Ticket Reports

The Ticket Reports provide managers with a comprehensive view of how customer issues are created, managed, and resolved across the organization. These reports highlight key metrics such as ticket sources, statuses, response times, and workloads, giving valuable insight into both customer behavior and internal performance. By tracking where tickets originate, how quickly they are answered, and how workloads are distributed among teams and agents, managers can spot trends, rebalance resources, and make informed decisions that improve efficiency, service quality, and overall customer satisfaction.

To access Ticket Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Ticket Reports will display, with all available report categories listed in the left-hand navigation panel.

• Overview - Shows an overall view of the organization's ticket sources during a set time period. This report is useful because it shows the source of tickets for each department, which can help managers analyze department loads.
• New Ticket Sources - Shows the methods customers used to submit tickets during a set time period.
• Re-opened Ticket Sources - Shows the number of re-opened tickets by roles for a specific department during a set time period.
• Statuses - Shows an overall view of the organizations ticket workload by status during a set time period. This report is useful in helping managers rebalance teams and change ticket weights effectively.
• Response Times - Shows the amount of time customers waited for a ticket response from agents during a set time period. Response times are calculated taking into account the Business Hours set for the department.
note: Low response times should always be a goal, but if they are accompanied by increases in messages received and sent, that can indicate that the quality of responses is declining.
• Handling - Shows the overall activity of tickets by department, group, or agent during a set time period. This report focuses on the internal workload generated by tickets and time required to actually resolve the issue.
• Workload - Shows the ticket workload by department, group, or agent. This report can be used to quickly identify how each team or agent is performing relative to others and to identify potential staffing changes.

Depending on the report selected, the following report items are available:

• Agent - The specific agent.
• Average Initial Response Time - The average amount of time before the agent replied to the initial message from the customer.
• Average Messages Received Per Ticket - The average number of messages received before a ticket issue is resolved.
• Average Messages Sent Per Ticket - The average number of messages sent by agents before a ticket issue is resolved.
• Average Response Time - The average amount of time a customer has to wait for an agent to reply during the business hours set for the Department. This normally doesn't include the time a ticket is in a Waiting or Wait for Follow Up status IF the customer responds to the ticket while it's in that status.
• Average Time Open - The average amount of time a ticket was in an "Active" or "Waiting" status.
• Average Time Open and Active - The average amount of time a ticket was in an Active state and, therefore, actively being worked on. (This does not include tickets that are, or were ever, marked as "Waiting".)
• Group - The specific group.
• Incoming Ticket Transfers - The total number of tickets transferred to a specific department from another department.
• Messages Received - The total number of messages received from customers.
• Messages Sent - The total number of messages sent by agents.
• New Tickets By Agents - The total number of tickets created by agents.
• New Tickets Received By Email - The total number of tickets submitted by customers via email.
• New Tickets By Web Interface - The total number of tickets submitted by customers via the portal.
• Outgoing Ticket Transfers - The total number of tickets transferred from a specific department to another department.
• Re-opened Tickets By Agents - The total number of tickets re-opened by agents.
• Re-opened Tickets By Users - The total number of tickets re-opened by users.
• Tickets Assigned From Queue - The total number of tickets that were assigned to an agent after spending time in the queue.
• Total Closed Tickets - The total number of closed tickets.
• Total Modified Tickets - The total number of tickets that were changed in some way. For example, had their priority or status changed, had a comment added, etc. Basically, any change to a ticket other that it being replied to.
• Total New Tickets - The total number of tickets created during the time frame.
• Total Open Tickets - The total number of active tickets.
• Total Re-opened Tickets - The total number of tickets that were re-opened during the time frame.
• Total Tickets Locked - The total number of tickets that were closed and locked (cannot be re-opened) during the time frame.
• Total Tickets Replied To - The total number of distinct tickets replied to, regardless of how those replies were sent. For example, replies sent via an Event, from the agent, via the API, etc.

