|
Reports are generated for tickets which have already completed the processing (available in read-only form – cannot be edited). Reports of this group enable the control of ticket handling quality (for specific days, months, by individual technical support employees).
The reports are archival and unchangeable. Re-generation of a report with the same arguments will always produce the same results.
Reported data:
Response time – time from ticket creation to the first public comment by a user with “administrator” or “technical support” role.
Work time – duration of work on the ticket, entered by a technical support employee.
Average number of comments from requester – number of comments authored by the requester divided by the total number of tickets.
The total time average and comment average is a weighted value: (number of objects in a row * row value)/total number of objects.
Types of closed ticket reports (click the report name to expand the description):
Closed tickets by days
The report presents an overview of ticket processing in range of days.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Closing date until:
|
date (range: 1 day)
|
date selection
|
last day of the last month
|
not possible to select the current day; maximum time from the start date: 100 days
|
Closing date from:
|
date (range: 1 day)
|
date selection
|
first day of the last month
|
no date limitations
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
-
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
-
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
-
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
-
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
-
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
-
|
Reported data:
Example:
Day
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
January 1, 2016
|
8
|
30 min
|
1 h
|
8 h
|
1 h
|
8 h
|
1 h
|
8 h
|
1 h
|
8 h
|
1 h
|
8 h
|
3.5
|
January 2, 2016
|
10
|
45 min
|
1 h 30 min
|
8 h 30 min
|
1 h 30 min
|
8 h 30 min
|
1 h 30 min
|
8 h 30 min
|
1 h 30 min
|
8 h 30 min
|
1 h 30 min
|
8 h 30 min
|
4
|
January 3, 2016
|
12
|
15 min
|
30 min
|
7 h 30 min
|
7 h 30 min
|
7 h 30 min
|
30 min
|
7 h 30 min
|
30 min
|
7 h 30 min
|
30 min
|
7 h 30 min
|
4.5
|
average
|
10
|
29 min
|
58 min
|
-
|
58 min
|
-
|
58 min
|
-
|
58 min
|
-
|
58 min
|
-
|
4.07
|
total
|
30
|
-
|
-
|
24 h
|
-
|
24 h
|
-
|
24 h
|
-
|
24 h
|
-
|
24 h
|
-
|
Visual presentation:
Chart: point/line chart of the number of tickets closed from the given day.
Chart: point/line chart of the average response time from the given day.
Chart: point/line chart of the average time in “open”, “waiting for response”, “suspended” status from the given day.
Chart: point/line chart of the average time from opening to closing from the given day.
Chart: point/line chart of the average work time from the given day.
Chart: bar chart of the total work time from the given day.
Chart: point/line chart of the average number of comments from the requester from the given day.
|
Closed tickets by weeks
The report presents an overview of ticket processing in range of weeks.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Closing date until:
|
date (range: 1 week)
|
date selection
|
last completed week
|
not possible to select the current week; maximum time from the start date: 15 weeks (105 days)
|
Closing date from:
|
date (range: 1 week)
|
date selection
|
four weeks back from the last completed week
|
no date limitations
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
-
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
-
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
-
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
-
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
-
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
-
|
Reported data:
Example:
Week
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
January, 4 - 10 2016
|
100
|
30 min
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
3.5
|
January 11 - 17, 2016
|
150
|
45 min
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
4
|
January, 18 - 24 2016
|
200
|
15 min
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
4.5
|
average
|
150
|
28 min 59 sec
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
4.11
|
total
|
450
|
-
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
Visual presentation:
Chart: point/line chart of the number of tickets closed from the given week.
Chart: point/line chart of the average response time from the given week.
Chart: point/line chart of the average time in “open”, “waiting for response”, “suspended” status from the given week.
Chart: point/line chart of the average time from opening to closing from the given week.
Chart: point/line chart of the average work time from the given week.
Chart: bar chart of the total work time from the given week.
Chart: point/line chart of the average number of comments from the requester from the given week.
|
Closed tickets by months
The report presents an overview of ticket processing in range of months.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Closing date until:
|
date (range: 1 month)
|
date selection
|
last completed month
|
not possible to select the current month; maximum time from the start date: 3 months
|
Closing date from:
|
date (range: 1 month)
|
date selection
|
first month of the quarter with the last completed month
|
no date limitations
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
-
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
-
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
-
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
-
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
-
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
-
|
Reported data:
Example:
Month
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
January 2016
|
100
|
30 min
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
3.5
|
February 2016
|
150
|
45 min
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
4
|
March 2016
|
200
|
15 min
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
4.5
|
average
|
150
|
28 min 20 sec
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
56 min 40 sec
|
-
|
4.11
|
total
|
450
|
-
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
Visual presentation:
Chart: point/line chart of the number of tickets closed from the given month.
Chart: point/line chart of the average response time from the given month.
Chart: point/line chart of the average time in “open”, “waiting for response”, “suspended” status from the given month.
Chart: point/line chart of the average time from opening to closing from the given month.
Chart: point/line chart of the average work time from the given month.
Chart: bar chart of the total work time from the given month.
