HelpDesk Reports

There are two types of reports:

1. Ticket Reports – covering tickets in a general scope.

2. SLA Reports – strictly related to SLA metrics.

Ticket Reports:

Activity

These reports summarize user activity related to tickets and include data on:

• user response times (shown in detail, as averages, and totals),

• number of tickets by response time within a selected time unit (day, week, month),

• number of tickets by source,

• number of closed tickets,

• number of comments (both public and internal).

Unclosed Tickets

Reports in this section show data on tickets currently being handled. Their main purpose is to provide insight into the current state of the system, such as support team workload. These reports act as a live view — results may change over time.

You can review data grouped by agents, categories, departments, and priorities, or view overall data in summary form. For each group, you can see:

• total number of tickets,

• number of tickets by status (new, open, pending, awaiting approval, on hold, solved),

• additional information related to ticket response times.

Closed Tickets

These reports cover tickets that have been completed. For the same parameters, they always return consistent results and help monitor ticket handling quality.

Ticket details include:

• number of closed tickets for the selected criteria,

• average response time (from tickets closed in the given period with a recorded first response),

• average number of requester comments (ratio of requester comments to total tickets),

• time spent working on the ticket (average and total),

• time from opening to closing,

• time in statuses: Open, Pending, Awaiting approval, On hold, Solved.

Closed ticket reports can be generated by:

• agents,

• categories,

• days / weeks / months,

• departments,

• priorities.

Tickets

This section contains one report: Ticket Details, which displays a summary of tickets selected based on specified criteria:

• creation date,

• category,

• priority,

• status,

• agent,

• department,

• related asset.

The generated table shows all selection criteria (except related asset), as well as ticket ID, subject, and requester.

SLA Reports

All SLA-related reports share the same parameters:

• SLA metric of interest,

• metric version — visible only after selecting the metric, default set to the latest,

• report date range (from – to),

• ticket agent (multiple selection allowed).

SLA Metrics Progress

These reports track events governed by SLA metrics, allowing you to monitor progress on tasks defined by SLA agreements. Metrics for tickets deleted by the administrator are excluded.

You can view the number of tickets:

• covered by SLA measurement within the specified time range,

• where SLA was breached during the specified time range,

• with completed and met SLA measurement (event ending the metric occurred within the time range),

• with completed and breached SLA measurement (deadline exceeded and event ending the metric occurred within the time range).

Depending on the report version, SLA progress can be filtered by agents, days, weeks, or months.

SLA Violations

Reports listing tickets where the SLA metric was violated. Selection within a given time range can be based on ticket closure date or SLA breach date. Results include detailed ticket information:

• ID, title, category, priority,

• closure date,

• SLA breach and its date,

• SLA measurement end date,

• metric with time limit,

• archive date and type,

• agent and requester details.

SLA in Closed Tickets

Reports on metrics that have ended, based on historical data. For the same parameters, results remain consistent. These reports help assess SLA compliance and timeliness.

They include:

• tickets with SLA (met / breached),

• SLA compliance,

• SLA breaches (average / maximum / total),

• average SLA measurement time.

Reports can be generated for:

• agents,

• departments,

• days / weeks / months.