Insights and Reporting- Frappe Helpdesk

features

Insights and Reporting

It’s hard to improve support if you can’t see what’s going wrong. Are tickets piling up? Are SLAs being missed? Who’s overloaded and who’s idle? Dashboards and reports in Frappe Helpdesk give you that visibility. You can track performance, spot issues early, and make informed decisions without relying on guesswork.

With Frappe Helpdesk, you can define SLAs that match your support goals. Set different response and resolution times depending on the type of issue, its priority, or which team is handling it. It helps your team stay on track and builds trust with your customers.

Understand Performance at a Glance

Create Custom Reports and Drill-Down Dashboards

Understand Performance at a Glance

See what’s happening across your support operations in real time. With built-in dashboards, you can track key metrics like open vs closed tickets, SLA breaches, team performance, and resolution times — all in one place. It helps you spot delays early, identify which issues take the longest to resolve, and make more informed decisions to improve overall efficiency.

With Frappe Helpdesk, you can route tickets automatically. Set conditions based on category, priority, keywords, or custom fields. The system checks those conditions and sends the ticket straight to the right team. It reduces back-and-forth and helps customers get faster responses.

Create Custom Reports and Drill-Down Dashboards

For deeper insights, Frappe Helpdesk connects easily with Frappe Insights. You can build custom reports and dashboards without writing code. Join data from multiple tables like tickets, agents, and SLAs. Apply filters, create visual charts — bar, line, donut, table, and more, and drill down into specific segments with a single click. If needed, you can also write complex queries to dig even further. Reports can be shared with your team or scheduled to be delivered regularly, so everyone stays in the loop.

With Frappe Helpdesk, you can automatically distribute tickets across your team. Choose from round-robin or load-based assignment, depending on what works best. Each team can have its own set of agents, and the system routes tickets accordingly. That way, no one is overwhelmed, and customers get faster responses.

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