Reports Overview

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

Ticket Reports

• Summary — Shows a list of tickets within a date range, with a diagram showing how many tickets you have in different statuses and different categories.
• Tickets per day — Shows a bar chart with the 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 system.
• Real-time dashboard — Shows currently active tickets, new tickets, online agents, average response time, etc. Updates automatically in real time.
• Due dates calendar — Shows tickets with due dates in a calendar layout. You can drag and drop tickets on the calendar.
• 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.
• Company statistics — Ticket numbers grouped by companies.
• Technician statistics — Shows a list of users with tickets handled 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.
• Deleted tickets — Trash bin containing recently deleted tickets.
• Audit Log — Contains entries of various system actions and events.

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.

Time Values

Time spent is a SUM of "time spent" values for all the tickets assigned to a technician, 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.