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Types of customer service reports you can run in HubSpot

A quick guide to the most useful customer service reports in HubSpot and how to use them to improve support and satisfaction.

ubSpot’s service reports give you clear insights into how your support team is performing, how quickly issues are being resolved, and what your customers really think of your service. Whether you’re looking to improve response times or identify trends in customer feedback, HubSpot’s reporting tools can help.

 

Key Customer Service Reports in HubSpot

1️⃣ Ticket Volume Report

Shows how many support tickets are being created over a set period. Helps you track demand, spot spikes, and plan resources.

2️⃣ Ticket Response Time Report

Measures how quickly your team responds to new tickets. A key metric for maintaining service standards.

3️⃣ Ticket Resolution Time Report

Tracks how long it takes to close tickets, helping you identify delays or recurring issues that take longer to resolve.

4️⃣ Agent Performance Report

Compares key metrics like ticket volume, time to close, and CSAT scores across team members. Useful for performance reviews and coaching.

5️⃣ Customer Satisfaction (CSAT) Report

Shows feedback submitted via CSAT surveys. Helps you monitor satisfaction and highlight areas that need attention.

6️⃣ NPS/CES Feedback Report

If you’re running NPS or Customer Effort Score surveys, this report lets you track scores, comments, and trends over time.

7️⃣ Ticket Source Report

Breaks down where tickets are coming from—email, chat, forms, phone—so you can allocate team resources effectively.

 

How to Access Service Reports in HubSpot

  1. Go to Reports – Click Reports > Reports Library
  2. Browse or Search – Use a pre-built service report or create your own
  3. Filter Your Data – Narrow results by date, agent, ticket pipeline or customer type
  4. Save & Share – Save useful reports and schedule regular updates for your team

💡 Pro Tips for Using Service Reports

✔ Review weekly – Spot trends before they become problems

✔ Segment by team or ticket type – Get more granular insights

✔ Use comments as context – Numbers are helpful, but comments often show why things are going wrong (or right)

With the right reports in place, you’ll have a clearer picture of team performance and customer experience—so you can keep improving both.