About
Advanced reporting for tickets can be useful for users that need to gather and review ticket-related data. These reports can have filters applied to capture specific information regarding tickets.
In this Article
- Fields and Filters
- Ticket Report
- Ticket Comment Report
- Average Ticket Time to Close
- Open Tickets by Priority
- Open Tickets by Status
- Monthly Ticket Volume by Channel
- Monthly Tickets Closed by Agent
- Ticket CSAT Report
Fields and Filters
The Report Fields section displays fields that can be added to the report being viewed. These fields can be dragged and dropped to both the Filters and Parameters section and the report's Preview Grid. The fields displayed in this section are the same fields available when Add a Filter Row is clicked in the Report Filters and Parameters section.
Filters can be applied to reports either by using quick filters or by adding basic filters. When two or more filters are added to a report using both "and"/"or" boolean operators, it's important to understand how the filter logic will be applied to ensure that the report will display the necessary information.
The following fields can be added to or be used as a filter in ticket reports:
- Age In Days
- Age In Days From Created to Closed
- Age in Hours
- Contact Name
- Date Closed
- Date Created
- Date Solved
- Date Updated
- First Reply Time (Hours)
- Last Reply From
- Organization
- Owner
- Priority
- SLA Current Target
- SLA Policy
- SLA Time Remaining
- Source
- Status
- Subject
- Support Email Address
- Tag List
- Ticket Age In Days
- Ticket Number
- Time In Hours (To Close)
- Type
- Ticket Custom Fields
- Linked Contact Standard fields
- Linked Contact Custom fields
- Linked Organization Standard fields
- Linked Organization Custom fields
Ticket Report
The Ticket Report can be used to review details regarding tickets available in an Insightly Service account. By default, the Ticket Report displays the following information:
- Ticket Number
- Contact Name
- Agent Name
- Subject
- Status
- Priority
- Date Updated
| Other uses for this report | Application |
|---|---|
I want to see a list of tickets assigned to a specific agent. | Add the following filter: Filter By: Agent Name Operator: Equal To Value: Enter the agent’s name The report will display all tickets assigned to the specified user. |
| I want to see a list of tickets that have a closed status. | Add the following filter: Filter By: Status Operator: Equal to Value: Closed The report will display all tickets with the closed status. |
Ticket Comment Report
The Ticket Comment Report can be used to review details regarding ticket comments available in an Insightly Service account. Draft comments are not included in this report. By default, the Ticket Comment Report displays the following information:
- Ticket Number
- Ticket Subject
- Comment Author Name
- Comment Channel
- Public Comment (Y/N)
- Date Created
| Other uses for this report | Application |
|---|---|
I want to see a list of ticket comments authored by a specific agent. | Add the following filter: Filter By: Comment Author Name Operator: Equal To Value: Enter the agent’s name The report will display all ticket comments authored by the specified user. |
| I want to see a list of all public ticket comments. | Add the following filter: Filter By: Public Comment Operator: Equal to Value: Yes The report will display all public comments. |
Average Ticket Time to Close
The Average Ticket Time to Close Report can be used to review the average amount of time it took for agents to close tickets. By default, the report displays the following information:
Columns
- Contact Name
- Source
- Status
- Ticket Number
- Subject
- Organization Name
- Date Created
- Date Closed
- Time in Hours (to close)
Filters
- Status - equal to - Closed
Summary Fields
- Time in Hours (to close) - Average - Average Number of Hours
| Other uses for this report | Configuration |
|---|---|
I want to see how many tickets were closed in 24 hours or less. | Add the following filter: Filter Clause: AND Filter By: Time in Hours (to close) Operator: Less or equal Value: 24 The report will display all tickets that were closed within 24 hours. |
| I want to see how long it took on average to close tickets that have been submitted as incidents. | Add the following filter: Filter Clause: AND Filter By: Type Operator: Equal to Value: Incident The report will display all incident tickets and the time it took to close them on average. |
Open Tickets by Priority
The Open Tickets by Priority Report can be used to review the priority status of all open tickets and the number of tickets in each status grouping. By default, the report displays the following information:
Columns
- Priority
