Customers, reporting and insights · Autessa Support Desk
Dashboard and reports
Autessa Support Desk includes help desk reporting. The dashboard and Reports show ticket volume, first-response SLA met, resolution goal met, average time to first reply, average resolution time (open time only), customer satisfaction and assistant resolution, for the whole desk and for each agent.
The problem it solves
Am I staffed right? Are we keeping promises?
Support leaders need a few numbers they trust: how much came in, how fast we answered, whether we met our targets and how customers felt. Reports give those numbers without a spreadsheet.
What you get
- Home dashboard: open tickets, tickets needing an owner, SLA breached, resolved today, plus 30-day first response met, average first reply, resolution goal met, average resolution, CSAT and assistant resolution.
- Ticket volume for the last 14 days, by category, the most urgent tickets needing attention and top customers.
- Reports: tickets created and resolved per day or week, over the window you choose.
- Per agent: tickets resolved, average time to first reply (fastest first) and agent performance.
- Resolution time counts only the time a ticket was open; waiting on the customer is not counted.
- Plain empty states tell you what will appear once tickets arrive.
How it works
How does dashboard and reports work in Autessa Support Desk?
Check Home
Today’s queue health and the last 30 days of service levels.
Open Reports
Pick a window and read volume, speed and satisfaction.
Drill into agents
Resolved by agent and time to first reply by agent.
Every option
Metrics
| Option | What it does |
|---|---|
| First response met | Share of tickets whose first team reply came inside the first-response SLA. |
| Avg. first reply | Time from a ticket arriving to the team’s first public reply. |
| Resolution goal met | Share of resolved tickets within their resolution goal (open time only). |
| Avg. resolution (open) | Average open time of resolved tickets. |
| CSAT | Average customer satisfaction rating. |
| Assistant resolution | Share of reviewed assistant conversations that answered the question. |
| Per agent | Resolved, average first reply and performance. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | View the dashboard and all reports. |
FAQ
Questions about dashboard and reports
Straight answers. If something is not covered here, book a demo and ask us directly.
What help desk metrics does Autessa Support Desk report?
Volume, first response met, resolution goal met, average first reply, average resolution time, CSAT and assistant resolution, for the desk and per agent.
Does waiting on the customer count against resolution time?
No. Resolution time counts only the time a ticket was open.
Can I see per-agent performance?
Yes. Reports show tickets resolved and average time to first reply per agent.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours