Reports

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

Reports can be used to monitor:

Ticket volume.
Ticket status.
Response speed.
Resolution time.
Service-level agreement (SLA) performance.
Department activity.
Agent workloads and performance.

This information helps the team understand how many tickets are being created, how many are being resolved, and which areas may require attention.

Report Filters

The filters at the top of the Reports page control which information is included in the report.

The main filters include:

Timeframe: Select the period you want to review.
Agent: View results for all agents or one specific agent.

Available timeframe options may include:

Today
This Week
Previous Week
This Month
Last 30 Days
All Time

Use these filters to compare performance across different periods or review the work of a specific team member.

Using Report Filters

To filter the report:

Open Reports.
Select the required timeframe.
Select an agent or keep All Agents selected.
Review the updated summary cards, charts, and tables.
Change or clear the filters when you want to view different results.

Confirm the selected filters before comparing report data.

Report Summary Cards

The summary cards at the top of the Reports page display important Help Desk metrics at a glance.

Tickets Created

Shows the number of tickets created during the selected timeframe.

This metric helps the team understand the level of incoming support demand.

Tickets Resolved

Shows the number of tickets resolved during the selected timeframe.

This metric helps the team understand how much support work has been completed.

Waiting on Response

Shows tickets that are waiting for a response or another required action.

This helps the team identify tickets that may be delayed.

Average Response Time

Shows the average amount of time taken to send the first response to a ticket.

A lower response time normally means requesters are receiving assistance more quickly.

Average Resolution Time

Shows the average amount of time required to resolve a ticket.

This helps managers understand how efficiently support issues are being handled.

SLA Compliance

Shows how many tickets met or missed the configured response and resolution targets.

This helps the team monitor service quality and identify tickets that require immediate attention.

Tickets by Status

The Tickets by Status chart groups tickets according to their current status.

Common statuses may include:

New
Open
Waiting
Resolved
Closed
Other

This chart helps users understand whether tickets are:

Waiting to be reviewed.
Currently being handled.
Waiting for another action.
Already resolved or closed.

A high number of New, Open, or Waiting tickets may indicate that the team has a growing workload.

Tickets per Department

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

Examples may include:

IT Department
HR
Finance
Unassigned
Other configured departments

This chart helps managers identify:

Which departments receive the most tickets.
Which departments may require additional support.
Whether tickets are being routed correctly.
How workloads differ between departments.

Tickets per Category

The Tickets per Category chart groups tickets by their assigned category.

Categories represent different issue types or support areas.

This chart helps the team identify:

Frequently reported problems.
Categories with increasing ticket volume.
Processes or systems that may require improvement.
Areas where additional documentation or training may be helpful.

A high number of tickets in one category may indicate a repeated issue that should be investigated.

Waiting Breakdown

The Waiting Breakdown section shows which side is responsible for the next action on delayed tickets.

Tickets may be grouped as:

Waiting on You

The support team or assigned agent must respond or complete the next action.

Waiting on Other

The ticket is waiting for information or action from the requester, collaborator, or another person.

This breakdown helps agents understand which waiting tickets they can move forward immediately.

Tickets per Agent

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

This chart can be used to:

Compare agent workloads.
Identify agents with a high number of tickets.
Find agents who may have capacity for more work.
Support ticket reassignment decisions.
Improve workload balance across the team.

Ticket totals should be reviewed together with ticket status, priority, and complexity.

SLA Compliance Overview

The SLA Compliance Overview shows whether tickets are meeting the configured service targets.

Tickets may be grouped as:

Met

The required response or resolution action was completed within the expected time.

At Risk

The ticket is approaching its response or resolution deadline.

Breached

The ticket did not meet the configured response or resolution target.

Use this section to:

Identify tickets that need urgent attention.
Monitor service quality.
Review recurring SLA failures.
Improve response and resolution processes.

Understanding SLA Results

An SLA result may be affected by:

Ticket priority.
Department.
Configured work hours.
First response time.
Resolution time.
Waiting status.
Escalation rules.

When investigating an SLA breach, open the individual ticket and review its history, timestamps, and configured SLA policy.

Trend Over Time

The Trend Over Time section shows how ticket activity and performance change during the selected period.

Available comparisons may include:

Tickets created compared with tickets resolved.
Average response time.
Average resolution time.

This section helps managers identify whether:

Support demand is increasing.
The team is resolving tickets faster than they are being created.
Response times are improving or becoming slower.
Additional agents or resources may be required.

Created vs. Resolved Tickets

Comparing created and resolved tickets helps the team understand changes in the support backlog.

If more tickets are created than resolved, the active workload may increase.
If more tickets are resolved than created, the team may be reducing the backlog.
If the numbers are similar, the workload may be remaining stable.

Review this trend across multiple periods before making staffing or workload decisions.

Response and Resolution Time Trends

Response and resolution trends show how quickly the team is communicating with requesters and completing support work.

An increase in response or resolution time may indicate:

Higher ticket volume.
Complex support issues.
Limited agent availability.
Incorrect ticket routing.
Delays caused by missing information.

Use the Ticket Breakdown and Agent Performance sections to investigate these changes.

Agent Performance

The Agent Performance table provides a detailed view of each agent’s support activity.

The table may include:

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 information helps managers:

Review individual workloads.
Identify agents who may require support.
Recognize strong performance.
Balance ticket assignments.
Monitor response and resolution efficiency.

Agent performance should be reviewed together with ticket complexity, priority, department, and workload.

Agent Performance Filters

The Agent Performance section provides filters for narrowing the agent list.

Available filters may include:

Status
Assigned Count
Resolved Count

These filters make it easier to find:

Online or offline agents.
Agents with high workloads.
Agents with a low number of resolved tickets.
Agents who may be available for additional work.

Ticket Breakdown

The Ticket Breakdown table provides the detailed ticket records used in the report.

The table may include:

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

Use this table to review the individual tickets behind the summary cards and charts.

Reviewing an Individual Ticket

When a report identifies a ticket that requires attention:

Find the ticket in Ticket Breakdown.
Note the ticket number.
Open the ticket.
Review its current status, priority, department, and assigned agent.
Review the ticket history and SLA information.
Take the required action.

This helps connect report results to the actual support work.

When Report Results Show No Data

If a report section is empty:

Confirm that the correct timeframe is selected.
Change the agent filter to All Agents.
Confirm that tickets exist for the selected period.
Check whether the tickets have the required department, category, or agent information.
Refresh the Reports page.

An empty result does not always mean that there are no tickets. The selected filters may exclude the available records.

Why Reports Matter

Reports help the Help Desk team make decisions using actual support data instead of assumptions.

They show:

How busy the support team is.
How quickly tickets are being handled.
Which departments and categories receive the most requests.
Whether workloads are balanced.
Whether service targets are being met.
Where support processes may need improvement.

Managers can use this information to improve response times, distribute work more effectively, and keep the support process consistent.