Ticket Trend Reports

Ticket Trend reports provide a clear, time-based view of how tickets move through your organization, helping managers spot patterns and make informed decisions. From tracking where new and re-opened tickets originate, to monitoring status changes, response times, and overall workload, these reports reveal shifts in both customer behavior and internal performance. By surfacing trends in ticket handling and staffing needs, they give teams the insight required to rebalance resources, improve response quality, and plan more effectively for future demand.

To access Ticket Trend Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Ticket Trend Reports will display, with all available report categories listed in the left-hand navigation panel.

• Overview Trend - Shows an overall view of the organization's Ticket sources over time.
• New Ticket Source Trend - Shows the methods customers used to submit Tickets over time.
• Re-opened Ticket Source Trend - Shows the number of re-opened Tickets by roles for a specific department over time. This report is useful because it shows how the source of re-opened Tickets has changed.
• Status Trend - Shows an overall view of the organizations Ticket workload by status over time. This report is useful because it shows how workload has changed and provides the information needed to rebalance teams, predict trends, or change Ticket weights effectively.
• Response Times Trend - Shows the amount of time customers waited for a Ticket response from agents over time.
note: Low response times should always be a goal, but if they are accompanied by increases in messages received and sent, that can indicate that the quality of responses is declining.
• Handling Trend - Shows overall activity of Tickets over time. This report is useful because is shows the change in internal workload generated by Tickets and the time required to actually resolve the issue.
• Workload Trend - Shows overall Ticket workload over time. This report is useful for identifying potential staffing change needs.

Depending on the report selected, the following report items are available:

• Average Follow-up Response Time - The average amount of time before agents replied to Tickets.
• Average Initial Response Time - The average amount of time before the agent replied to the initial message from the customer.
• Average Messages Received Per Ticket - The average number of messages received before a Ticket issue is resolved.
• Average Messages Sent Per Ticket - The average number of messages sent by agents before a Ticket issue is resolved.
• Average Response Time - The average amount of time a customer has to wait for an agent to reply during the business hours set for the Department. This normally doesn't include the time a ticket is in a Waiting or Wait for Follow Up status IF the customer responds to the ticket while it's in that status.
• Average Time Open - The average amount of time a ticket was in an "Active" or "Waiting" status.
• Average Time Open and Active - The average amount of time a ticket was in an Active state and, therefore, actively being worked on. (This does not include tickets that are, or were ever, marked as "Waiting".)
• Department - The specific department name.
• Group - The specific group name.
• Incoming Ticket Transfers - The total number of Tickets transferred to a specific department from another department.
• Messages Received - The total number of messages received from customers.
• Messages Sent - The total number of messages sent by agents.
• New Tickets By Agents - The total number of Tickets created by agents.
• New Tickets By Web Interface - The total number of Tickets submitted by customers via the portal.
• New Tickets Received By Email - The total number of Tickets submitted by customers via email.
• Outgoing Ticket Transfers - The total number of outgoing Tickets transferred to a specific department from another department.
• Re-opened Tickets By Agents - The total number of Tickets re-opened by agents.
• Re-opened Tickets By Users - The total number of Tickets re-opened by users.
• Tickets Assigned From Queue - The total number of Tickets that were assigned to an agent after spending time in the queue.
• Total Closed Tickets - The total number of closed Tickets.
• Total Closed Ticket by Customers - The total number of tickets closed by customers.
• Total Modified Tickets - The total number of Tickets that changed status or priority.
  note: This includes Tickets that agents replied to regardless of their status in the system.
• Total New Tickets - The total number of Tickets created.
• Total Open Tickets - The total number of active Tickets.
• Total Re-opened Tickets - The total number of Tickets re-opened.
• Total Tickets Auto-closed - The total number of Tickets that automatically closed.
• Total Tickets Locked - The total number of Tickets that were closed and locked.
• Total Tickets Replied To - The total number of distinct tickets replied to, regardless of how those replies were sent. For example, replies sent via an Event, from the agent, via the API, etc.