Helpdesk Summary Report

This is a general summary report of the tickets that users have submitted in a date interval. Specify the date interval in a YYYY-MM-DD format, select a category, and the report will show the corresponding tickets.

By default, the From and To fields' contents are set to the last two weeks.

"Time spent" represents the time spent by a technician on the ticket. It is the "time spent" field that is present in every ticket. You can see the automatic "stopwatch" counter whenever you open a ticket in the web-app. You can also edit this field manually if the automatic tracker doesn't work for you.

"Response time" is the time between a ticket has been created and the "start time" (when the ticket has been taken by a technician).

"Duration" is the time between ticket creation and ticket being closed/resolved.

Read more on other reports in the help desk app.