Support reports that show you what to fix next

See how fast your team replies, when the queue fills up and how customers rate their conversations, across email and live chat. Made for store owners and support leads who don’t have an analyst.

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Channels

Every channel in the same report

Email, live chat, WhatsApp and Messenger each get their own line, so you can see which one brings in more work and which one takes longer to close.

Conversations

Know what came in and what’s still waiting

The Conversations report counts what arrived, what got a reply, what closed and what came back. Point at any day to see its numbers.

Closed vs. reopened

When reopened conversations climb with closed ones, answers aren’t sticking. Check the replies behind those days.

Open, snoozed and unassigned

The yellow slice is work nobody owns yet. If it grows day after day, it’s time to look at your assignment rules.

Hourly distribution of new conversations

The busiest hour stands out in solid blue. Here it’s 11a, so that’s when a second person on chat helps most. The Heatmap report, in the tabs above, splits the same hours out by day of the week.

Customer happiness

See how customers rate each conversation

Customers rate their conversations Great, Okay or Bad. The Happiness report adds them up into a CSAT score and shows the days the bad ones came in.

Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
Nizam Uddin Nizam Uddin CEO, weDevs
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
Sujay Pawar Sujay Pawar CEO, Brainstorm Force
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
Mehedi Hasan Mehedi Hasan CEO, Themefisher
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
Mohammad Zannatun Nime Support Executive, Themesgrove
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Selim Rana Selim Rana Founder, Sigmative
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
Abdullah Al H. CEO, Muslims Day
Teammates

A report for every person on the team

Open anyone from the leaderboard to see their conversations, replies, resolutions and contacts helped, with their response times and CSAT beside them. Bring it to one-on-ones, or use it to spot who’s carrying more than their share.

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S Support Mine 3 Search 11

Reports

All inbox report Dashboards Overview Conversations Responsiveness Teammates Happiness Heatmap
Reports Teammates Emily Chen

Teammate report

Timeframe Last 30 days Granularity Daily
Back to teammates
Emily Chen All inboxes

Performance summary

Conversations i 112
Replies i 168
Resolutions i 98
Contacts helped i 104
First response time i 6m
Response time i 11m
Resolution time i 18h 40m
CSAT score i 96%
Productivity volume over time i
ConversationsRepliesResolutions
25155
16 Sep Conversations 9 Replies 13 Resolutions 8
17 Sep Conversations 11 Replies 16 Resolutions 10
19 Sep Conversations 8 Replies 12 Resolutions 9
21 Sep Conversations 4 Replies 6 Resolutions 5
22 Sep Conversations 14 Replies 21 Resolutions 11
23 Sep Conversations 17 Replies 25 Resolutions 14
24 Sep Conversations 12 Replies 18 Resolutions 13
26 Sep Conversations 13 Replies 19 Resolutions 12
28 Sep Conversations 10 Replies 15 Resolutions 11
30 Sep Conversations 12 Replies 17 Resolutions 10
2 Oct Conversations 9 Replies 13 Resolutions 9
16 Sep 19 Sep 22 Sep 24 Sep 28 Sep 2 Oct
Response & resolution time i
First responseResponse timeResolution time
8h4h0h
16 Sep First response 12m Response time 16m Resolution time 5h 10m
17 Sep First response 9m Response time 14m Resolution time 4h 00m
19 Sep First response 14m Response time 20m Resolution time 3h 10m
21 Sep First response 30m Response time 34m Resolution time 7h 00m
22 Sep First response 8m Response time 13m Resolution time 2h 40m
23 Sep First response 7m Response time 11m Resolution time 2h 30m
24 Sep First response 10m Response time 15m Resolution time 3h 20m
26 Sep First response 9m Response time 12m Resolution time 2h 50m
28 Sep First response 11m Response time 14m Resolution time 3h 00m
30 Sep First response 8m Response time 12m Resolution time 2h 20m
2 Oct First response 10m Response time 13m Resolution time 2h 30m
16 Sep 19 Sep 22 Sep 24 Sep 28 Sep 2 Oct
Custom dashboards

Build a dashboard for each person who reads it

The support lead wants the queue. The owner wants the week. Whoever plans shifts wants the busy hours. Give each of them a dashboard with only the charts they check.

