By clicking on the Reports tab on the left side of the interface, helpdesk managers are able to view support requests, statistics, parts, and license information.
The Ticket Export report allows you to customize a report using request information, custom properties, cost information, and closing information. The report can be exported to Excel or a PDF.
Drag the columns from the left that you would like to see in a report. If you would like to apply a filter, select the column title and click the Add Filter button. Filters allow you to limit the data you are looking at by a particular criteria. You can also Hide a column if needed. This allows you to filter on something but not display that information in the export.
Choose whether or not you would like to view the report as an Excel file or a PDF and then Submit Report. In this example, we are looking for the status of all tickets on Blue Elementary. In this example, hiding Campus may be appropriate.
Requests Per Hour
The Requests Per Hour report allows you to view, by department, how many requests were opened and closed per hour over a period of time. This is a useful report for determining how many staff to have on hand at particular times. Select your department from the drop-down box and select the dates. Click Submit Report.
The Request Cost report allows you to view the total cost of requests per campus for a period of time. Select the department and dates for the report. Click Submit Report.
The Technician Statistics report allows you to view your statistics by campus or request type over a period of time. Select the time frame by selecting the dates and choose either Campus or Request Type. Click Submit Report.
You can drill down further to view more detailed statistics by clicking on campus, request type, or technician name. On each level, you can change your views between technician and request type. Click the green left arrow to go back a level.
The Department Statistics report allows you to view statistics by campus, technician, or request type for your department over a period of time. Select the time frame by selecting the dates and choose Campus, Technician, or Request Type. Click Submit Report. You can click on any hyper linked names, campuses, or request types to view more information.
The Technician Labor report allows you to view, by department, the number of hours entered as work hours on requests for a specified range of dates for your technicians. Select the department, enter a date range, and choose how the report will be totaled - by day or by week. Click Submit Report.
Real Asset Cost
The Real Asset Cost report allows you to view detailed information for an asset class and category from Facilities and Events. You can use this information to determine the real cost of owning an asset, and compare it against similar assets with different makes and models. Choose the department, category, and class. Click Submit Report.
The Parts Inventory report allows you to view the inventory for your parts by department. Choose the department and click Submit Report.
The Part Usage report allows you to view how many parts were used for a range of dates. These totals can be shown by Location, Campus, or Category. Choose the department and select the date range. Select how you would like the information grouped: by location, campus, or category. Click Submit Report.
The All Licenses report allows you to view, by department, all licenses for that department. Choose the department from the drop-down list. If you would also like to see all expired licenses as well, select the Show All option. Click Submit Report.