E M S A D A

To get you started there are two reports for tickets. The first is called Ticket Summary which reports on tickets as a whole. The second is called Ticket Action Summary which actually breaks down the tickets into actions so you can see how many minutes have been added per technician over a period of time.

Ticket Summary

To run a ticket summary report do the following:

  1. Navigate to the Tickets tab by clicking Tickets in the Main Menu
  2. Click the Reporting group in the Ribbon
  3. Click the Ticket Summary button. A report will be produced and opened for you to save as PDF or another format
  4. The report will contain tickets that are currently visible in the ticket list tab

Tip

To show more or less tickets on the report, adjust the filter in the Ticket view before running the report

Ticket Action Summary

  1. Navigate to the Tickets tab by clicking Tickets in the Main Menu
  2. Adjust the filter to show tickets you would like to report on e.g. a particular customer or staff member
  3. Click the Reporting group in the Ribbon
  4. Click the Ticket Action Summary button
  5. Check the left-hand pane of the report. There is a date filter for Actions Logged From and Actions Logged To that can be adjusted. This is used to report on actions between a specific date range

Note

When reporting on actions between a specific date range the initial tickets filter will determine what actions will be available to filter. For example if you filter tickets for 2020 the actions filter will not show actions for 2019.

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