General Report

This report shows summary metrics on tickets, including ticket statistics, source, product, and type.

This article describes:

• What is in the General report
• Generating a General report
  • Exporting the report
• Scheduling a General report
  • Editing the report schedule

The General Report

The report shows the following information:

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, 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 run the General report:

1. From Reports > Classic Reports (on the sidebar), 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 What is in 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 a General Report

To schedule the General report:

1. From Reports > Classic Reports (on the sidebar), click General.

The General Report page appears.

2. Click the Schedule Report tab.

3. 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 the 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.

4. Click Schedule. The Add Report Schedule window appears:

• Give the scheduled report a clear, concise description.
• Select the Technician Name(s).
• You can schedule weekly and/or monthly reports.
  
  • For Weekly, select the day, hour, and frequency.
  • For Monthly, select the date and hour.

• Click Apply. The schedule will appear in the Add Report Schedule window.

6. Click Apply.

Done! The scheduled report appears on the Scheduled Reports page.

To edit the General report schedule:

The scheduled report can be edited. You can edit the Configuration (Description, Technician Name(s), and schedule), as well as the Filters (Time Period).