Overview
Ticketing reporting can be found in the path: Timetracking > Tickets> Dashboard. The feature provides a view of ticket management and is divided into the following sections:
Summary
Description
The collapsed dashboard shows an overview of the tickets. The information displayed includes:
Open: The number of tickets that are currently open
On hold: Tickets pending action
Late: Tickets that exceeded the SLA
Resolved: Number of resolved and closed tickets (shown if the "Show resolved" option is selected)
Filtering
You can crop the view with several different filters, which can be found at the top of the view.
Manage filtering settings
Save: Click the blue icon and select Save. Give the settings a name. After which it will be saved as a new tab.
Clear: In the same menu, you can delete saved settings from the drop-down menu.
Table
The summary table shows the number and statuses of tickets that are responsible for the person. Clicking on the number opens a preview of the tickets in question. You can filter the table by typing a search term in the Filter field (for example, the name of the person in charge).
Report
Description
The report provides a more detailed analysis of tickets. The report can be grouped and viewed in tabular or chart format. In addition, the report can be downloaded in Excel format.
Filtering
Report sections can also be narrowed down with different filters that can be found at the top of the view.
Columns to display ("Show")
Additional optional columns:
Total: Total number of tickets per line
Resolved: The number of resolved tickets within the time limit
SLA: SLA statuses for tickets
Status: Current status of tickets
Reviews: Feedback and ratings (if applicable)
Statistics: Average first response and resolution by agent
Process: Process-specific tickets and their statuses
Origins: Indicates the origin of the ticket, i.e. whether the ticket was created in the raised (manual) or imported in the raised (inbox)
Subtotals: Displays the totals of the groups
Chart and Summary
The Chart button opens a graphical representation of the distribution of tickets by responsible person. The list before the chart summarizes:
Number of tickets received and resolved
The average of the first response
The average of the solution
Number of tickets resolved within the SLA
Received Emails
Location
Timetracking > Dashboard > Received Emails
Description
Displays the messages received by the ticketing email in near real-time. The list includes:
Sender and receiver
Message Title (Info Column)
Ticket status (Ticket column)
If the message has not yet become a ticket, it can be imported manually using the "Import" button. The view also shows messages from blocked addresses (not imported).
Note: Only visible to users with "All + Admin" level ticketing permissions.
Sent Emails
Location
Timetracking > Dashboard > Sent Emails
Description
List the messages sent from the ticketing email. Visible information:
Sender and receiver
Title and timestamp (Info column)
Shipment status (Ticket column)
Note: Only visible to users with "All + Admin" level ticketing permissions.
Template
Location
Timetracking > Dashboard > Templates
Description
Allows you to create and manage ready-made ticket templates. Templates can be used to speed up the creation of new tickets.
Creating a new template
You can create a template using existing templates or create a new one:
Start by opening the "Templates" view on the right side of the page. You can then create a new template using the "+ Template" button.
Fields to be filled in:
Name
Type (if applicable)
Priority
Team and agent targeting
Followers and CC recipients
Subject and description
Inbox (the address to which messages are routed)
Tags
Estimated working hours
Attachments
Recording is done with the "Save" button.
Email templates
Location
Timetracking > Dashboard > Email templates
Description
Allows you to create and manage ready-made ticket templates. Templates can be used when tickets are answered.
Creating a new template
You can create a template using existing templates or create a new one:
Start by opening the "Email templates" view on the right side of the page. You can then create a new template using the "+ Base" button.
Fields to be filled in:
Name
Category
Message Title
Message
Saving is done with the "Save" button.
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