Reporting on your Cases with your Salesforce Org

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If you're looking to report on your Desk.com data in your Salesforce Org you can take advantage of the data synchronization provided by Desk Connect. Desk Connect is a bi-directional sync between Desk and Salesforce and available to Desk.com subscriptions on either the Pro plan or the Business Plus plan. Desk Connect allows you to synchronize your data without having to manually enter and maintain data in two different systems.

Desk Connect offers two synchronization features: selectively syncing data continuously and the complete synchronization of all company, customer, and case data.

The power of Desk Connect extends to reporting, allowing your synchronized data to be included in reports in either Desk or Salesforce. Along with reporting, synchronizing your data with Salesforce means you can leverage your Desk data with Salesforce features.

Data values that sync from Desk to Salesforce:
Company Priority First Opened At Labels
First & Last Name Channel Time of First Response Body
Email Address Case Status First Resolved At CSAT Rating
City, Region, Location Assigned Agent Resolved At Company Custom Fields
Twitter ID Assigned Group Inbound Messages Customer Custom Fields
Facebook URL Created At Outbound Messages Case Custom Fields

Click here if you need instructions for getting started with and setting up Desk Connect.
 

EXAMPLES FOR REPORTING DESK DATA IN SALESFORCE:

Overview Example - Summarize Volume of Cases created this month.

  1. In Salesforce, navigate to Reports and click New Reports
  2. Under Customer Support Reports, choose Cases
  3. Click Create
  4. Update the time range to “This Month”
  5. Drag and drop any desired columns of case data (e.g. Case ID, Case Owner, Case Origin, etc.)
  6. Click Save
  7. Name the report and select its location
  8. Click Run Report

*These instructions were generated for use in either Salesforce's Lightning Experience or Classic.
 

Group Example - Summarize case Volume for cases created this week & ASSIGNED TO THE MANAGEMENT GROUP.

  1. Clone an existing Cases Report and Customize or Create a new Cases Report
  2. Under Customer Support Reports, choose Cases
  3. Click Create
  4. Update the time range to “This Week”
  5. Next to Filters, click Add
  6. Select your list based Custom Field with the values that align to your Desk Groups
  7. Drag and drop any desired columns of case data
  8. Click Save to name the report and select its location
  9. Click Run Report

Agents Example - Summarize TODAY'S Unresolved case Volume PER AGENT.

  1. Clone an existing Cases Report and Customize or Create a new Cases Report
  2. Update the time range to “Today”
  3. Next to Filters, click Add
  4. Select “Status” “not equal to” “Closed”
  5. Next to Preview, click Tabular Report and change to Summary Report
  6. Drag and drop “Case Owner” as a grouping in the report
  7. Drag and drop any desired columns of case data (e.g. status, case origin, etc.)
  8. Click Save to name the report and select its location
  9. Click Run Report

Custom field Example - Summarize CASES Created From April 15 to may 31 with inquiry type “Sales”

This is for list value or true/false custom fields at the company, customer or case level that have been replicated in Salesforce and mapped in Desk Connect.
  1. Clone an existing Cases Report and Customize or Create a new Cases Report
  2. Update the time range to “Custom” and enter in the from and to date values
  3. Drag and drop case custom fields into the report (quickly search for fields in the Quick Find box on the left)
  4. Drag and drop any additional columns of case data
  5. Click Save to name the report and select its location
  6. Click Run Report

REPORTING METRICS:

Because these metrics are focused on Desk.com reporting values, reporting on the metrics in Salesforce may require the use of formulas or custom reports as some of the metrics may not be readily available in Salesforce.

OVERVIEW REPORT Metrics available in SALESFORCE with desk connect:

Created Cases: The count of cases created within the selected date created range.
Resolved Cases: The count of cases in a resolved status.
Time to First Response: For cases created by an inbound interaction, use the time to first response.
Agent Replies Per Resolve: The count of outgoing messages in cases that are resolved divided by the total number of resolved cases.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at).
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.
Inbound Interactions: The number of incoming messages (sent by customers).
Outbound Interactions: The number of outgoing messages.
Resolved w/o Response: The number of cases resolved with 0 outbound messages.
 

Group REPORT Metrics available in SALESFORCE with desk connect:

Created Cases: The count of cases created within the selected date created range.
Resolved Cases: The count of cases in a resolved status.
Time to First Response: For cases created by an inbound interaction, use the time to first response.
Agent Replies Per Resolve: The count of outgoing messages in cases that are resolved divided by the total number of resolved cases.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at).
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.
Inbound Interactions: The number of incoming messages (sent by customers).
Outbound Interactions: The number of outgoing messages.
Resolved w/o Response: The number of cases resolved with 0 outbound messages performed by agents within a particular group.
 

Agent REPORT Metrics available in SALESFORCE with desk connect:

Created Cases: The count of cases created within the selected date range.
Resolved Cases: The count of cases in a resolved status.
Time to First Response: For cases created by an inbound interaction, use the time to first response.
Agent Replies Per Resolve: The count of outgoing messages in cases that are resolved divided by the total number of resolved cases.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at).
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.
Inbound Interactions: The number of incoming messages (sent by customers).
Outbound Interactions: The number of outgoing messages.
Resolved w/o Response: The number of cases resolved with 0 outbound messages performed by agents within a particular group.
 

Custom Fields REPORT Metrics available in SALESFORCE with desk connect:

Assigned Cases: The total number of times that the custom field value was applied to cases during specified time range.
Resolved Cases: The count of cases in a resolved status.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at) for cases with the qualifying custom field value.
Average Interactions: The average number of inbound and outbound messages for cases with the custom field value. This is calculated by taking the total inbound and outbound interactions on cases with that custom field value and dividing by the total number of cases with that custom field value.
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.