Chart: point/line chart of the average number of comments from the requester from the given month.
|
Closed tickets by assignees
The report shows an overview of ticket processing for each technical support employee.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Closing date until:
|
date (range: 1 day)
|
date selection
|
last day of the last month
|
not possible to select the current month; maximum time from the start date: 100 days
|
Closing date from:
|
date (range: 1 day)
|
date selection
|
first day of the last month
|
no date limitations
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
-
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
-
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
-
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
-
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
-
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
-
|
Reported data:
Example:
Employee
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
Jan Kowalski
|
100
|
30 min
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
3.5
|
Piotr Nowak
|
150
|
45 min
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
4
|
Anna Nowak
|
200
|
15 min
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
4.5
|
total
|
450
|
-
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
Employee
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
(no assignee)
|
2
|
30 min
|
1 h 30 min
|
2 h 30 min
|
1 h 30 min
|
2 h 30 min
|
1 h 30 min
|
2 h 30 min
|
8 h
|
2 h 30 min
|
8 h
|
2 h 30 min
|
3.5
|
Visual presentation:
Chart: bar chart of the number of closed tickets for the assignee + dotted line with mean value.
Chart: bar chart of the assignee’s average response time + dotted line with mean value.
Chart: bar chart of the average time in “open”, “waiting for response”, “suspended” status for the assignee.
Chart: bar chart of the average time from opening to closing for the assignee + dotted line with mean value.
Chart: bar chart of the assignee’s total work time + dotted line with mean value.
Chart: bar chart of the average number of requester’s comments for the assignee + dotted line with mean value.
|
Closed tickets by priorities
The report shows an overview of ticket processing for specific ticket priorities.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Closing date until:
|
date (range: 1 day)
|
date selection
|
first day of the last month
|
not possible to select the current month; maximum time from the start date: 100 days
|
Closing date from:
|
date (range: 1 day)
|
date selection
|
last day of the last month
|
no date limitations
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
-
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
-
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
-
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
-
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
-
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
-
|
Reported data:
Example:
Priority
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
High
|
100
|
30 min
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
3.5
|
Medium
|
150
|
45 min
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
4
|
Low
|
200
|
15 min
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
4.5
|
total
|
450
|
-
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
Visual presentation:
Chart: bar chart of the number of closed tickets for the priority + dotted line with mean value.
Chart: bar chart of the average response time for the priority + dotted line with mean value.
Chart: bar chart of the average time in “open”, “waiting for response”, “suspended” status for the priority.
Chart: bar chart of the average time from opening to closing for the priority + dotted line with mean value.
Chart: bar chart of the total work time for the priority + dotted line with mean value.
Chart: bar chart of the average number of requester’s comments for the priority + dotted line with mean value.
|
Closed tickets by categories
The report shows an overview of ticket processing for specific ticket categories.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Closing date until:
|
date (range: 1 day)
|
date selection
|
first day of the last month
|
not possible to select the current month; maximum time from the start date: 100 days
|
Closing date from:
|
date (range: 1 day)
|
date selection
|
last day of the last month
|
no date limitations
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
-
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
-
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
-
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
-
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
-
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
-
|
Reported data:
Example:
Category
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
Printers
|
100
|
30 min
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
3.5
|
Scanners
|
150
|
45 min
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
4
|
Monitors
|
200
|
15 min
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
4.5
|
total
|
450
|
-
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
Visual presentation:
Chart: bar chart of the number of closed tickets for the category + dotted line with mean value.
Chart: bar chart of the average response time for the category + dotted line with mean value.
Chart: bar chart of the average time in “open”, “waiting for response”, “suspended” status for the category.
Chart: bar chart of the average time from opening to closing for the category + dotted line with mean value.
Chart: bar chart of the total work time for the category + dotted line with mean value.
Chart: bar chart of the average number of requester’s comments for the category + dotted line with mean value.
|
Closed tickets by departments
The report shows an overview of ticket processing for specific ticket departments.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Closing date until:
|
date (range: 1 day)
|
date selection
|
last day of the last month
|
not possible to select the current month; maximum time from the start date: 100 days
|
Closing date from:
|
date (range: 1 day)
|
date selection
|
first day of the last month
|
no date limitations
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
-
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
-
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
-
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
-
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
-
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
-
|
Reported data:
Example:
Department
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
Warsaw
|
100
|
30 min
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
1 h
|
100 h
|
3.5
|
Wroclaw
|
150
|
45 min
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
1 h 30 min
|
200 h
|
4
|
Krakow
|
200
|
15 min
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
30 min
|
150 h
|
4.5
|
total
|
450
|
-
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
450 h
|
-
|
Department
|
Number of closed tickets
|
Average response time
|
Time in ‘Open’ status
|
Time in ‘Waiting for response’ status
|
Time in ‘Suspended’ status
|
Time from opening to closing
|
Work time
|
Average number of requester comments
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
average
|
total
|
(no department)
|
2
|
30 min
|
1 h 30 min
|
2 h 30 min
|
1 h 30 min
|
2 h 30 min
|
1 h 30 min
|
2 h 30 min
|
8 h
|
2 h 30 min
|
8 h
|
2 h 30 min
|
3.5
|
Visual presentation:
Chart: bar chart of the number of closed tickets for the department + dotted line with mean value.
Chart: bar chart of the average response time for the department + dotted line with mean value.
Chart: bar chart of the average time in “open”, “waiting for response”, “suspended” status for the department.
Chart: bar chart of the average time from opening to closing for the department + dotted line with mean value.
Chart: bar chart of the total work time for the department + dotted line with mean value.
Chart: bar chart of the average number of requester’s comments for the department + dotted line with mean value.
|
|
