The Ticketing summary dashboard is one of Atera's preset analytical reports. It displays a summary of ticketing information including amount of tickets, time duration, technician assignments, ticket alerts, and more.

Note:

• The Access reports permission is required to view preset analytical reports. 
• Analytical reports are available to Expert, Master, and Enterprise users. 
• Analytical reports are available to Growth, Power, and Superpower users.

Understanding the Ticketing summary dashboard

You can filter the Ticketing Summary Dashboard by date, site name, technician name, ticket status, ticket type, ticket priority, ticket impact, ticket source, ticket auto-tags, manually added ticket tags, alert status, alert severity level, alert category, and device type.

You can filter the Ticketing Summary Dashboard by date, customer name, technician name, ticket status, ticket type, ticket priority, ticket impact, ticket source, ticket auto-tags, manually added ticket tags, alert status, alert severity level, alert category, and device type.

The Ticketing summary dashboard displays the following:

Ticket Summary:The total number of tickets opened in the selected period and the total duration and average duration per ticket. 

Ticket SLA Category: A pie chart showing the amount of open and closed tickets in relation to SLA closure targets. 

• Open: Tickets open and pending that have not exceeded the closure target.
• Exceeded SLA: Tickets open and pending that have exceeded the closure target.
• Closed within SLA: Tickets closed within the closure target.
• Closed outside SLA: Tickets that were closed after the closure target.
• No SLA date: Tickets that don't have a closure target.

To determine a Ticket SLA category:

When a ticket is created, and a contract, business hours schedule, and SLA targets are updated, Atera updates a first comment due date and closure due date given the SLA targets that the user defined. The system takes into account the time a ticket spends in a pending-like status during business hours (total active time in minutes). When a ticket status is changed from pending to open, the system adds the total active time to the due date and compares this calculation to the actual date that the ticket was resolved/closed. If the 'total active time + due date' is before the closure date, the ticket is categorized as Closed outside SLA.

Note: The adjusted due date is for calculation purposes only to determine the ticket SLA category, it does not change anywhere in the database or UI.

For example, if a ticket is created on Monday at 16:30, with business hours ending at 17:30 and resuming at 8:00 the next day, and the SLA target for the first response is 2 hours, then the first comment due date is set to Tuesday at 9:00. If the ticket spends 30 minutes in pending status on Tuesday, this time is added back to the due date calculation when the ticket is reopened. The system then checks if the adjusted due date (due date + total active time in minutes) is before the actual response or resolution time to determine if the ticket met the SLA requirements to determine the appropriate category.

Ticket Alerts: A pie chart showing the percentage of tickets generated by warning and critical alerts.

Technician Assigned: A pie chart showing the percentage of tickets that do and do not have a technician assigned.

Agent Assigned: A pie chart showing the percentage of tickets that do and do not have an agent assigned device.

AI auto tags: A list of tag names and the associated number of tickets with those tags.

Tickets Created by Hour of Day: A bar graph showing the number of tickets created per hour of the day.

Tickets Created by Day of Week: A bar graph showing the number of tickets created per day of the week.

Tickets by Status: A bar graph with the ticket status breakdown (Pending, Open, Resolved, Closed, and Deleted) per quarter.

Tickets by Source: A bar graph with the ticket source breakdown (Alert, Manual, Portal, and Other) per quarter.

Generate a Ticketing summary report

1. From the sidebar, click Reports.

The Reports page appears.

2. From Analytical reports > Presets, click Ticketing summary.

The Ticketing summary dashboard appears.