Helpdesk Reports Area

Almost every report in the helpdesk system allows selecting a date range: Today, Last week, Last month or Custom, and then additionally filter the data by ticket-category, technician etc.

The following reports are available in the helpdesk system:

Ticket reports

• Summary report shows a list of tickets within a date range, with a diagram - how many tickets you have in different statuses and different categories.
• Tickets per day report shows a bar chart - each bar shows a number of tickets submitted and closed per day.
• Custom report allows you to build a custom report with various parameters.
• Response speed shows average response times and total resolution times.
• Overdue tickets - tickets that are (or were) past their due date
• Scheduled tickets - shows all scheduled tickets in the helpdesk system.
• Real-time dashboard shows currently active tickets, new tickets, online agents, average response time, total tickets, etc. The dashboard updates automatically in real time.
• Due dates calendar - shows tickets with due dates in a calendar layout. You can even drag and drop tickets on the calendar to organize your schedule.
• Kanban - visual Kanban board that allows dragging tickets between statuses

User reports

• User statistics - shows a list of users with the number of tickets submitted by each user - both closed and active.
• Company statistics - ticket numbers grouped by companies.
• Technician statistics shows a list of users with a number of tickets handled by user and tickets closed by user.
• Customer satisfaction satisfaction rating summary

System reports

• Knowledge base - shows the most popular articles in the knowledge base, view statistics, and KB search history so you can see what users need most
• Deleted tickets - trash bin containing recently deleted tickets
• Audit Log - contains entries of various system actions and events like deleting tickets, categories, custom fields, users, companies, etc.

Report permissions

If you need additional control over report permissions, you can adjust permissions by clicking "Edit report permissions" at the bottom. The available levels are Administrators, Technicians, and Technicians and managers, which can be set for each report.

Time values

Many reports will have time values like "Response time" or "Duration". Here are the descriptions:

"Time spent" is simply a SUM of "time spent" values for all the tickets assigned to a technician, and created within the date range. "Response time" is the time between ticket creation date and ticket "start date" (when it's been moved to "in-process"). "Duration" is the time between ticket creation and ticket closing. "Processing time" is the time between ticket "start date" and ticket closing.