More Information on Reports
When selecting the report type "Tickets per User" it would be great to see the number of open and resolved tickets (like it is per month).
Number of open and resolved tickets has been added to reports by users and categories in 2.5.1. For advanced reporting the “Export” functionality should be used.
-
Inkan Ingrid Renfors commented
We need to view statistics as to list the tickets for a specific customer (future) / category and select the time span for the list. Would be really great! Thanks for a great tool!
-
Ed commented
I'll add to my comments from December now that used Hesk a lot more.
My dilemma right now is I do the work and diligently add comments to tickets as they progress. When the work is done, I add the final comment, put the time worked in the Notes field and mark the ticket resolved to clear it out of the list. At the end of the week, I create the invoices for the clients. Right now it's just me and I can keep track of it but I see the day rapidly coming where I have a clerical person (or myself) doing the billing and technicians doing the work.
I would like to create reports that show which were resolved for the week so I can go back to them, get the time and doing the billing.
I could customize this but then I run into a problem. On the next Hesk upgrade, when I upload all the files, I would need to reapply the fix which could be extensive.
I could custom program database searches outside of Hesk but I'm not a programmer.
-
Ed commented
I would like reporting to be more robust & configurable.
For example, design your own report using checkboxes for the desired field(s). What I'm thinking of is summary reports -- not just numbers but ticket number/submitter/ticket title/date entered/date closed. Also options to include open/closed/both.
As for individual ticket printouts, I'd also like a little fancier formattiing. Even though you're writing HTML/text, you could use non-breaking spaces, etc. to add margins (even default values such as 5/10/15 spaces and more blank lines. Possibly also subtitles and varied font sizes.
Lastly, being able to omit some fields such as source IP, ticket status on ticket printouts.
-
Fernando Souza commented
I also agree and I have one more point. When we select the report by month (for ex.), it shows us the columms "1. Tickets", "2. Openned", "3. Solved", but the issue is about the 3. columm... only the solved tickets according the same period openned, but not really solved.
Do you know what I mean?
A ticket openned on November was solved only on December. If we get a report during the period, it shows us solved on November...
Please, correct me if I am wrong... =] -
Chris commented
Absolutely behind this one, as well as being able to further drill down the reports to seeing who has outstanding tickets by user, category, date etc
-
Anonymous commented
Hi,
It would also be realy nice to see:
How many Requests/tickets are posted with e-mailaddress xxx@yyy.zzzNot all my users have an account so by user isn't an option for me.
Ivan
-
Daniel commented
I agree with "snifty". I submitted the following request in the support forum:
When running the reports, I have the option to view tickets "per day", "per month", "per user", or "per category". This is cool, but is there a way to configure the code to allow me to see the "OPEN & RESOLVED" tickets under "per user" and "per category" just like it is displayed under "per day" and "per month"?
Having this feature would be good for management to govern their resouces and track the efforts of their staff.