Reports, dashboards and Home

Home

Home greets you with the count of open, urgent and overdue tickets, then shows:

• a red banner listing every active major incident, when there are any;
• Open, Urgent, Unassigned and Overdue counts, with a seven-day trend line on the first two;
• At a glance: Reopened (all time), SLA breached and Avg resolution (last 30 days), and CSAT;
• My tickets, Recent activity, and breakdowns By status, By priority and By channel.

Choose Refresh to reload every figure without leaving the page.

The Reports page

1. Under Insights in the sidebar, choose Reports. A project's own Insights tab shows the same page, locked to that project.
2. Pick All projects or one project, and a range: 7 days, 30 days, 90 days or a Custom range.

The page shows:

• Total, Open, Done and Blocked, plus Status distribution and Priority distribution — today's counts for the chosen projects, not limited to the date range;
• SLA Performance — the share of tickets in the range that met or breached their targets, with average first response and resolution times;
• SLA compliance by priority and by requester (your workspace may call them customers or employees), the busiest first;
• requester satisfaction — average rating, response rate and how the ratings spread across 1 to 5 stars, over all time — then CSAT responses and CSAT by agent;
• Productivity — tickets each agent resolved in the range and their average resolution time;
• Change success rate — changes closed in the range, split into successful and failed;
• Time & cost — time logged per agent and its cost, on plans that include Time Tracking & Worklogs;
• Recurring incidents — candidate Problems, on plans that include Problem Management (see Problems).

By default, Owners, Admins and Auditors can open Reports and Members cannot. Productivity, Change success rate, Time & cost and the recurring-incidents panel also need access to every requester's tickets. If a panel fails to load, the page names it instead of showing zeros.

Reports by department, site, unit or company

To break figures down by where requesters sit, use the report builder. Tickets can be grouped or filtered by the requester's department, site, unit or company, or by whether they are a VIP. Average satisfaction is one of the measures, so you can compare ratings between departments or sites.

Dashboards

Under Insights, choose Dashboards. Your first dashboard, My dashboard, is created for you with a service-desk layout: key numbers, SLA health, major incidents, your tickets, the unassigned queue, the queue by status and CSAT.

1. Choose New to start another, or Edit on one you own.
2. While editing, rename it, choose a widget to add it, or use the × on a widget to remove it. Choose Done when finished.
3. Choose Private to you to share it with everyone in the workspace. It then reads Shared with everyone. Choose it again to make it private.

Widgets you can add include:

• Key numbers, My tickets and Activity;
• SLA health — how much of the queue is at risk or already breached;
• Breaches over time — SLA breaches per day over the last 30 days, so a desk that is slowly getting worse shows up;
• Queue by status, Unassigned (oldest first), Major incidents and CSAT.

A dashboard holds up to 24 widgets.

Sharing and ownership

• A shared dashboard shows the layout only. Each widget loads as whoever is looking, so nobody sees tickets they could not otherwise see.
• Only the owner can change a dashboard. Everyone else sees "Shared by name".
• If the owner leaves the workspace, the board shows Nobody owns this — take it over. Someone who can change workspace settings (by default, Owners and Admins) can use it to become its owner.
• Creating and editing dashboards needs permission to manage reports. Deleting a shared dashboard removes it for everyone; the data it showed is not affected.

Related

• The report builder
• Report schedules
• Exporting data
• SLA policies
• Satisfaction surveys