Help desk reporting and analytics that turn ticket data into decisions
Build custom reports and dashboards with the built-in data engine, and track the metrics that matter to your team.
What is reports & analytics?
Help desk reporting and analytics turn ticket data into measurable insight about volumes, response times, workload and performance. Nexus Service Desk includes a built-in data engine with a drag-and-drop report builder, advanced filters on any ticket attribute, scheduled email delivery, and CSV and PDF export.
Last updated:
You cannot improve what you cannot measure
Support leaders need to know where tickets come from, how quickly they are answered and where the team is stretched. Spreadsheets exported by hand are slow and quickly out of date.
Built-in reporting keeps the numbers next to the tickets they describe, so anyone with access can slice the data without waiting for an export.
What you get
Reports & Analytics capabilities
Custom report builder
Choose columns with drag-and-drop to build the report you need.
Advanced filters
Slice data by any ticket attribute to answer specific questions.
Scheduled reports
Have reports delivered to your inbox automatically on a schedule.
Export and sharing
Export to CSV and PDF, or publish reports for team access.
Dashboards
Track key metrics such as open tickets, response times and satisfaction in one view.
Built-in data engine
Reports run on the same platform as your tickets, so there is nothing extra to connect.
How it works
From setup to results in a few steps
-
Pick your columns
Select the ticket fields you want and arrange them with drag-and-drop.
-
Filter the data
Narrow results by category, priority, status or any other attribute.
-
Share or schedule
Export the report, publish it for your team, or schedule it to arrive in your inbox.
Who it's for
Built for teams like yours
Support managers
Review volumes, response times and team workload at a glance.
SLA reviews
Check performance against first-response and resolution targets.
Leadership updates
Share scheduled PDF reports with stakeholders without manual work.
FAQ
Reports & Analytics: common questions
What reports can I build?
You can build custom reports by selecting columns and applying advanced filters on any ticket attribute.
How can companies improve support response times?
Start by measuring first-response and resolution times by category and priority, so you can see where tickets wait. Then fix those points, for example with assignment rules and escalations, and track the same reports on a schedule to confirm the numbers improve. Nexus Service Desk provides the reports, filters and scheduled delivery for the measuring part.
Can reports be sent automatically?
Yes. Scheduled reports are delivered to your inbox automatically.
Which export formats are supported?
Reports can be exported to CSV and PDF, or published for team access inside the platform.
Do I need a separate analytics tool?
No. Reporting is built into Nexus Service Desk and runs on the same data as your tickets.