Helpdesk reports and CSV export

What you’ll do: check how each desk is doing and download the tickets for a closer look.

Who can do this: desk admins (their desks) and system administrators (all desks).

Steps

1. In Dexta Desk, open Reports & analytics under Administration.
2. Pick a desk, or All desks if you’re a system administrator, and a period: Last 7 days, Last 30 days or Last 90 days.
3. Read Ticket volume (created vs. resolved) and Ticket distribution by priority.
4. Under Resolution time & SLA compliance, see each desk’s Avg. resolution and SLA compliance. CSAT shows the average rating out of 5 that requesters gave.
5. The Agent leaderboard shows each agent’s resolved tickets, average resolution time and Avg. CSAT.
6. Click Export CSV to download the tickets. The file is safe to open in Excel.

Good to know

• System administrators also get Overview, with live counts and a Needs attention list of the tickets most at risk.
• If your company uses Dexta Growth, tickets resolved and SLA met % can fill an agent’s KPIs by themselves.

Related

• Setting SLAs
• Working a ticket as an agent
• Dexta Desk