Reports

Support activity for the selected period.

– Tickets received
– Resolved in period
– Open now
– Average resolution time

Support activity by period

Received Resolved

Tickets by category

    Tickets by priority

      Open vs closed

      Response and resolution

      The average is what SOW §6 asks for. The median sits beside it because one ticket left over a weekend can pull an average away from what the team actually experiences.

      Support activity by customer

      Customer Organisation Raised Resolved Still open

      Support workload by agent

      Agent Tickets assigned Replies sent