Reports

In this section, you are able to create diagrams based on all tickets, requesters, and agents. Here you can analyze efficiency and intensity of HelpDesk usage, personal productivity of each agent, find most active requesters and do other kinds of information analysis with your HelpDesk data.

Go to Reports by clicking the appropriate button in the navbar:

Reports Navigation Icon

On all pages (except “Overview”) you can apply quick date filters to only show data in the last: 7 days, 30 days, 6 months, year.

You can modify charts using Dashboard Designer. It is another Plumsail product with a separate pricing.

Overview

It is a dashboard representing all HelpDesk tickets. The dashboard consists of four charts:

Tickets by state
Shows how many unassigned, overdue, in progress and new tickets are created.
Tickets by category
Shows how many tickets are created within a specific category (Ticket field “Category”).
Tickets by agents
Shows how many overdue and non-overdue tickets each agent has (Ticket field “Due date”).
Active requesters (Top 10)
Shows top 10 requesters by a number of tickets created.
Overview of customer satisfaction surveys
Shows overall customer satisfaction score. By clicking on one of the emoticons, you can learn which tickets were rated like that and find comment which were left.

Overview

By date

Here you can see two timelines. The vertical axis represents an amount of tickets, the horizontal axis represents a date of ticket creation.

Created by category
Shows the amount of tickets created within a specific category and a specified interval (Ticket field “Category”).
Created/Resolved
Shows the amount of tickets created and the amount of tickets resolved within specified interval.
Average satisfaction
Shows how work of support team was rated day by day.

By date

By date

By assignee

Next charts represent information related to assignee:

Performance (Avg solved per day)
Shows average resolved tickets per day within specified interval.
Resolved by assignee
Shows the amount of tickets resolved by assignee within specified interval.
Average satisfaction
Shows average satisfaction for the agent and number of users who voted.

By assignee

By assignee