The Tickets → Primary reports report allows you to get detailed information on tickets. You can see, among other things, how many messages were exchanged as part of tickets, what the closing time was, or how many times an agent used a ready-made response template.
In the tickets reports, we have the following parameters:
- Report - list contains several reports with detailed information on the tickets,
- Group by - grouping reports by different time periods,
- Priority - ticket priority,
- Status - ticket status,
- User - agent's name,
- Category - ticket category,
- Queue - ticket queue with an assigned e-mail box,
- Date - date for which we want to obtain data.
Dostępne raporty#
Number of messages to customer
Number of messages from customer
Time to close a ticket and first reply (in working hours)
Number of ticket modifications
Number of tickets#
Number of tickets in the system.
- Date - range for which the created tickets in a given time frame are displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- - ticket category,