As your support requests increase in number, the amount of data in your helpdesk reports also increases. Viewing all this data at once can be overwhelming, and could even cause you to draw incorrect conclusions about your helpdesk's performance. It is important to organize your data using filters based on various ticket properties or fields, which will make it easier for you to understand them better as well as help you to drill down on specific aspects.
The following reports can be filtered by the methods shown further on:
- Helpdesk In-depth report
- Ticket Volume Trends
- Agent Performance report
- Group Performance report
- Performance Distribution report
- Time Sheet Summary report
- Top Customer Analysis report
You can filter reports using the following criteria:
- Based on a particular time period or a custom date range - this will help you understand your helpdesk metrics on a day-to-day basis, as well as help you keep an eye on overall performance.
- Based on ticket properties like type, source, priority, agent, group and customer or custom ticket fields - you can identify specific channels or areas of your helpdesk that require focus and allocate resources accordingly.
- Based on tags - if your team uses tags to track specific issues or events, filtering your reports by tags will make it easier to understand the main issues that affect your performance and provide insights into finding long-term solutions for those issues.
Note:You will not be able to filter the Time Sheet Summary report using tags.
This article is relevant to the following reports in the Reports tab:
- Helpdesk In-depth report
- Ticket Volume Trends
- Agent Performance report
- Group Performance report
- Performance Distribution report
- Time Sheet Summary report
- Top Customer Analysis report
As your support requests increase in number, the amount of data in your helpdesk reports also increases. Viewing all this data at once can be overwhelming and may even cause you to draw incorrect conclusions about your helpdesk's performance. It is important to organize your data using filters based off of various ticket properties or fields. Filtering your reports will make it easier for you to understand them better as well as help you to drill down on specific aspects.
You can filter reports using the following criteria:
- Based on a particular time period or a custom date range. This will help you understand your helpdesk metrics on a day-to-day basis as well as help keep an eye on overall performance.
- Based on ticket properties like type, source, priority, agent, group and customer or custom ticket fields. You can identify specific channels or areas of your helpdesk that require focus and allocate resources accordingly.
- Based on tags. If your team uses tags to track specific issues or events, filtering your reports by tags will make it easier to understand the top issues that affect your helpdesk performance and provide insights into finding long-term solutions for those issues.
Note:You will not be able to filter the Time Sheet Summary report using tags.