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:

Overview
Teammates
and, Workload

Each insights page also includes insightful charts with options to:

Download chart data to CSV, PNG, or SVG, and
Select a time range

Overview

The Overview page includes three panels with insight into new customer service growth and teammate reply averages.
- New Customers
- New Conversations
- 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 Teammates page 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 in the following columns:

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