The Customer health table shows, company by company, how much each customer needs from you and how well you're serving them. Use it to spot an account that's writing in a lot, waiting too long, or getting unhappy before they tell you so.
Where to find it
Go to Reports (under Insights in the sidebar), then Customers. The table sits below the KPI row. It follows the date range and Help desk filter at the top of the page.
What's in the table
One row per company with tickets created in the period, up to 50 companies, busiest first. A company with unresolved tickets but nothing new in the period still gets a row, so a quiet account with an old problem doesn't disappear.
| Column | What it shows |
|---|---|
| Company | Click the name to open the company's page. |
| Tickets | Tickets created in the period. |
| Unresolved now | Tickets not closed right now, whenever they were created. |
| Median 1st response | Median business time to the first public reply, on the period's tickets. |
| SLA met | Of the period's tickets whose SLA has an outcome, the share that finished with every target met. A ticket that missed any target counts as not met, even if it's still open. SLAs still running aren't counted. |
| CSAT | The share of 4–5 star ratings on the period's tickets. |
| Frustrated | Tickets that AI triage flagged as coming from a frustrated customer. |
SLA met and CSAT are coloured: green at 90% or more, amber from 70%, red below 70%. A Frustrated count above zero shows in red. n/a means there's nothing to measure yet, for example no ratings in the period.
Only tickets linked to a company appear here. Tickets from contacts without a company still count in Top contacts below the table, but not in Customer health. See Contacts and companies for linking contacts to a company.
Sorting
Click any column heading to sort by it; click the same heading again to reverse the order. Blanks always sink to the bottom.
- The first click on Tickets, Unresolved now, SLA met, CSAT or Frustrated puts the highest first. Click again for the lowest first.
- The first click on Median 1st response puts the fastest first. Click again for the slowest first.
Useful sorts:
- Unresolved now (first click): who has the most waiting on you.
- Median 1st response (second click): who's waiting longest for a first answer.
- SLA met or CSAT (second click): who's getting the worst service.
- Frustrated (first click): where AI triage has spotted unhappy customers.
The rest of the Customers report
Above the table, the KPI row shows Contacts with tickets, Companies with tickets, Repeat contact rate (contacts who raised two or more tickets in the period) and Frustrated customers, each compared with the previous period. Below it, Top contacts lists the people who raised the most tickets.
Frustrated figures come from Jev's AI triage, so they stay at zero unless AI triage & assist is switched on for the desk in Settings → Help Desks.
Tips
- Check the table weekly with Last 30 days. A company near the top for both Tickets and Unresolved now is worth a proactive call.
- Pair it with the Monthly summary, whose Top customers section shows your five busiest companies and how they compare with the month before.
- For definitions of every figure, see How IntelliDesk calculates your report numbers.