S Support Mine 3 Search 11

Reports

All inbox report Dashboards Monday check-inSale weekFounder weekly Overview Conversations Responsiveness Teammates Happiness Heatmap
Reports Dashboards Sale week

Sale week

Share Add charts

This dashboard is empty. Add charts to get started.

Queue depth i
30 open
6 Sept 52 open
7 Sept 49 open
8 Sept 50 open
9 Sept 53 open
10 Sept 48 open
11 Sept 47 open
12 Sept 49 open
13 Sept 50 open
14 Sept 49 open
15 Sept 51 open
16 Sept 54 open
17 Sept 47 open
18 Sept 46 open
19 Sept 46 open
20 Sept 45 open
21 Sept 45 open
22 Sept 44 open
23 Sept 43 open
24 Sept 44 open
25 Sept 46 open
26 Sept 47 open
27 Sept 46 open
28 Sept 38 open
29 Sept 31 open
30 Sept 30 open
1 Oct 33 open
2 Oct 35 open
3 Oct 36 open
4 Oct 31 open
5 Oct 30 open
Median first response time i
1h 29m P90 28h 10m
6 Sept 24m
7 Sept 36m
8 Sept 5h 12m
9 Sept 1h 06m
10 Sept 2h 18m
11 Sept 48m
12 Sept 30m
13 Sept 18h 24m
14 Sept 1h 00m
15 Sept 42m
16 Sept 4h 06m
17 Sept 30m
18 Sept 36m
19 Sept 54m
20 Sept 1h 12m
21 Sept 48m
22 Sept 1h 54m
23 Sept 13h 36m
24 Sept 36m
25 Sept 30m
26 Sept 24m
27 Sept 54m
28 Sept 3h 48m
29 Sept 1h 00m
30 Sept 6h 12m
1 Oct 11h 48m
2 Oct 2h 06m
3 Oct 36m
4 Oct 30m
5 Oct 42m
New conversations per day i Average 32.6
6 Sept 28
7 Sept 31
8 Sept 26
9 Sept 34
10 Sept 30
11 Sept 22
12 Sept 19
13 Sept 33
14 Sept 38
15 Sept 41
16 Sept 52
17 Sept 49
18 Sept 27
19 Sept 24
20 Sept 36
21 Sept 39
22 Sept 44
23 Sept 31
24 Sept 29
25 Sept 21
26 Sept 18
27 Sept 35
28 Sept 37
29 Sept 46
30 Sept 33
1 Oct 30
2 Oct 23
3 Oct 20
4 Oct 42
5 Oct 39
6 Sept 16 Sept 26 Sept
New conversations by channel i
Email Live Chat
3020100
6 Sept Email 17 Live Chat 11
7 Sept Email 19 Live Chat 12
8 Sept Email 15 Live Chat 11
9 Sept Email 20 Live Chat 14
10 Sept Email 18 Live Chat 12
11 Sept Email 12 Live Chat 10
12 Sept Email 9 Live Chat 10
13 Sept Email 19 Live Chat 14
14 Sept Email 23 Live Chat 15
15 Sept Email 24 Live Chat 17
16 Sept Email 30 Live Chat 22
17 Sept Email 28 Live Chat 21
18 Sept Email 15 Live Chat 12
19 Sept Email 13 Live Chat 11
20 Sept Email 21 Live Chat 15
21 Sept Email 22 Live Chat 17
22 Sept Email 26 Live Chat 18
23 Sept Email 18 Live Chat 13
24 Sept Email 17 Live Chat 12
25 Sept Email 11 Live Chat 10
26 Sept Email 9 Live Chat 9
27 Sept Email 20 Live Chat 15
28 Sept Email 22 Live Chat 15
29 Sept Email 27 Live Chat 19
30 Sept Email 19 Live Chat 14
1 Oct Email 17 Live Chat 13
2 Oct Email 12 Live Chat 11
3 Oct Email 10 Live Chat 10
4 Oct Email 25 Live Chat 17
5 Oct Email 23 Live Chat 16
6 Sept 10 Sept 14 Sept 18 Sept 22 Sept 26 Sept 30 Sept 4 Oct
Add Charts
Select charts to display Select a maximum of 20 charts to add OverviewConversationsResponsivenessTeammatesHappinessHeatmap
KPI Queue depth The number of open, non-snoozed conversations as of the end of the selected date range.
KPI Median first response time Median time between a conversation being created and the first teammate reply.
KPI Median resolution time Median time between a conversation being created and its most recent close.
New conversations per day Number of new conversations created each day within the selected date range.
Tickets reopened per day Number of conversations reopened each day within the selected date range.
New conversations by channel New conversations within the selected date range, broken down by channel.
0/20 selected1/20 selected2/20 selected3/20 selected4/20 selected Cancel Add Charts Add Charts
  1. 01

    Pick up to 20 charts

    Add charts from any report: Overview, Conversations, Responsiveness, Teammates, Happiness or Heatmap. Each one says what it counts before you add it.

