The desktop contains a number of summary reports related to the technical support group operation. These reports are generated by using the following tables consisting of assigned, closed or open tickets:
A filter is used to set the parameters for selecting report components. It allows to find the required ticket for the specific period of time and tickets assigned to specific support group members.
The table that follows describes the filter fields.
Parameter | Description |
---|---|
Range of dates | Range of dates for which tickets and technical support replies should be displayed. You can either select the number of days starting from the current date, or define the range of dates by using calendars. |
Sites | Sites for which information should be displayed. |
Person responsible | If you have rights of the technical support administrator, you can filter
the report by any employee of the technical support group, i.e. include into
the report tickets and replies only from some specific person. You can also define the name of the person responsible, either full or partial. For exact search by the search field, select the appropriate checkbox next to the search word or phrase. In this field, you can use special logical expressions. To see the syntax of the expressions, click ? next to the appropriate field. |
Show the number of tickets | When selected, this option allows to display the total number of messages in all tickets (column [7]). |
Click Set filter to activate the filter. To display all information, click Cancel.
Button | Description |
---|---|
Show messages | Selecting yes in the popup menu adds a Messages column to tables. |
All reports display the number of closed and open tickets. Open tickets are ranked according to their source:
- the last message was added
by a member of the technical support group;
- the last message
was added by a client;
- ticket is closed.
This report shows open and closed tickets and the total number of tickets assigned to specific employees of the technical support group. Open tickets are ranked according to the source of the last message in the ticket: support group member or opponent.
Responsible | ![]() |
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Open | Total |
---|---|---|---|---|---|
[1] | [2] | [3] | [4] | [5] | [6] |
This report shows open and closed tickets in different emergency states. Open tickets are ranked according to their states.
Emergency | ![]() |
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Open | Total |
---|---|---|---|---|---|
[1] | [2] | [3] | [4] | [5] | [6] |
This report shows open and closed tickets and the total number of tickets in different status. Open tickets are ranked according to the source of the last message in the ticket - technical support member or opponent (client).
Status | ![]() |
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Open | Total |
---|---|---|---|---|---|
[1] | [2] | [3] | [4] | [5] | [6] |
Category
The technical support system supports the so called ticket categories, i.e. standard topics to which a ticket can relate. For example, delivery issues, payment issues, etc.
This report shows open and closed tickets and the total number of tickets in the current category. Open tickets are ranked according to the source of the last message in the ticket - support group member or opponent.
Category | ![]() |
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Open | Total |
---|---|---|---|---|---|
[1] | [2] | [3] | [4] | [5] | [6] |
The source of a techsupport ticket can be any communication facility such as a phone, fax, e-mail, ICQ, etc. The technical support system allows to range tickets according to their source.
This report shows open and closed tickets and the total number of tickets from some specific source. Open tickets are ranged according to the source of the last message in the ticket - support group member or opponent.
Source | ![]() |
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Open | Total |
---|---|---|---|---|---|
[1] | [2] | [3] | [4] | [5] | [6] |
Answer rates
This report shows open and closed tickets and the total number of tickets ranged by the techsupport performance evaluated by clients. Open tickets are ranged according to the source of the last message in the ticket - techsupport member or opponent.
Answer rate | ![]() |
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Open | Total |
---|---|---|---|---|---|
[1] | [2] | [3] | [4] | [5] | [6] |
Support levels
This report shows open and closed tickets and the total number of tickets by their support level. Support levels are used to rank techsupport client to give them different priorities.
Support levels | ![]() |
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Open | Total |
---|---|---|---|---|---|
[1] | [2] | [3] | [4] | [5] | [6] |
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