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Business hours and reports

Set a first-reply goal and open hours, read Desk analytics, and get a weekly report by email.

Updated . 3 min read.

Desk can time how fast you answer, show you how support is going, and email you a summary every Monday.

Set a response time goal

Open Desk settings → Routing and find Response time goal:

  1. Turn on Time first replies against a goal.
  2. Under First reply, choose how fast you aim to answer, from "Within 15 minutes" up to "Within 48 hours".
  3. Click Save goal.

Conversations opened after you save get a due time from the goal. They show as "Due in 18m" in the list and "Overdue" once late. Turning the goal off stops timing new conversations; older ones keep their due time. You can also set a different Reply due on one conversation under Details.

Count only your open hours

Below the goal, Business hours makes the goal count only the hours you are open, so a message that arrives Friday evening is due after you open on Monday.

  1. Turn on Count the response time goal in business hours only.
  2. Choose your Timezone.
  3. For each weekday, tick it and set when you open and close, or leave it as Closed.
  4. Click Save business hours.

Business hours only matter while a goal is on.

Analytics

Click Analytics in the Desk list's search panel. Pick Last 7 days, Last 14 days (the default) or Last 30 days, and optionally one teammate. You see:

  • Conversations - the total, compared with the previous period.
  • Median first reply and Median resolution - how fast you answer and close, compared with the previous period.
  • Customer satisfaction - the share of good ratings. Shown only once customers have rated conversations.
  • Answered by articles - the share of help center article views that ended without a message. Shown only once there are article views.
  • New conversations per day - a chart split into email and forms and surveys.
  • By teammate - conversations resolved and median first reply per person.
  • Response time goal - the share of conversations that met the goal and how many were missed, with a Change the goal link.

Weekly report

Under Desk settings → Weekly report, turn on Send me the Desk weekly report. Every Monday morning, in your workspace's timezone, you get a short email covering the last 7 days: conversations, first reply and resolution times, and the goal, satisfaction and help center figures when you have them.

Each person chooses for themselves - the setting changes only your own email. Nothing is sent for a week with no conversations, and every email has an unsubscribe link.

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