Numerics integrates with Help Scout to let you create dashboards that visualize important customer success metrics like customer happiness scores, response times, knowledge base performance and more. It also lets you combine business metrics from WooCommerce, Jira Cloud, Google Analytics, Google Sheets & a variety of tools in your tech stack - into a unified, customer support dashboard that is glanceable and easy to understand.
With Numerics, track customer success metrics so you never lose sight of how your help desk, knowledge base and live chat are performing. Now focus on the KPIs that matter most and make data-driven decisions to your customer support strategy anywhere, every time!
Help Scout is a dedicated customer support platform empowering 12,000+ customer facing support teams around the world from small businesses to high-growth startups and non-profits. Built to deliver best-in-class customer service, Help Scout provides an email and live chat based customer support platform for customer service professionals. Their knowledge-based tool delivers help content right where customers need it - all within one powerful solution.
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Pre-built Help Scout KPI Templates.
Easy-to-use widget templates that serve as the building blocks to customizing your Help Scout dashboard.
Easy custom customer support dashboard design.
Connect with your Help Scout account and create your own dashboards in minutes. No coding or training is required.
Help Scout Dashboard Setup GuideSecure, direct device-to-Help Scout connections.
The only Help Scout Dashboard tool on the planet that does not replicate your data and connects to the Help Scout servers directly from your devices. No intermediary cloud servers, secure by design.
KPIs & Key Metrics for Help Scout Dashboards
Build live customer support dashboards using the pre-designed Help Scout dashboard widgets or KPI templates listed below.
Personal Help Scout KPIs
Track personal customer service KPIs and metrics in a Help Scout dashboard in real time.
My active tickets
The total number of active tickets assigned to you for a specific Help Scout mailbox.
My tickets
The total number of tickets assigned to you for a specific Help Scout mailbox.
Ticket distribution by status
Tickets assigned to you broken down by their status for a specific Help Scout mailbox.
User By Help Scout Mailbox
Get customer success metrics at an agent level to understand their individual KPI performance from Help Scout data.
Average resolution time
The average amount of time it takes from the time a conversation is created to the time it is resolved by a chosen user, for a specific Help Scout mailbox within your chosen time span on dashboards.
Average response time
The average amount of time a customer is waiting for a response from your team, by a chosen user for a specific Help Scout mailbox within your chosen time span.
Conversations created
The total number of conversations created by a chosen user for a specific mailbox within your chosen time span.
Support Team By Help Scout Mailbox
Monitor support teams KPIs like new conversations, resolution and response times on a Help Scout dashboard.
Average replies to resolve conversations
The total number of replies sent to the customer by a chosen team before the conversation is resolved, for a specific Help Scout mailbox within your chosen time span on dashboards.
Closed conversations
The total number of conversations marked with a Closed status by a chosen team, for a specific mailbox within your chosen time span.
Conversations
The total number of active or updated support conversations by a chosen team for a specific mailbox within your chosen time span.
Overall Company Help Desk KPIs
Improve customer support KPIs and metrics with dashboards designed with Help Scout data.
Distribution of customers helped
The distribution of the number of customers helped by the members of your team within your chosen time span on dashboards.
Distribution of replies by team members
The distribution of the number of replies sent by the users of your team within your chosen time span.
Overall customers helped
The total number of customers your team has replied to within your chosen time span.
Company By Mailbox
Monitor company customer support data for a specific mailbox in a Help Scout dashboard.
Customers helped trend
A trend of customers helped by your teams for a specific Help Scout mailbox plotted on a line graph within your chosen time span.
Replies
The total number of replies sent by members of your team to customers for a specific Help Scout mailbox within your chosen time span.
Replies per day
The total number of replies sent per day on average to customers for a specific mailbox within your chosen time span on dashboards.
Overall Productivity
Build dashboards to track overall performance and productivity of your help desk with customer success metrics from Help Scout data.
Average first response time
The average amount of time a customer is waiting for a first response from your team, subsequent response times are not included, within your chosen time span.
Average handle time
The total amount of time taken to send a reply to a customer after pressing the reply button, including drafts, within your chosen time span.
Average replies to resolve conversations
The total number of replies sent to the customer before the conversation is resolved within your chosen time span.
Productivity By Mailbox
Track customer support performance with KPIs like resolution times and more with Help Scout dashboards.
Average resolution time
The average amount of time it takes from the time a conversation is created to the time it is resolved, for a specific Help Scout mailbox within your chosen time span.
Average response time
The average amount of time a customer is waiting for a response from your team, for a specific mailbox within your chosen time span on a Help Scout dashboard.
