The Top Load report presents site ticket load metrics and facilitates the comparison of support allocation among your sites. 

The Top Load report presents customer ticket load metrics and facilitates the comparison of support allocation among your customers.

Note: As the report displays the average ticket duration, it will only list tickets with time entries. See how to configure your ticket timer options here

Understanding the Top Load report

Summary

This section of the report shows the total number of tickets, duration worked, and average ticket duration for the selected time period.

Sites

Customers

This section of the report displays the site names, ticket counts, support duration, support percentage, and average ticket duration per site.

This section of the report displays the customer names, ticket counts, support duration, support percentage, and average ticket duration per customer.

Generate the Top Load report

To run the Top Load report:

1. From Reports > Classic reports (on the sidebar), click Top Load. 

The Report page appears.

2. Select the report parameters:

• 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.
• Item count: Select 3, 5, 10, 20, or 50 items.
• Billable: 
  • Select All to include all tickets with time entries.
  • Select Yes to filter the report by billable time entries only.
  • Select No to filter the report by non-billable time entries only.

3. Click Generate.

The Top Load report displays (see Understanding the Top Load report).

To export a report to Excel or PDF:

Click the Export dropdown, in the top-right of the report, and select Excel or PDF.

Schedule the Top Load report

You can schedule the Top Load report to be delivered to your customer's or 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 Top Load report to be delivered to your users' or technicians' inboxes on a regular day/time of your choosing. Check out this article to learn more about scheduling a report.