Table of contents
Reports
Reports are accessible to Administrators to review the use of Helpdesk and Staff
User Evaluation Reports
Worklog Overview
Report shows the total number of hours a technican has spend on a number of tickets.
Select data range to run the report.
Worklog Report
Report consists of two parts. Worklog report and Worklog details Worklog Report (Details) shows time taken to resolve tickets by the technician.
Select technician and select date range to run the report.
Worklog Report (Details)
On the same screen, details are shown of each ticket by worklog, its duration and details.
User Activity Report
Report shows each activity of a technician by ticket.
Select data range and technician to run the report.
System Evaluation Reports
Last 7 Days
Report shows new tickets in the last 7 days included with key information like Resolved Tickets, Closed Tickets, Avg. Response Time and Ticket ratings.
New Tickets
Report shows each activity of a technician by ticket.
Date range and Priorities can be filtered.
Technician can be filtered.
New tickets can be seen in a Heatmap format
Tickets Satisfaction
Report shows Ticket Satisfaction when feedback is provided.
Date range and Priorities can be filtered.
Ticket Worklog Details
Report shows ticket worklog details by ticket.
Select date range to run the report.
Other filters include Ticket Status and Priority.
And thorough worklogs where Technicians have logged worklogs.
