The Summary Report will give you a quick overview on your overall performance of your help desk.

See below for a detailed explanation:

1. Group: This allows you to select which Group you'd like to report on. By default ALL groups will be selected.

2. Company: This allows you to select which Company you'd like to report on. By default ALL companies will be selected.

3. Transaction Date: This allows you to select a time frame to report on. To select a custom date range, use the drop down and select Custom and then use the date range option (#5 above) to make your desired selection.

4. Filter On: This allows you to choose if you want to report on a ticket's CREATED, MODIFIED DATE or both (ALL).

To better understand, let's use this real example:

Today's date is August 25, 2021. We would like to run a report for last month's tickets (July 2021). Ticket #454 was created on July 27, 2021 by customer John Doe and then modified (Agent responded to the customer) on August 2, 2021.

CREATED DATE: This will report by a ticket's created date. From #3 above in the screenshot, the Transaction Date is selected as "LAST MONTH", which will report on July 2021 because today's date is August 25, 2021. This means that ticket #454 WILL BE included in the above report results because it was created in July 2021.

MODIFIED DATE: This will include a ticket by reading its last modified date by either an agent or customer/user. Because ticket #454 was last modified on August 2, 2021, it WILL NOT BE included in the above report results.

ALL: This will include tickets that were BOTH CREATED and MODIFIED during the month of July 2021. This means that the ticket WILL BE listed in the above results because it was CREATED in July 2021.

5. These transaction dates will be used if you select CUSTOM in the transaction date (#3) above. This will allow you to select the date span to be used in ticket reporting.

6. Results explained:

No. of received tickets: This will include the total number of tickets received based on the Transaction Date (#3) and how you chose to filter the tickets (#4 ALL, Created Date or Modified Date)

No of resolved tickets: This will include the total number of tickets that were resolved based on the Transaction Date (#3) and how you chose to filter the tickets (#4 ALL, Created Date or Modified Date).

No. of open tickets: This will include the total number of tickets that are currently open on the Transaction Date (#3) and how you chose to filter the tickets (#4 ALL, Created Date or Modified Date)

No. of reopens: This number is the total number of times tickets were re-opened by either an agent and/or customer/user.

No. of reassigns: This number is the total number of times tickets were re-assigned to a different agent.

Avg. response time (hrs): Average response time will show the average time it takes to answer tickets based on the Transaction Date (#3) and how you chose to filter the tickets (#4 ALL, Created Date or Modified Date).

Avg. initial response time (hrs): Average initial response time will show the average time it takes to answer tickets for the first time based on the Transaction Date (#3) and how you chose to filter the tickets (#4 ALL, Created Date or Modified Date). Click here to get a full break down on how it's exactly calculated.

Avg. resolution time (hrs): Average resolution time will show the average time it takes to close tickets based on the Transaction Date (#3) and how you chose to filter the tickets (#4 ALL, Created Date or Modified Date). Click here to get a full break down on how it's exactly calculated.

Avg. customer interaction: Average customer interaction is calculated by taking the total number of times customers have replied to tickets and then dividing by all the tickets received.

Avg. Agent interaction: Average agent interaction is calculated by taking the total number of times agents have replied to tickets and then dividing by all the tickets received.

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