  2. 02

    Drag them into place

    Put the chart you check first at the top, and make the ones that need room wider. The layout stays the way you leave it.

  3. 03

    Share it with the team

    Everyone who opens a shared dashboard sees the same charts, so the Monday meeting starts from the same numbers.

Dashboards worth building

Six we’d start with. The chart names are the ones you’ll find in the Add Charts list.

  • Support lead

    Monday check-in

    What piled up over the weekend and how long it has been waiting.

    • Queue depth
    • Unassigned conversations
    • Median first response time
    • Reopened conversations

  • Store owner

    Founder weekly

    Volume, speed and ratings on one screen, without opening six reports.

    • New conversations per day
    • Median resolution time
    • CSAT score
    • Resolved per day

  • Sales and launches

    Sale week

    Watch the queue hour by hour while a promotion is live, and see which channel it’s coming through.

    • Hourly distribution of new conversations
    • Open, snoozed and unassigned conversations
    • New conversations by channel

  • One-on-ones

    Teammate coaching

    How each teammate compares with the team, and which replies took longest.

    • Teammates leaderboard
    • Teammate performance over time
    • First response time breakdown
    • CSAT score

  • Chat team

    Live chat desk

    How many chats came in, how long customers waited and how long chats took to close.

    • New conversations by channel
    • Median time to close by channel
    • Customer waiting time

  • Whoever sets the roster

    Shift planning

    The days and hours that bring the most conversations, for planning who’s on and when.

    • Volume heatmap
    • Busiest hours
    • Busiest days
AI usage

See what your AI features used

AI features run on credits. The AI usage screen shows how many you’ve used, how much of your limit is left and what each day took.

The history lists every use: which feature ran (AI Auto Reply, AI Auto Tag or AI Auto Priority), the inbox it ran in and how many credits it took. If one inbox is using more than you expected, you’ll see it here first.

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Filters and sharing

Slice it, compare it, send it on

  • Timeframe and granularity

    Pick the period a report covers and how its charts group the days, such as daily.

  • One inbox or all of them

    Report on a single inbox, or switch on All inbox report to see every inbox together.

  • Compare with the previous period

    Figures show how they moved against the period before, so you can tell a busy week from a normal one.

  • Medians with P90

    Response and resolution times show the median and the 90th percentile side by side.

  • Export to CSV

    Download the data behind a report for a spreadsheet, a board update or your own BI tool.

  • Scheduled email reports

    Have reports emailed to you and your team on a schedule, so nobody has to remember to look.

FAQ

Questions about reporting

Anything else? Talk to us.

What reports does ThriveDesk include?
Six reports come built in: Overview, Conversations, Responsiveness, Teammates, Happiness and Heatmap. Teammates has a leaderboard and a report for each teammate. On top of those you can build your own dashboards, and the AI usage screen shows the credits your AI features used.
Can I build my own dashboard?
Yes. Create a dashboard, add up to 20 charts from any of the built-in reports, drag them into the order you want and resize them. You can share a dashboard with your team, so everyone opens the same view.
How is first response time measured?
It’s the median time between a conversation being created and the first reply from a teammate, for conversations created in the timeframe you picked. Charts that count time a conversation spent with the bot say so in their subtitle.
Why medians and P90 instead of averages?
One conversation that waited all weekend can drag an average up for the whole month. The median shows what a typical customer got, and the P90 next to it shows how long the slowest tenth waited, so neither hides the other.
Can I see each channel separately?
Yes. The by-channel charts draw a line for email, live chat, WhatsApp and Messenger, for new conversations and for time to close, with each channel’s total under the chart. You can also look at one inbox at a time or turn on All inbox report to see every inbox together.
Can I export report data or get it by email?
You can export report data as a CSV and schedule reports to be emailed to you and your team. Every figure also shows how it changed against the previous period.
How do I see what our AI features used?
The AI usage screen shows the credits used so far, how much of your limit is left, credits per day for the last 7 days, and a history of every use: the feature (such as AI Auto Reply, AI Auto Tag or AI Auto Priority), the inbox it ran in and how many credits it took.
Guide

Customer service analytics, explained

The metrics worth tracking, how often to look at them, and what to look for in a reporting tool.

