The new Easy Insight and Teamwork Desk integration lets you drill right down into your support data to give you detailed insights into both customer queries and team performance. The connection between the two apps pulls all of your Teamwork Desk data into Easy Insight so you can build your own custom reports and dashboards — or use some pre-built templates — to quickly pull the information that’s most important to your business. 

To help you get started, Easy Insight comes with pre-built dashboards you can use as a jumping-off point for diving into your support data. All pre-built dashboards are customizable so you can tailor them to your unique needs. Let’s take a look;

The overview dashboard provides you with a view of your key support metrics such as open tickets by priority and source, the five oldest active tickets, tickets created and solved for the four last weeks, and ticket happiness ratings month to date — so you can get a quick update on your general customer support.  These key metrics are also accessible directly from the reports section in Teamwork Desk.

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See the number of tickets open by agent as well as by priority to get an overview of what’s left to be resolved by the team. Click into one of the columns to get more information on the tickets to get a breakdown of the open tickets. You can also click right through to specific tickets in Teamwork Desk to drill right down to the outstanding tickets.

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Trends shows you tickets created, solved, hours to resolve, and initial response hours by month, helping you to spot trends in your teams performance.

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Not only can you edit the pre-built reports, but you can also build custom reports and dashboards from scratch, selecting the data that’s relevant to your business requirements. It’s easy to do and you can create a report in just a few minutes. All you need to do is select the report type — like bar, pie, scatter, or Gantt chart — and then choose the grouping and measures, like Ticket Counts Solved and Average Response Time. Save your report and so that you can access it anytime from your main integration view.  Sound good? Easy Insight offers a free 30-day trial to all new customers. You can sign up on their website here.  This is a third-party integration built and supported by the team at Easy Insight. We remain committed to working on the feature requests that appear on our roadmap. If you need a hand getting set up with this integration check out the help doc here, or have any queries, please contact the Easy Insight team at support@easy-insight.com.