[CLOSED] Help Desk Reporting AMA: Get Real Answers About Your Support Metrics

[CJuliano]

Thank you for your questions this week! It's been great connecting with you and hearing what's on your mind as you think through reporting in the Help Desk.

👀 Keep an eye out for our next AMA in the new year. In the meantime check out the resources from our previous chapters!

 Help Desk Chapter 1: Migrate to HubSpot's Help Desk Workspace

• AMA CLOSED
• Step by Step migration guide

Help Desk Chapter 2: AI and Automation

• AMA November 17-21

Help Desk Chapter 3: Reporting in the Help Desk

• AMA December 8-12

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Tired of exporting spreadsheets just to answer "how's the team doing?" or wondering if your reports are actually showing you what matters? These questions from our blog post might have led you here. 

What This AMA Is About

Help Desk reporting gives you real-time visibility into your support operation without the manual work. During the week of December 8-12, our Help Desk team is here to answer your questions about what you can actually track, how to spot problems before they escalate, and which metrics matter most for your team.

Meet Your Expert Panel

We've brought together the people who build these tools every day:

• Caitlin Juliano - Service Hub Product Marketer
• Marc Ollmann - Reporting & Insights Help Desk PM

Example Questions to Get You Started

Not sure what to ask? Here are some questions we'd love to answer:

• Which metrics should I actually check daily vs. weekly?
• How do I know if my SLA goals are realistic?
• Can I track resolution quality, not just speed?
• What reports help with coaching conversations?

How This AMA Works

Post your questions as comments anytime between now and December 12. Our team will check in regularly throughout December 8-12 to provide answers. We'll make sure every question gets a thoughtful response by the end of the week.

No question is too basic or too specific. Whether you're setting up your first custom view, trying to understand what "time to close in SLA hours" really means, or figuring out which reports to share with leadership, we're here to give you clear, practical answers.

Drop your questions in the comments below. 👇

[MatejHorvath]

Hi everyone, 

This might be a very specific use case but we are running into an issue with translation of knowledge base into 18 different languages.

Our current solution on Zendesk works very easily using CrowdIn to translate our help center. HubSpot has integration with CrowdIn but it doesn't have anything to translate Knowledge Base. I have tried to use Knolwedge Base language variants but this is very cumbersome as then you have to translate the whole article and copy paste it and then do the same thing for each article.

Question is, do you know any way I could autotranslate whole Categories of knowledge base? Or make the translation process into 18 languages more automated? 

[CJuliano]

Hi! Thank you for your question. We love a specific use case.

Our product team is currently working on AI translate for Knowledge Base, which will make this an easier process. Until then, the best way to do this is using Breeze Assistant in the Knowledge Base article editor to translate content and paste it into the editor.

[made2GROW_GmbH]

Hi everybody,

I recently came across the following KPIs and wondered where and how to measure it:

• Share of AI-resolved tickets

• First Response Time per ticket and in average

• Average Handling Time

• Escalation rate

Thanks for your input 🙂

Sebastian

[mollmann]

Hi Sebastian, thanks for reaching out!

Share of AI-resolved tickets: The Customer Agent Performance tab is the best place to access this data. The “Resolution rate over time” report will give you % of interactions that were fully resolved by the customer agent without human intervention.

First Response Time per ticket and on average: The data is stored on 2 different ticket properties: “Time to first agent email reply” and “Time to first response in SLA hours”. We generally recommend using the property that is considering SLA hours because that would also typically exclude weekends from the time to first response. You can access an out-of-the-box report on the average time to first response here. 

Average Handling Time: The closest to that is time in ticket stage at this moment - you can specifically look at the time in the “waiting on us” stage. I would love to learn more about the requirements you are hearing for Average Handling Time. How do you define it and how frequently are you hearing about this requirement? 

Escalation rate: Are you referring to the escalation rate from a Customer Agent to a human? Then the “Human handoff rate over time” on the Customer Agent Performance tab is the best place to get this report. This report describes the “Percentage of conversations the agent escalated to a human. A lower rate means your agent is resolving more conversations on its own.”

How does that resonate?

[chighsmith]

A big thank you to @CJuliano and @mollmann for creating a welcoming space where our Top Experts, customers, Community members, partners, and others can connect, learn, and ask questions!

I’d also like to tag some of our incredible Top Contributors: @franksteiner79, @Josh, @StjepanGrcic, @BukunmiOdetayo @beeginman and @HubSpot_Corey --  We’d love for you to bring your most pressing questions about HelpDesk Support Metrics to our Product Team.

Feel free to share this with your own networks; your colleagues may have questions they want answered!

Wishing you all a wonderful day! 🌞

Cassie, Community Manager