What are the most important customer service metrics?

Five numbers cover most of what a support team needs to know: first response time, time to close, customer satisfaction (CSAT), reopen rate and backlog.

First response time
The time from a customer’s first message to the first reply from a person. It tells you how long customers wait before anyone picks up their question.
Time to close
The time from a conversation starting to it being closed, also called resolution time. It tells you how long problems take to solve, not just to acknowledge.
Customer satisfaction (CSAT)
The share of rated conversations that customers scored positively. Speed is only half of it; CSAT shows how the answer landed.
Reopen rate
The share of closed conversations that come back. When it climbs, replies are closing conversations without solving the problem.
Backlog
The open conversations still waiting at a point in time, sometimes called queue depth. If it grows week after week, the team isn’t keeping up.

Volume by channel, day and hour isn’t a quality measure, but it explains most of the others: replies slow down when the queue fills, and the queue fills at predictable times.

What is customer service analytics?

Customer service analytics means measuring your support conversations (how many arrive, how fast they’re answered and closed, and how customers rate them) so you can decide where to put people and what to fix.

For a small store or software team it answers everyday questions. Do we need someone on chat on Saturday morning? Is the new teammate getting faster? Did last week’s sale double the queue, and for how long?

It also points past the support team. Questions that keep coming back usually trace to an unclear product page, a confusing shipping policy or a bug, and conversations that reopen show where the help center or the reply templates fall short.

Why do support reports matter for a small team?

With two or three people answering, one slow afternoon or one overloaded teammate changes what every customer gets, and nobody notices unless something is counting.

Reports let you staff the hours that are actually busy instead of the ones that feel busy. They catch slow replies while they’re a trend in a chart, before they show up in reviews.

They also show the work. Support is easy to treat as a cost when nobody sees how many conversations it closes in a week or how customers rated them. A weekly dashboard with volume, response times and CSAT makes that visible to the owner and the rest of the company.

How often should you check support reports?

Look at the queue every day, at speed and satisfaction every week, and at trends and staffing every month.

Daily
Backlog, unassigned conversations and anything that has waited since yesterday. A few minutes at the start of the day is enough.
Weekly
Median first response time with its P90, time to close, CSAT, reopened conversations and each teammate’s numbers. This is the one to bring to a team meeting.
Monthly
Volume by channel and by hour, compared with the month before. Use it to plan shifts, decide which help center articles to write and see whether last month’s changes worked.

How do you choose a help desk reporting tool?

Choose one that reports on every channel in one place, shows medians with a percentile instead of only averages, breaks numbers down by teammate, and lets you build and share your own dashboards.

Every channel in one report
Email, live chat, WhatsApp and Messenger should land in the same charts with a line each, so you can compare them without exporting and merging spreadsheets.
Medians and percentiles
An average hides the customers who waited longest. A median with its P90 shows the typical wait and the worst tenth side by side.
Per-teammate reports
A leaderboard and a report for each person, for coaching and for spotting who is carrying too much.
Custom dashboards you can share
Different people check different numbers. Each of them should get a dashboard with only their charts, shared with the team.
Exports and scheduled reports
CSV exports for your own analysis and reports emailed on a schedule, so the numbers reach people who never log in.
A view of what the AI did
If an AI agent answers or tags conversations, you need to see what it handled, what it used, and whether response times include the time a conversation spent with the bot.

Reporting built into the help desk also saves you from syncing data into a separate BI tool before anyone can look at it.

ThriveDesk’s reports cover each of these, from the built-in reports to custom dashboards and AI usage. To see how it stacks up against other help desks, read the help desk comparisons.

Remarkably simple, surprisingly capable AI support platform

Shared inbox, live chat, and a help center — plus AI that does more than reply: it resolves tickets, takes action, and updates customers on its own.

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