Service Desk reports
Reports in the Support rail is the analytics side of the desk. Four tabs, each answering a different question, all over a date range you set at the top.
Overview
Section titled “Overview”The shape of the desk right now: how much is open, what’s coming in against what’s going out, and where the backlog sits. Start here when someone asks how the week went.
Tickets
Section titled “Tickets”Volume, broken down. By queue, by type, by priority, by service, by agent — the counts you need to see whether “we’re busy” is one queue or all of them.
The service breakdown is the one people forget to look at. It’s the answer to “what do we get most tickets about”, which is a question about your product rather than your desk.
Attainment: how often first response and solution deadlines were met, and how badly the misses missed.
Two things worth remembering when you read it:
- Closed tickets are measured against the SLA rules that were in force when they were worked, not today’s. Tightening a target doesn’t retroactively make last quarter look worse.
- Attainment is counted in business hours where the SLA has a calendar, so an overnight ticket isn’t a breach if you weren’t open.
Satisfaction
Section titled “Satisfaction”What customers said when asked. Contacts can be excluded individually from surveys — see Companies and contacts — so if a number looks thin, check who’s being asked before concluding anything about the score.
Getting the data out
Section titled “Getting the data out”The reports are for reading. When you need the rows themselves — for a spreadsheet, a board pack, or an invoice — the ticket list has a bulk export, and everything here is also available through the API.