Manage your business' customer service better than ever before with informed decisions based on crucial data and statistics using 3Dsellers Helpdesk Insights tool. Helpdesk Insights integrates directly with the Helpdesk and Orders manager to give you an inside look into your team's workflow across all your selling channels (such as Amazon, Shopify, eBay, Etsy, Facebook, email, and more!)
Quick Tool Review
Navigate to: Insights → Helpdesk Insights
Your Helpdesk Insights includes three pages of helpful information in the left menu (the middle one is called Agents there, and its page is headed Teammates):
Each insights page also includes insightful charts with options to:
Download chart data to CSV, PNG or SVG from the chart menu on most charts (Teammate Availability has its own Download CSV button, and the Teammate Performance table has a CSV icon), and
Select a time range with the "Filter by date" dropdown (7 days, 14 days, 30 days or Custom Dates)
Overview
The Overview page includes three panels with insight into new customer service growth and teammate reply averages.
Performance (Overview + Teammates pages)
New Customers
View the total number of new tickets from:
customers who have ordered their first product from you,
and leads who who haven't bought an item yet.
New Conversations
View a breakdown of the number of new tickets across each of your selling channels.
Teammates
The Agents page, headed Teammates, includes five panels of insightful activity logs:
Performance
View the average response time across your entire team,
and the average time it takes your team to close a ticket.
Tickets Over Time
View your daily number of tickets
along with teammates ticket participation statistics
Teammate Performance
View itemized statistics of each teammate's participation activity, organized within a table with six columns: Name, Total Replies and the four below:
Participated - Per ticket, at least one reply or action was logged
Closed By Teammate - Total number of tickets closed
Median Response Time - Average time to reply to assigned tickets or mentions.
Mentions - Total number of times teammate was mentioned in a note
Teammate Availability
View the time of day each teammate used the Helpdesk in the past 24 hours.
Support Coverage
View how many teammates used the Helpdesk simultaneously at which times of day within the past 24 hours.
Workload
The Workload page includes five panels of insightful workday data logs (Inbound Tickets, Busy Time, Tickets Types Breakdown, Ticket Status Breakdown and SLA compliance per channels):
Inbound Tickets
View New Tickets and Total Tickets for the selected period: the total number of buyer tickets, excluding system tickets.
Busy Time
View the hourly number of tickets you receive throughout the day.
Tickets Types Breakdown
A breakdown of all tickets based on 3Dsellers Ticket Types
SLA compliance per channels
View if your customer support team met SLA targets; with 100% meaning all tickets were resolved within the SLA timeframe.
