The General report shows summary metrics on tickets, including ticket statistics, source, product, and type.
Understanding the General report
Tickets
See the number of tickets opened, in backlog, pending, resolved, and closed during the selected period.
Tickets by source
This section of the report displays the proportion of tickets opened by source (alert, email, Service Portal, phone, API, and scheduled ticket).
This section of the report displays the proportion of tickets opened by source (alert, email, Customer Portal, phone, API, and scheduled ticket).
Note: All ticket metrics are shown in both absolute numbers and percentages.
Tickets by customer Rank
This section displays the proportion of tickets opened by Customer rank (Gold, Silver, Normal or Blocked).
Tickets by product
This section of the report displays the proportion of tickets by product (online backup, hosted mails, software installation, performance, antivirus, printer).
Tickets by type
This section of the report displays the proportion of tickets by type (Incident, Problem, Request, Change).
Generate a General report
To generate the General report:
1. From Reports (on the sidebar), go to Classic Reports, then click General.
The General Report page appears.
2. Select the Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
Note: Last X Days refers to the previous X days while Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
3. Click Generate.
The General Report displays (see Understanding the General report).
To export the General report:
Click the Export dropdown, in the upper-right corner of the report, and select Excel or PDF.
Schedule General Report
You can schedule the General report to be delivered to your technician's inbox on a regular day/time of your choosing. Check out this article to learn more about scheduling a report.
You can schedule the General report to be delivered to your technician's inbox on a regular day/time of your choosing. Check out this article to learn more about scheduling a report.
