Helpdesk In-depth report
The Helpdesk In-depth report gives you an overview of your helpdesk system, ticket flow, and the Key Performance Indicators that determine the performance of the helpdesk. This report includes the number of tickets created, resolved, or reopened as well as the helpdesk average response time, resolution time, and SLA metrics. You can further perform analysis based on various ticket properties like source, type, priority, status, and number of responses.
In Analytics, the ticket flow and KPIs are split into two reports.
Helpdesk Performance
The Helpdesk Performance report emphasizes the KPIs like Response and Resolution times, etc. You can choose a time period or the specific date range for which the report has to be generated using the Filter option. When you filter by time period, the percentage change for each metric is calculated using the number of days in the specified time period compared with the same number of days in the previous time period.
Helpdesk Ticket Volume
The Helpdesk Ticket Volume report provides a detailed analysis of the ticket flow based on the different ticket properties. For example as a Supervisor, if you notice that there are many urgent priority tickets and L1 type of tickets getting raised, you can check if there is downtime or a major issue to be addressed.
Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.
You can also refer to our Analytics guide for various use cases to implement in your helpdesk.