Closed conversations
The total number of conversations with a Closed status, for a specific mailbox within your chosen time span.
Overall Conversation
Build dashboards with your Help Scout account to track and improve customer success metrics and KPIs.
Conversation distribution by saved replies
The distribution of support conversations by the saved replies used within your chosen time span on dashboards.
Conversation distribution by tags
The distribution of support conversations by the tags within your chosen time span.
Conversation distribution by workflows
The distribution of support conversations by the workflows applied within your chosen time span.
Conversation By Mailbox
Connect to your Help Scout data to build dashboards that track KPIs and metrics for a mailbox in real time.
Conversation distribution by customers
The distribution of support conversations by the customers for a specific mailbox within your chosen time span.
Conversations
The total number of active or updated support conversations for a specific Help Scout mailbox within your chosen time span.
Conversations per day
The average number of new or updated support conversations per day for a Help Scout specific mailbox within your chosen time span.
Overall Happiness
Monitor overall customer happiness KPIs and metrics in dashboards from Help Scout data.
Customer happiness distribution by ratings
Customer happiness score broken down by the ratings received for support responses within your chosen time span.
Overall happiness score
The happiness score based on the number of ratings received for support responses within your chosen time span.
Overall ratings
The total number of ratings received for support responses within your chosen time span.
Knowledge base KPIs
Build dashboards to track performance and metrics of knowledge base from Help Scout data in real time.
Percentage of answers found
The percentage of views where the customer viewed an article on your specified docs website and didn’t contact support within your chosen time span.
Percentage of failed results
The percentage of views where the customer exited without viewing an article on your specified docs website within your chosen time span.
Percentage of views resulting in support emails
The percentage of views where the customer then sent an email to support on your specified docs website within your chosen time span.
Customer Success Metrics By Mailbox
Track customer happiness KPIs for on a Help Scout dashboard.
Customer happiness distribution by ratings
Customer happiness score broken down by the ratings received for support responses for a specific Help Scout mailbox within your chosen time span.
Happiness score
The happiness score based on the number of ratings received for support responses for a specific Help Scout mailbox within your chosen time span.
Ratings
The total number of ratings received for support responses for a specific Help Scout mailbox within your chosen time span.
Chat KPIs
Track chat performance KPIs and metrics in a Help Scout dashboard.
Chats per day
The average number chats per day, including both missed and completed chats within your chosen time span.
Completed chats status
The total number of chat conversations that were accepted compared to the total number of chats within your chosen time span.
Messages per chat
The average number of messages sent by your team members in a chat session within your chosen time span.
Phone KPIs
Monitor progress of support professionals with metrics and KPIs from Help Scout data for phone calls.
Customers
The total number of customers that were provided support by phone calls in Help Scout within your chosen time span.
Phone calls created
The total number of phone conversations recorded by your team using phone notes in Help Scout within your chosen time span.
Phone conversations
The total number of phone conversations including all phone conversations in Help Scout and those logged by voicemail or phone integrations within your chosen time span.
A Native Help Scout Dashboard App for all your Apple devices
Apple Watch: Wear your Help Scout KPIs.
Help Scout Metrics Everywhere!
Have your KPIs & metrics break out of your customer support dashboard app into other parts of your devices.
Lock-screen widgets on your iPhone.
Keep track of your most important customer service metrics of Help Scout right from your iPhone lock screen.
Notification center widgets for your Mac.
Connect your Help Scout metrics to your MacOS sidebar.
Help Scout data driven home screens for your iOS Devices.
Native home screen widgets for your iPad & iPhone powered by data from your Help Scout account.
Watch complications for your Apple Watch faces.
Design a custom customer support watch face using Help Scout data.
Make Siri Help Scout data aware!
“Hey Siri, what’s the status of missed chats today?"
“Missed chats status for the Acme One Support team is at 20% with a value of 109 chats out of 520.”
Stream & share Help Scout KPIs with other users.
Stream a customer support dashboard to other Numerics users & co-create dashboards with your team in real-time via secure iCloud sharing & collaboration with Messages.
Related Documents:
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Help Scout Dashboard Setup Guide
A quick guide to getting started with Help Scout dashboards in Numerics.
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Browse all Help Scout specific Numerics documentation.
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Securely share your Help Scout dashboards with teams using templates.
Deploy group dashboards organization-wide. Import templates using a guided wizard.
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Display real-time dashboards on Apple TV to keep team members focused on their work.
An Help Scout Team Dashboard App for the Apple TV
Related Blog Posts:
Help Scout Integration Specifications:
Help Scout, PBC Support:
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