- Contact Name
- Subject
- Date Created
- Age in Hours
- Status
- Organization Name
Filters
- Status - Equal to - Open
Grouping
- Priority
| Other uses for this report | Configuration |
|---|---|
| I want to see a list of all tickets in this report that are more than 48 hours old. | Add the following filters: Filter Clause: AND Filter By: Age in Hours Operator: Greater or equal Value: 48 The report will display all tickets that are at least 48 hours old, grouped by priority. |
| I want to see the priority of each open ticket that were received through Insightly Service. | Add the following filter: Filter Clause: AND Filter By: Source Operator: Equal to Value: Service App The report will display all open tickets that were submitted to your support team through Insightly Service, grouped by priority. |
Open Tickets by Status
The Open Tickets by Status Report can be used to review the status of each ticket that is currently open and the number of tickets in each status grouping. By default, the report displays the following information:
Columns
- Status
- Source
- Contact Name
- Subject
- Date Created
- Age in Hours
- Status
- Organization Name
Filters
- Status - Not equal to - Closed
Grouping
- Status
| Other uses for this report | Configuration |
|---|---|
| I want to see a list of all open tickets that were updated today, grouped by status. | Add the following filter: Filter Clause: AND Filter By: Date updated Operator: Equals Value: Today The report will display all open tickets, grouped by status, that were updated today. |
| I want to see the status of all open tickets that belong to a specific agent. | Add the following filter: Filter Clause: AND Filter By: Agent Name Operator: Equal to Value: Enter the agent’s name The report will display the open tickets an agent has been assigned to, grouped by status. |
Monthly Ticket Volume by Channel
The Monthly Ticket Volume by Channel Report can be used to review the average amount of tickets received from each source in each month. By default, the report displays the following information:
Columns
- Source
- Date Created
- Ticket Owner
- Subject
- Age in Days
- Status
- Organization Name
Grouping
- Source
- Date Created
| Other uses for this report | Configuration |
|---|---|
| I want to see a list of urgent priority tickets grouped by the date they were received and their source. | Add the following filter: Filter By: Priority Operator: Equal to Value: Urgent The report will display all urgent tickets grouped by the month and year they were received and by their source. |
| I want to know how many tickets were solved from each source in each month. | Add the following filter: Filter By: Status Operator: Equal to Value: Closed The report will display all closed tickets grouped by the month and year they were received and by their source. |
Monthly Tickets Closed by Agent
The Monthly Tickets Closed by Agent Report can be used to review how many tickets each agent closed, grouped by agent and date. The dates are measured by month and year. By default, the report displays the following information:
Columns
- Agent Name
- Source
- Date Closed
- Subject
- Age in Days
- Organization Name
Filters
- Status - Equal to - Closed
Grouping
- Date Closed
- Agent
Other uses for this report | Configuration |
|---|---|
| I want to see a list of closed ticket records for only one of my agents. | Add the following filter: Filter Clause: AND Filter By: Agent Name Operator: Equal to Value: Enter the agent’s name The report will display the closed tickets for one single agent, as well as the month and year the tickets were closed. |
| I want to see a list of tickets that took more than one week to close. | Add the following filter: Filter Clause: AND Filter By: Age in Days from Created to Closed Operator: Greater than Value: 7 The report will display all tickets closed by agents that took more than seven days to close. |
Ticket CSAT Report
The Ticket CSAT Report can be used to review details regarding ticket CSAT scores available in an Insightly Service account. By default, the Ticket CSAT Report displays the following information:
Columns
Ticket Number
Contact Name
Agent Name
Subject
CSAT Score
CSAT Comment
CSAT Date Created
CSAT Date Updated
Other uses for this report | Application |
|---|---|
I want to see a list of tickets that have a bad CSAT Score. | Add the following filter: Filter By: CSAT Score Operator: Equal To Value: bad The report will display all tickets that have a bad CSAT Score. |
I want to see a list of all tickets that have received a CSAT Comment. | Add the following filter: Filter By: CSAT Comment Operator: Equal to Value: Not Empty The report will display all tickets that have received a CSAT Comment. |