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:
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.
It is a dashboard representing all HelpDesk tickets. The dashboard consists of four charts:
Here you can see two timelines. The vertical axis represents an amount of tickets, the horizontal axis represents a date of ticket creation.
Next charts represent information related to assignee:
This chart which shows how many active tickets and tickets resolved by requester exist within specified interval. An active ticket is a ticket with one of the following statuses: “In progress” or “New”. You can see how many tickets are unresolved yet (Active) and how many tickets are resolved by the requester (Resolved).