Reports

Dashboards#

All plans. Open Reports for:

• tickets raised vs resolved, and first response and resolution times;
• where tickets come from: Teams, email, the portal, phone or walk-in;
• busiest days and hours, to plan shifts and leave;
• performance by section, technician and department;
• SLA met and breached, and satisfaction ratings.

Choose the period (7, 30 or 90 days, or your own dates).

Executive report#

Download a polished PDF with your logo for leadership. Team leads and admins can also receive it every month by email, and team leads can get it in Teams.

Report builder#

Enterprise. Under Reports → Report builder:

1. Pick a measure: tickets raised or resolved, time to resolve, first response, SLA or satisfaction.
2. Group by day, week, month, category, section, assignee, department or your own fields.
3. Filter by period, priority, section and category.
4. Save the report, share it with the IT team, or download it as CSV.

Exports#

Export tickets, people and the audit trail as CSV at any time. The audit log export is part of Enterprise.