This guide helps your team get more value from TurboHelp's Team tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use this area to manage agents, groups, availability, workload, and team visibility.
Keep roles and group assignments intentional so each teammate sees the right work.
Review performance and notification settings whenever your support process changes.
The Reports page in TurboHelp gives administrators and team leads a clear view of support performance, customer activity, and help center usage. Use reports to understand what is working, where customers get stuck, and where your team may need more coverage.
Teammate Performance
The teammate performance report helps you review agent activity and effectiveness. Use it to compare workload, response behavior, conversation volume, and resolution patterns across the team.
This report is most useful when you read it as a trend over time instead of judging a single day in isolation.
Tickets and Conversations
Ticket and conversation reports show how much support volume your team receives and how that volume changes over time. They can help you identify busy days, repeated issues, and channels that need more attention.
Help Center Performance
Help center reporting shows how customers use your self-service content. Review article views, searches, and common unanswered questions to decide which articles need updates or which new articles should be written next.
Visitor and Live Chat Activity
Visitor and chat reports help you understand how customers interact with your website and live chat widget. Use this data to tune campaigns, staffing, pre-chat forms, and widget placement.
Using Reports Well
Look for patterns: A single spike may be an exception, but repeated spikes usually point to a real process issue.
Compare related metrics: High ticket volume plus slow first response may indicate a staffing or routing problem.
Act on search data: Repeated failed searches are excellent candidates for new help center articles.
Share insights: Reports are more valuable when the team uses them to improve workflows, not just measure output.
Best Practices
Grant the smallest role that lets each teammate do their job.
Use groups for real ownership boundaries such as Billing, Sales, or Technical Support.
Review workload, queues, and notifications after staffing or schedule changes.