Ticket Reports

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

Ticket Reports

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: 

Columns

  • Ticket Number
  • Contact Name
  • Agent Name
  • Subject
  • Status
  • Priority
  • Date Updated

Other uses for this reportApplication

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.


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 reportConfiguration

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 reportConfiguration
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 reportConfiguration
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 reportConfiguration
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.


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