Ticket Reports

To access Ticket reports, click the reports icon. Then expand the Summary Reports and Tickets folders. The following Ticket reports are available:

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 before an agent replied to a ticket.
Average Time To Close - The average amount of time a closed ticket was in active status.
Average Time Open and Active - The average amount of time a ticket was in an active status and, therefore, actively being worked on.
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.