5 New Ticketing Reports

A rundown of what is new:

· You can now add notes to the Ticket Detail Report by simply selecting the “All Notes” condition. 

· There was a slight change in the report download process. (See below for instructions)

New Reports include:

1. Queue Summary Report – will show a breakdown of ticket quantities by status for the queues. 

2. Source Summary Report – will show a breakdown of ticket quantities by status by source. 

3. Agent Workload Report – will show you ticket quantities by queue and by an agent. 

4. Total Tickets vs Bot Tickets – will show you total tickets create vs bot tickets created and out of the bot tickets how many were resolved by the bot. 

5. All tickets by Category – will show you a breakdown of the number of tickets based on ticket category and subcategory.

To run a Ticketing report simply follow the below steps :

1. Select Ticket Management 

2. Select Reports from the Ticketing sub-menu 

3. Find the report you would like 

4. Enter the date range you would like to see 

5. Click Download 

6. Select the Click here link in the pop-up (this will redirect you to the Request menu option) 

Note: The Request page is also available from the Ticketing sub-menu option (Found right above Reports)

Once your report has been complied, select Click here to download