Ticket Closure Report

Use the Ticket Closure Report to view resolution activity within your installation.

  1. Click on Reporting - Ticket Closure Report to display the report page (the report is automatically run on the default filters and matching results are displayed):
  2. At the top of the screen, choose to plot the graph by Date, Agent (who the ticket is assigned to once closed) or Customer. For example, if you want to see all ticket closures by assigned agent, click on Agent - the graph automatically updates to show the change in filter:
  3. If, after the ticket closure, another agent is assigned to the ticket, the report shows the newly assigned agent and not the agent assigned at the time of closing.

  4. In the next group of filters, choose from the following criteria:
    • Date range - Start and end date of reporting period
    • Customers - Filter by the customer(s) this ticket is associated with. Choose All customers (default) or choose one specific one.
    • Staff - Filter by staff assignment of ticket. Choose All Staff (default) or one particular Staff Agent from the list.
  5. Click on Update to apply the filters. Matching tickets are displayed.
  6. You can export the report to either CSV, XLSX or PDF by selecting from the Export Report dropdown:

    You can also schedule this report to run on a specific day - See Scheduling a Dashboard Report.

Once the report has been generated, the data is cached for 15 minutes to save time building the report. This means that if you run the report again within 15 minutes, the cached data is used - after 15 minutes the report is built using new data.