Skip to main content
Help Center

Ticket reports

Ticket report and Ticket analysis – list all tickets in four views and analyse them by assignee, customer or project.

Prerequisites

Two reports analyse your tickets. The Ticket report lists all tickets in one of four views and allows free column selection. The Ticket analysis summarises the tickets by assignee, customer or project. Via drill-down you jump from the analysis back into the Ticket report when you want to see the individual tickets behind a figure.

Note: Ticket report and Ticket analysis are not separate Controlling tiles but sit in the Ticketing module – the Ticket analysis is present there live (see the screenshot below, the Ticket analysis tab). The operating concepts below describe both reports in full.

The Ticket analysis report in the Ticketing module: table grouped by customer (No customer, Große Marke GmbH, Digital AG), each contact row with a count and calendar-week columns plus orange bars; top left the display icons.
The "Ticket analysis" report: view switcher at the top left, table with tickets grouped by customer.

Ticket report

With the Ticket report you get an overview of all tickets. Via the display quick filters at the top left you switch the view; five are available (Standard, Tile view, Details, Analysis, Statistics):

  • Standard – tickets grouped by aspects such as customers.
  • Tile view – each ticket as its own tile.
  • Details – when and by whom the ticket was created, when the last action was and who is responsible.
  • Analysis – additional information: original channel, current channel, status, number of ticket elements.
  • Statistics – statistical analysis of the tickets.

You filter the tickets by parameters such as status, owner or channel. Which columns appear you set individually: via the Add button under Active columns you choose columns from the categories General, Ticket, Status, People and Times. In addition you narrow down to tickets with a particular status, type or SLA status.

Ticket analysis

With the Ticket analysis you analyse tickets by various criteria. By default there are three views in the status bar:

  • Number of tickets by assignee.
  • Number of tickets by customer.
  • Number of tickets by project.

This way you get, for example, an overview of the tickets by assignee or customer, or a detailed analysis by project. Further adjustments are made via the filters – for example only tickets with a particular status.

The Ticket analysis is linked with the Ticket report: via the drill-down icon on a row you go directly into the Ticket report. First you analyse the number of tickets per employee or customer, then you fetch the associated details.

Behind the ticket reports lies the ticket data from the service desk – including time booking, SLA traffic light and escalations. How tickets, channels and SLAs work is explained in the Ticketing topic.

Common questions & needs

You want to …How to
See all open tickets of a customerTicket report, standard view (grouped by customer), status filter “open”.
Go through tickets as tilesTicket report, tile view.
Who last responded, and when?Ticket report, details view.
Number of tickets per assigneeTicket analysis, “by assignee” view.
Jump from a figure into the individual ticketsIn the Ticket analysis, click the drill-down icon → Ticket report.
Assemble your own columnsTicket report, Active columns → Add from General/Ticket/Status/People/Times.
Only tickets with a breached SLATicket report, filter by SLA status.