It's a happy day at Help Scout HQ, because we get to show you the all-new Reports. Today we're launching four reports in beta for all (paying, as always) customers. We'll also be launching two additional reports and several other features in the coming months.

Sample User Report

So what's new? Other than the design and some new metrics, here are some of our favorite features:

User Report

As you can see above, this new report makes it painfully easy to get insights about how members of the team are doing. In addition to high-level metrics for each person, you can look through their entire conversation history for the time period and sort by the metrics that matter most.


When running the old reports with a lot of data, many of you noticed it could take a long time to finish. The reports we built 3 years ago weren't built for the scale we're at today, but the new reports can handle anything. You can run a two year report lickety split!

One other performance-related feature is that all the data is realtime. Looking at a report for today will show you up-to-the-minute data.

Previous Period Comparison

By default, any date ranges will be compared to the previous period, and each report will show you the metric deltas. This is a great way to get useful insights from the numbers.

Previous Period

Conversation Drilldowns

The biggest request we got from you (our customers) was the desire to drilldown on the numbers. If 5% of conversations took 2+ days to reply, you need to look through them and find out what happened. Now all that data is merely a click away. You can even click on single conversations and read through them without leaving the page.

Conversation Drilldowns

More Filtering Options

In addition to being able to filter by mailbox, we've added some new filters to the mix. Now you can filter the data by Tag, Folder or Conversation Type.

API Endpoints

The new reports are built on the same API endpoints we're documenting and will be releasing publicly, so that you can use the data in your own creative ways.

Popover Definitions

Ever wonder exactly how a certain metric is calculated? Well wonder no more, all you have to do now is hover your mouse over the metric name to get a popover definition of exactly how it's calculated.

Popover Definitions

The new Reports are carrying a BETA tag because we're still working on a few UI tweaks and adding new features. We believe the metrics to be very accurate, as they have been thoroughly tested. Feedback is appreciated!

Nick Francis

Nick Francis

Nick is co-founder and CEO of Help Scout, where he is on a mission to make every customer service interaction a more human one. He lives and breathes product design, customer experience, and building a thoughtful, thriving company.