Reporting
Helpdesk reporting tracks response times, SLA performance, and customer satisfaction.
Ticket analysis
Ticket Analysis shows all tickets with their open time, first response time, resolution time, and SLA status. Group by team, agent, ticket type, or customer. Filter by date range to review a specific month. Average resolution time is the key metric for service quality.
SLA Status report
Shows tickets grouped by SLA status: In Time, Failed, or Exceeded. Failed SLAs need immediate attention — investigate root causes. Track SLA failure rate weekly. A rising failure rate indicates insufficient staffing or unrealistic SLA targets.
Customer ratings
When customer ratings are enabled, a satisfaction survey is sent when a ticket is solved. Ratings are: Great, Okay, or Not Good. The rating report shows satisfaction scores per agent and team. Poor ratings should trigger a review of the ticket to understand what went wrong.