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Match support coverage to the queue, hour by hour
Every ticket your team closes is counted, timed and scored for satisfaction. The hours that closed it, and the tools those hours went into, are one average.
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Measure the shift, not the ticket count
Without Insightful
Ticket counts are level and nobody can see who absorbed the escalations.
Two ticket types eat the week and the average tells you none of that.
The schedule is checked against what happened once the week has already gone.
Lookups, research and approvals happen in other tools, and none of that time is counted.
Reply speed is what a chat window shows. It says nothing about what a shift closed.
With Insightful
Hours, productive time and after-hours work across every agent, side by side.
Time by ticket type and by queue, each measure against the period before.
Hours held against the queue while the shift is running, by time zone.
Time in every application an agent touches while a ticket is open, ranked.
Productive time and output compared across office and remote, at team level.
Staff the support queue to the hour it breaks
Coverage is read against the queue hour by hour while the shift runs, so a short afternoon shows before it turns into a backlog.
- Read coverage against the queue while the shift is still running
- Flag an absence with no time-off record behind it
- Compare coverage across time zones on a follow-the-sun schedule
See who is carrying the escalations this week
Unscheduled calls, message threads and email count too, so the total is what coordination took, read agent by agent across the team.
- Compare hours and productive time across the whole team
- Read after-hours work as a trend against the period before
- Split communication time from focus time for escalation agents
See where the afternoon goes
Price the queue from the tools it runs through
Usage comes off the endpoint, so every system a ticket passes through is ranked by time, whichever help desk the queue happens to run on.
- Rank time in every system a ticket passes through
- Price a tooling change in hours before you sign it
- Build cost per ticket from hours held rather than volume
Agree what is collected, team by team
Support teams handle customer data every hour of the shift, so the capture boundary gets asked first. Scope is agreed per team before rollout.
- Agree collection scope per support team before rollout
- Leave screenshots off unless an admin turns them on
- Narrow any control further for a team handling payment data
What stays inside the ticket, and what is counted
Insightful records which applications and pages were used and for how long. The ticket text stays where it is, and every control is yours to narrow further.
Three answers the help desk report never gives
Together they show which ticket types eat the week, whether the afternoon gap is staffing or tooling, and who is carrying the escalations.
Which two ticket types eat the week?
Time by ticket type and by queue, with the tail of outside-system work attached to each.
Is the afternoon gap staffing or tooling?
Coverage against the queue read on the day, beside ranked time in each system.
Who is carrying the escalations?
Hours, productive time and after-hours work across every agent, side by side.
Two support teams that stopped guessing at the queue
Operations, finance and compliance read the same adjuster hours when the quarter closes, so the slow step arrives with a name on it.
Every system your support team runs on, connected
Insightful connects to Zendesk, Freshdesk, Zoho Desk and Intercom, among 50+ integrations. You can talk to your work data with MCP connectors.
Match the coverage to the queue, not to the forecast
What enterprise leaders ask us most
The hours. A help desk reports tickets: volume, first response, resolution time, CSAT. Insightful is a work insights platform. It collects hours, application use and meeting load from desk-based teams and reports them by team, each measure against the period before. On a support floor that means the time behind each ticket and the applications an agent works in while it sits open. It says nothing about ticket quality. That stays the help desk's job.
Zendesk, Freshdesk, Zoho Desk, Intercom and Jira Service Management, among 50+ integrations. It does not much matter which: activity comes from the Insightful desktop application rather than from the help desk's API, so a queue running on something homegrown is reported the same way as one running on Zendesk.
No. That one is built around the call and it lives on its own page. This is for ticketed and chat-based support, where the work happens across applications rather than on a line. Teams running both read them together, and the measures do not line up: handle time on a call and handle time on a ticket are counted differently and should not be compared.
No. It records which applications and pages were used and for how long, and it logs no keystrokes, records no audio or video, and reads the content of no ticket, message or email. Which does mean it cannot tell a hard ticket from an easy one on its own. Time in the tools is what it reads; the ticket text stays where it is.
No. It records which applications and pages were used and for how long, and it logs no keystrokes, records no audio or video, and reads the content of no message, email or document. It does not see claim images, payment records or policyholder data of any kind. What it does see is how long an adjuster spent in the policy system against how long in the spreadsheet beside it. If that is more than a particular team should expose, collection scope is set per team before the desktop application is deployed.
