Analytics: Tickets Reporting

The Tickets Reporting Tab is a pre-built report that shows you a breakdown of:

• Tickets by Title: Shows the Titles of All tickets that have been created in the system
• Open: The number of tickets that have been created, have not been completed, and are not overdue
• Overdue: The number of tickets that are past their assigned due date 
• Unassigned: The number of tickets that don't have a user from your team assigned to it
• Closed: The number of tickets that have been completed 
• Avg. Hours to Close: The average amount of time it takes for a particular type of ticket to be closed
• Closed Overdue: The number of tickets that were completed by your team but were completed after the tickets' due date

Tickets Reporting Filters and Options

1. Categories: Let you group different types of tickets into "Categories" so that when categories are enabled you can view metrics on all of those tickets in one row.

2. Time Range: Lets you create a timeframe to show tickets from a specific time period.

3. Users Filter: By default the tickets reporting page shows tickets for All Users in the system. This tab allows you to view tickets for one specific user.

4. Download Tickets Page: Lets you download the data shown in the tickets reporting page

Breaking down ticket Types by User:

• If you click on the name of a ticket in one of the rows, it will open a breakdown of the tickets by user
• This lets you evaluate performance metrics by different users for particular types of ticket