MooseDesk’s reports offer a breakdown of key aspects of your daily support operations. Whether you are an agent or an admin, you can use analytics to:

• Monitoring support metrics
• Assessing performance
• Gathering other in-depth insights

This article introduces all the available metrics and the information you can get.

To access MooseDesk analytics, you can click on “Analytics” at MooseDesk navigation menu

Combined Report #

The first type of report you will see is a combined report of every element:

• Number of total tickets: The number of tickets came to your MooseDesk account
• Number of tickets resolved: How many tickets have your business resolved
• First response time: This is determined by the average duration it takes for you to respond to newly created tickets.
• Resolution time: This is calculated based on the average of how much time It takes you to resolve a ticket since it was first created

Knowing these metrics helps in understanding the overall performance and efficiency of your support system. It allows you to track our responsiveness to customer inquiries, identify any bottlenecks in the resolution process, and ultimately improve the quality of our support services.

You can choose to see all these numbers in a time frame by adjusting the dates.

You can choose to see all these numbers in a time frame by adjusting the dates. You can also compare that specific time frame to another time frame in order to see if the numbers are improving or not.

Single reports #

After the combined report, you can see all the single graph below on Support Volume, Resolution Time and First Response Time

You can also view the amount of tickets assign and resolved by different members by clicking on the “Select member”

Support Channels

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.