Desk

Desk.com empowers fast-growing companies with out-of-the box functionality to help their support agents manage all their service channels in one place, helping them to become more efficient at day-to-day tasks and keep customer inquiries from falling through the cracks. Grow enables you to make the most of your Desk.com data, so you can improve performance and gain unique insights.

Get More with Grow — Your Desk.com Reporting Tool

  • Gain powerful insights when you add Desk.com to your all-in-one business command center in Grow.
  • Connect, blend, customize, and monitor data from Desk.com alongside your other essential business data in real-time, in the palm of your hand.
  • Strategically visualize your data to focus your team around the goals and objectives that matter most.
desk.com dashboard

Questions You Can Answer With
Desk.com + Grow

What is our average reply time this month?

What did the last 10 good and bad ratings with a comment say about us?

How many support tickets were created today?

How many open tickets does each team currently have?

Which are the most common issues over the past month?

What is our Overall Customer Satisfaction score this month?

Reports and Data Available From Desk.com

Desk has a robust connection with a large number of available reports. Below is a list of the more popular access points. The overview article at the bottom of this page has a complete list of accessible Desk.com reports.

Articles: All articles, including ID, subject, body, chat, call back, twitter, phone, facebook, rating, rating count, rating score, keywords, position, published date, updated date, created date, in support center, notes, public URL, links details, links created by href, etc.

Cases: All support cases, including ID, blurb, changed date, created date, description, external ID, first opened at, first resolved at, labels, opened at, priority, status, subject, type, updated date, active date, has pending interactions, route status, assigned group details, case links details, attachments details, customer details, replies count, notes, assigned user, etc.

Customers: All customers, including ID, name, company, title, external ID, created date, updated date, access company cases, access private portal, phone, address, emails custom fields, Facebook user, Twitter user, etc.

Feedback: All customer feedbacks, including ID, rating, rating type, additional feedback, created date, and updated date.

Inbound/Outbound Mailboxes: All sources of received mail, including ID, name, email, last checked date, created date, updated date, last error, address filters, port, enabled, type, self href, self class, etc.

Insights: All insights data, including channels, macros, labels, articles, agents, groups, custom fields, customer custom fields, etc.

Topics: All discussion topics, including ID, position, allow questions, created date, updated date, description, in support center, name, self href, self class, articles href, articles class, articles count, translations href, translations class, etc.

Users: All desk.com users, including available, created date, current login timestamp, email, email verified, ID, last login date, level, name, updated date, preferences, searches, groups, macros, filters, integration URLs, case layout, phone integration, etc.

Example Metrics From Desk.com

desk.com dashboard
  • Current Average Customer Service Rep Ratings
  • Daily Top 5 Reported Issues
  • Overall Customer Satisfaction Score – Current Month
  • Current Open Tickets by Team
  • Daily Number of Closed Tickets – Current MTD
  • Last 10 Good and Bad Rating Comments
  • Average Reply Time – Current MTD
  • Daily Number of Support Tickets Created – Current Week

Related Help Articles

How to Connect to Desk.com // Desk: Overview