Insights

Stay on top of key support metrics and trends.

Powerful built-in reports help you analyze, understand and share key metrics about your support team, your customers, products and sales.

Built-in reports

Know your products like never before

Quickly get an understanding of the relationship between your products’ sales volume and value with contact rates and the number of tickets they generate.

Product Insights
  • Easily see which products are generating the most support tickets and deal with them fast.
  • See the top products with the best and worst reviews.
  • Visualise trends in product performance.
Integrated with eBay, Amazon, Magento, Shopify, Big Commerce, PrestaShop, Facebook and many others

Together at last!

Every sale, order, ticket and chat from everywhere you sell—finally together in one place. Powerful multichannel views allow you to view trends across your entire business and compare performance channel by channel.

insights insights

Compare and analyse

Whether you sell on one channel or across tens of marketplaces and webstores—eDesk brings everything together for you to compare and analyse customer support and sales performance with one-click ease.

Make data-backed decisions

Spot problems day-to-day and see trends that can empower you to make better decisions across various business functions—from pre-sales and customer support to review generation and inventory management.

Share with your team easily

Whether you need to show your support team weekly agent performance or customer satisfaction trends, or show management multichannel sales trends, eDesk makes it easy to get the right data to the right people at the right time.

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Surface insights the entire team can use

Insights empower not only your support team, but your sales team, your boss and even your investors. Let your data speak for itself and always know how sales & support data is impacting all the corners of your business.

Customer satisfaction

Customer satisfaction

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

SLAs and response times

SLAs and response times

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Reviews & feedback

Reviews & feedback

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Channel & enterprise reports

Channel & enterprise reports

When it comes to sharing hard data with other people and systems in your business, eDesk is there to help with custom reports that you can generate when you need to.

Agent performance

Agent performance

Easily see how tickets and chats are spread across your team, together with average handling times, one and dones, notes and busiest time periods.

Ticket volumes

Ticket volumes

One-click views of your ticket metrics help you understand volumes, busy periods, resolution averages as well as the channels, tags and query types associated with them.

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