User Statistics

The User Statistics report gives you a quick overview of activity by requesters (end-users) in your helpdesk during a selected time period. Use it to identify your most active users, spot accounts generating many open tickets, and understand where the team spends the most time.

Date range

• Date range: last 7 days, last 30 days, this month, previous month, or a custom range.

Columns explained

• User: The requester, shows username or email. Clicking opens the user profile with their tickets.
• Tickets Submitted: Number of tickets this user created within the selected date range.
• Active Tickets: Active tickets from this user. "Active" means any status except Closed.
• Time Spent (Total): Sum of all time-tracking entries your agents logged on this user's tickets within the selected period.

Typical uses

• Identify power users who create many tickets.
• See which departments or customers consume the most agent time.
• Proactively reach out to users with many active or aging tickets.

Exporting

• Use the "CSV" button to download the table for further analysis (pivot tables, charts, etc.).

Permissions

• Data visibility follows your existing permissions. If you cannot see certain categories or tickets, they will not be included in your report view.