Mastering Data Views and Reports in Supportbench

Marcel Gravelle

20-Aug-2024

Efficient data management is crucial for any customer support operation. Supportbench provides powerful data view capabilities that allow you to customize how you view and interact with your ticket data, enabling you to streamline workflows and enhance productivity. In this article, we’ll explore the key features of data views in Supportbench and provide detailed steps on how to use them effectively. Data views are also how we make detailed, exportable reports.

Using Filters and Queries

Apply Filters and Properties:

Filters and queries for data views are critical components in a helpdesk system, providing numerous advantages that enhance the efficiency, accuracy, and effectiveness of customer support operations.

1. Open Data View or Create new View:
   
   - First, navigate to your command center (case list) 
   - Click on the “New Data View” button!
   
   
    
2. Set View Filters and Properties:
   
   - Give your View a name and lock it down to a team or agent, or make it global.
   
   
    
3. Now, Navigate to (ticket) Properties and begin selecting the ticket properties that you want to filter for.
   
   
   
   
    
4. Next, navigate to the Cases and begin filtering by more ticket properties, such as issue, status, links or even ticket content.
   
   
    
5. Navigate to Companies or Contacts and lock this view or report down even further.
   
   
    

Custom Columns and Grouping

Add your own custom columns to your views, and group you tickets by the columns you want making it easy to view.

1. Now that we have set the filters for our view or report, we can navigate to “Ordering & Columns”
    
2. First, select your grouping. This is what your tickets are assorted by. For the above report, a good grouping could be status or contact.
   
   
    
3. Now, select your columns. These columns are your data points, they are what is important for you to visualize in a report.
   
   
    
4. To create Custom Colums (data points), navigate to Configuration > Custom Fields > New Field
   
   
    
5. Give your field a name and select its location. This will be Case Field, but its worth noting that you can create custom fields for things like contacts and companies as well.
    
6. Select the Custom field type, and save your field.
    
7. Add this field to your view or report and save your view.
   
   

Access and Edit Saved Views

1. Navigate to your command center and select the below dropdown
   
   

2. Enter in your view, and select the cog located to the right of the dropdown, from here we can update or delete your view.
   
   
    
3. Save the View

Exporting Data Views

Steps to Export Data Views for easy distrobution.

1. Select Data View.
   
   - Navigate to the data view you want to export.
   
   
    

2. Choose Export Format:
   - Select the format for your export (e.g., CSV, PDF).
    

3. Download Exported Data:
   - Save the exported data to your computer.

Supportbench’s data view functionality empowers you to manage and analyze your case data effectively. By customizing columns, applying filters, saving views, and ensuring real-time updates, you can tailor your data management to meet your team’s specific needs. Utilize these features to enhance your customer support operations and achieve greater efficiency and insight.