Primary reports
Author: Łukasz Strumiński
Created: 2023-03-16. Updated: 2023-03-20.
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 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,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of tickets.
Number of messages in the system - the ticket may contain multiple messages. The report shows the sum of outgoing and incoming messages.
- Date - range for which the created tickets in a given time frame are displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of messages within tickets.
Number of messages to customer
Number of messages sent to customers.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of messages sent to customers.
Number of messages from customer
Number of messages received from customers.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of messages received from customers.
Closing time for tickets that received a status of "Closed " during the selected period.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of tickets,
- Minimum time - shortest time in which the ticket was closed,
- Average time - average closing time of tickets,
- Maximum time - longest time in which the ticket was closed.
Time to close a ticket and first reply (in working hours)
Closing time for tickets that received the status "Closed " in the selected period counted within the working hours of the given queue.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of tickets,
- Minimum close time - shortest time in which the ticket was closed,
- Average close time - average closing time of tickets,
- Maximum close time - longest time in which the ticket was closed,
- Minimum first reply time - shortest time in which the first response was given in the ticket,
- Average first reply time - average time to provide the first response in a ticket,
- Maximum first reply time - longest time in which the first response was given in the ticket.
Number of ticket modifications
It shows the number of changes in tickets, that is, how many actions have been performed. This includes sending and receiving messages, comments, changing the status, changing the queue, changing the assignment and changing the priority.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of changes in tickets.
Number of tickets closed (first closing) in the indicated time period.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of closed tickets.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of tickets handled.
The number of tickets handled, i.e. those in which a response was sent to the customer or the ticket was closed.
Shows the number of message templates used.
- Date - dates for which the report is displayed,
- User - agent's name,
- Status - ticket status,
- Priority - ticket priority,
- Category - ticket category,
- Queue - queue with an assigned box,
- Count - number of templates used.
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