Requests overview

The overview of workspace requests report is a detailed analysis of the requests worked on by your team, encompassing incidents, service requests, and general inquiries. Admins can view requests report by workspace and export this report in PDF and CSV formats by navigating to Analytics > [Workspace] > Overview > Export.

PDFs will be downloaded immediately and CSVs will be emailed to you as soon as the report is ready (this could take anything from a few seconds to a few minutes depending on the volume of data in question). If you've applied filters, only data that matches the filters will be exported.

Please refer to the Admin's deflection guide for deflection best practices.

How to read this report

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Metric

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Formula

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Definition and notes

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New requests

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Total number of requests that got created in this time period (a filter)

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Completed requests

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Total number of requests that were marked as “Closed” in this time period

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First contact resolution

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The number of requests that moved to “Resolved” status in the first conversation / total number of requests in the time period