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:
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.
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
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 four panels of insightful workday data logs:
Inbound Tickets
View the number of new tickets and total number of tickets that were replied to within the selected time range.
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.
