I may be missing something, but it seems to me that your reports are all designed around the performance of the Support team. However, when customers get in touch it's often about a problem, and we add a "Ticket Type" to categorise these. Is there not a way of summarising the number of tickets received by "Ticket Type" in a given period so that we can monitor trends and pass them on to relevant staff elsewhere in the business?
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Reporting by Ticket type
+12Hello Neale,
You can probably try using the default type field to categorise the ticket , in case if you're not using it for any other purpose. It would display the trend in the helpdesk at a glance report. Here's a screenshot of how it looks on the report :
Will this be helpful in your case,Neale?
Cheers!
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