Understanding customer service reports in HubSpot

Customer service reports in HubSpot give you the clarity and confidence to improve how your support team operates. With ready-to-use insights, you can track response times, team performance, and customer satisfaction—making it easier to deliver consistently excellent service.

What Are Customer Service Reports?

Customer service reports in HubSpot help you monitor and measure the most important aspects of your support experience. These reports show how your team is performing, how long it takes to resolve issues, and what customers think of the service they receive.

Key Reports You Should Know

✅ Ticket Volume Report – Tracks how many support tickets are being created over time. Ideal for spotting trends and planning resources.

✅ Ticket Response Time Report – Measures how quickly your team responds to new tickets. A must-have for maintaining high service standards.

✅ Ticket Resolution Time Report – Shows how long it takes to close tickets. Useful for identifying delays or bottlenecks in your support process.

✅ Customer Satisfaction (CSAT) Report – Displays feedback from CSAT surveys sent after ticket resolution. Helps highlight areas for improvement.

✅ Agent Performance Report – Compares support reps based on metrics like ticket volume, time to close, and satisfaction scores.

✅ NPS/CES Feedback Report – Tracks loyalty and effort metrics from Net Promoter Score or Customer Effort Score surveys.

✅ Ticket Source Report – Breaks down where support requests are coming from (e.g., email, chat, phone) so you can manage channels effectively.

How to Access Customer Service Reports in HubSpot

1. Go to Reports – In your HubSpot account, navigate to Reports > Reports Library
2. Browse or Search – Select from pre-built service reports or create your own
3. Filter & Customise – Use filters like date range, pipeline, agent, or ticket status
4. Save & Share – Save your favourite reports and schedule them to be emailed to your team automatically

💡 Pro Tips for Using Customer Service Reports

✔ Check Reports Weekly – Stay ahead of issues and make changes before problems escalate

✔ Look Beyond the Numbers – Read customer comments for context behind satisfaction scores

✔ Segment Your Data – Break down results by team, ticket type, or priority for more actionable insights

✔ Use Reports for Coaching – Identify top performers and support team members who need help

✔ Automate Regular Updates – Schedule recurring reports to stay informed without extra admin work

By using HubSpot’s customer service reports effectively, you’ll get a clearer picture of what’s working, where to improve, and how to consistently deliver the kind of service your customers remember—in a good way. 🙌

Ready to start making data work for your support team? Let’s go. 🚀