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:
- employees of technical support group responsible for tickets;
- ticket emergency;
- current state;
- ticket category;
- ticket source;
- reply estimates.
Filter
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.
Context bar
| Button | Description |
|---|---|
| Show messages | Selecting yes in the popup menu adds a Messages column to tables. |
Summary reports
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 | |
|
|
Open | Total |
|---|---|---|---|---|---|
| [1] | [2] | [3] | [4] | [5] | [6] |
- A member of the techsupport staff whose ticket statistics is displayed.
- Number of open tickets to which the last message was added by a techsupport client.
- Number of open tickets to which the last message was added by the techsupport staff member.
- Number of closed tickets.
- Total number of open tickets for which this employee is responsible.
- Total number of all tickets for which this employee is responsible.
This report shows open and closed tickets in different emergency states. Open tickets are ranked according to their states.
| Emergency | |
|
|
Open | Total |
|---|---|---|---|---|---|
| [1] | [2] | [3] | [4] | [5] | [6] |
- Ticket emergency.
- Number of open tickets in this emergency level, to which the last message was added by a techsupport client.
- Number of open tickets in this emergency level, to which the last message was added by a techsupport staff member.
- Number of closed tickets in this emergency level.
- Total number of open tickets in this emergency level.
- Total number of all tickets in this emergency level.
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 | |
|
|
Open | Total |
|---|---|---|---|---|---|
| [1] | [2] | [3] | [4] | [5] | [6] |
- Status.
- Number of open tickets in this status, to which the last message was added by a techsupport client.
- Number of open tickets in this status, to which the last message was added by a techsupport staff member.
- Number of closed tickets in this status.
- Total number of open tickets in this status.
- Total number of all tickets in this status.
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 | |
|
|
Open | Total |
|---|---|---|---|---|---|
| [1] | [2] | [3] | [4] | [5] | [6] |
- Ticket category.
- Number of open tickets in this status, to which the last message was added by a techsupport client.
- Number of open tickets in this status, to which the last message was added by a techsupport staff member.
- Number of closed tickets in this status.
- Total number of open tickets in this status.
- Total number of all tickets in this status.
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 | |
|
|
Open | Total |
|---|---|---|---|---|---|
| [1] | [2] | [3] | [4] | [5] | [6] |
- Ticket source.
- Number of open tickets originating from this source, to which the last message was added by a techsupport client.
- Number of open tickets from this source, to which the last message was added by a techsupport staff member.
- Number of closed tickets from this source.
- Total number of open tickets from this source.
- Total number of all tickets from this source.
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 | |
|
|
Open | Total |
|---|---|---|---|---|---|
| [1] | [2] | [3] | [4] | [5] | [6] |
- The name of the answer rate.
- Number of open tickets with this rate, to which the last message was added by a techsupport client.
- Number of open tickets with this rate, to which the last message was added by a techsupport staff member.
- Number of closed tickets with this rate.
- Total number of open tickets with this rate.
- Total number of all tickets with this rate.
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 | |
|
|
Open | Total |
|---|---|---|---|---|---|
| [1] | [2] | [3] | [4] | [5] | [6] |
- The name of the support level.
- Number of open tickets in this level, to which the last message was added by a techsupport client.
- Number of open tickets in this level, to which the last message was added by a techsupport staff member.
- Number of closed tickets in this level.
- Total number of open tickets in this level.
- Total number of all tickets in this level.
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