The Customer tickets overview dashboard is one of Atera's preset analytical reports. It displays a ticketing breakdown and overview by customer.
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 Customer tickets overview report
You can filter the Customer tickets overview 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 Customer tickets overview 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.
- Number of Customers
- Ticket Volume per Customer: The average number of tickets per end user.
- Ticket SLA Category: A pie chart showing the amount of open and closed tickets in relation to SLA closure targets. Learn more
- Tickets by Customer: A bar graph with the customer breakdown per quarter.
- Customer Overview: A table detailing the total number of tickets opened by customers, including the total ticket duration, the average ticket duration, the average first response time, the number of tickets exceeding SLA, the number of tickets closed within SLA, and the number of open tickets within SLA, per technician.
Generate a Customer tickets overview report
1. From the sidebar, click Reports.
The Reports page appears.
2. From Analytical reports > Presets, click Customer tickets overview.
The Customer tickets overview dashboard appears.
