Reports

The Reports section gives managers and agents a clear view of Help Desk performance.

This area is used to track ticket volume, response speed, resolution time, SLA performance, and agent activity. It helps the team understand how many tickets are being created, how many are being resolved, and where support work may need attention.

Report filters

At the top of the Reports page, JMS provides filters to control what information is shown.

The main filters include:

• Timeframe: Choose the period you want to review, such as Today, This Week, Previous Week, This Month, Last 30 Days, or All Time.
• Agent filter: View reports for all agents or focus on a specific agent.

These filters help users review performance for a specific period or team member.

Report summary cards

The top section shows important Help Desk numbers at a glance.

These cards include:

• Tickets Created: The total number of tickets opened during the selected timeframe.
• Tickets Resolved: The number of tickets completed or closed.
• Waiting on Response: Tickets that are still waiting for a reply or action.
• Average Response Time: The average time it takes for the team to respond.
• Average Resolution Time: The average time it takes to resolve tickets.
• SLA Compliance: Shows how many tickets are meeting or missing the expected service targets.

This section helps users quickly understand whether the Help Desk is keeping up with support demand.

Tickets by Status

The Tickets by Status chart shows how tickets are grouped by their current progress.

Common statuses include:

• Open
• New
• Resolved
• Waiting
• Closed

This helps users see whether most tickets are still active, already resolved, or waiting for another action.

Tickets per Department

The Tickets per Department chart shows how tickets are distributed across different departments.

For example, tickets may be linked to:

• IT Department
• HR
• Finance
• Unassigned
• Other configured departments

This helps managers identify which departments are receiving the most support requests.

Tickets per Category

The Tickets per Category section groups tickets by issue type or category.

This helps the team understand what kind of problems are being reported most often. For example, a high number of tickets in one category may show that a specific process, system, or department needs attention.

Waiting Breakdown

The Waiting Breakdown section shows where delayed tickets are sitting.

It separates tickets that are:

• Waiting on You
• Waiting on Other

This helps users understand whether the next action is required from their side or from someone else.

Tickets per Agent

The Tickets per Agent chart shows how many tickets are assigned to each support agent.

This is useful for checking workload balance. If one agent has many more tickets than others, the team may need to reassign work or provide support.

SLA Compliance Overview

The SLA Compliance Overview shows whether tickets are meeting the expected service level agreement.

It normally shows tickets as:

• Met: The ticket was handled within the expected time.
• At Risk: The ticket is close to missing the expected time.
• Breached: The ticket missed the expected response or resolution target.

This helps the team focus on tickets that may affect service quality.

Trend Over Time

The Trend Over Time section shows how ticket activity changes over time.

Users can compare:

• Tickets created vs resolved
• Response and resolution time trends

This helps managers see whether support demand is increasing, decreasing, or staying stable.

Agent Performance

The Agent Performance table gives a detailed view of each agent’s work.

It may show:

• Agent name
• Online or offline status
• Assigned tickets
• Resolved tickets
• Open tickets
• Average response time
• Average resolution time
• SLA met percentage
• Last active time

This helps managers review individual performance and identify where support may be needed.

Agent Performance filters

The filters in this section allow users to narrow the agent list.

Users can filter by:

• Status
• Assigned count
• Resolved count

This makes it easier to find agents with a high workload, low resolved count, or a specific activity status.

Ticket Breakdown

The Ticket Breakdown table gives a detailed list of individual tickets used in the report.

The table can show:

• Ticket number
• Title
• Requester
• Category
• Department
• Priority
• Assigned agent
• Status
• SLA result
• Date opened
• First response time
• Resolution time
• Date closed

This gives users a more detailed view behind the summary numbers and charts.

Why Reports matter

Reports help the Help Desk team work with facts instead of guessing.

They show how busy the team is, how quickly tickets are being handled, which departments need attention, and whether support targets are being met. Managers can use this information to improve response times, balance workloads, and keep the support process consistent.