Reporting Modules Suggestions

[joshuah]

Originally Posted by ditlev

Basic reports incl:

- Number of tickets pr agent within defined timeframe
- Avg. reply times pr agent/department within defined timeframe
- Avg. resolution times (ticket closed) pr agent/department within defined timeframe
- Avg. number of replies pr ticket pr agent/department within defined timeframe


ditlev

Agreed, i like the "single figure" per user / dept rather then a whole lot of information..

[joshuah]

Originally Posted by Jamie Edwards

Hi Roberto,

A custom report creator has been planned for Version 4 of the product line (for which we have no ETA right now). I am afraid it will not feature before then.

Custom report creator sounds very good.. I'd assume you would have the ability to give a single figure of stat from this?

[ppafford]

Would like to see some custom reports or the ability to make custom reports.

Like:

-Top 10 ticket generators
-Reports based on customers/clients
-etc...

Thanks
Phill Pafford

[craigbrass]

See Reporting Modules Suggestions - Jamie mentioned it will be framework based so you can create your own but suggest these over there anyway.

[ppafford]

would like to add these as well

-Top 10 ticket generators
-Reports based on customers/clients
-etc...

Maybe even the registered user could get a report based on their ticket submissions?

[ppafford]

thnx posted

[alobel]

We have various staff here who are opening and closing tickets every day, adding in Time Worked and Billable Time into each ticket.

It would be really helpful if it was possible to have access to a report that shows Billable Time by ticket.

That way we could do billing to clients once a month, rather than having to train and monitor staff are billing clients on a per ticket basis.

Does anyone else have any thoughts?

If you have similar needs and have made a solution please let me know

Thanks, Andrew

[danielpugh]

doesnt seem much point, but useable reporting of some kind would be useful (ideally before the olympics (yes i realise itll be the ones in london)). Know its been asked for before, but just registering the request.
response time report
ideally: dashboard graphical summary filterable by company, engineer etc
scheduled/generated report for the same perhaps automatically emailed to customer once a month

billing report (not sure why, but ill have a think)
perhaps by customer, perhaps with total at the top of the report with stats and individual ticket id and subject/summary if requested so the customer can see why...
perhaps even make the database a little simpler so sql queries can be generated e.g. in crystal reports - currently our mcp qualified sql engineers are a bit scared of the database - even a simple database schema of some kind published would be handy
(microsoft managed it for dynamics crm server, so it should be possible for kayako)

sla report: combined with notification/escalation that lets our engineers know _before_ the sla is broken so not every ticket breaks an sla (as the sla is the only way of escalating)

then our customers will be impressed that we can respond to them on time, be happy that we live up to sla's we promise and be happy to pay the amount that we can then ask them to pay

ps managers love graphics in colour e.g. bar charts, etc - lets liven up their boring lives -

[joshuah]

Maybe ability to report on users using the private message system?

[Vichra]

Any one can help me to add up custom field in the Report?


Thanks

[lester]

Hello Kayako Developers,

I have been using the SupportSuite system for about a month now and I truly think it is wonderful system. Your competitor should be worried. I have demo this system and have gotten great responses.

However, I had a tough time running my monthly report. I have notice that the reporting tool features are somewhat limited and updating this will add a lot of value to the system. Here some features that I think would benefit all of us using this system.
Here is what I think needs to be added/updated:
1.Run chat report:
a.Total Chat Per Week/Month/year
b.Total Chat handles by Support Rep


2.Run website visit report:
a.Total number of hits by Week/Month/Year.
b.Total number of hits by location (country). I see you already capture this data using site monitor.


3.Run report on Custom Fields. Example: I added a field called “Issue Type”, Operating System, etc.
a.Total number of requests by Issue Type
b.Total number of requests by Operating System


4.User Registration Report.
a.Total number of registered Users by Week
b.Total number of registered Users YTD
c.Total number of registered users by month
d.I added a custom field. Example: I add a field called “Country” and would like a run a report of all users in a particular country.
In all of the above, an Export feature needs to be added. This will allow us to export the data to an Excel file (csv), where we could further manipulate the data.
·Filter Tool: Export data to excel (csv) after filtering
·Export User Registration data
·Export Reporting Data (Work Order summary, Etc)
·Export Tickets my month
Thanks for your consideration.
Lester Holmes
Technology Support Manager
Pearson Longman Publishing

[supportskins]

I think this is already being worked on in v4.

[lester]

Good to hear that. Do you know when v4 is scheduled for release?

[supportskins]

No ETA is currently available for v4.

[arun.flytxt]

Hi, I have a couple of feature requests here on Kayako reports.

1. Regarding exports

At this moment, installation does not support exporting reports in any format. We would like to export reports atleast in PDF format for my management team. Things would become extremely difficult if number of tickets increases more than 40. We will have to take print screens and which is not a good way of presenting data.

2. Filters

Current installation allows user to filter based on the Date values (Tickets » Reports » Response Time).
We would like to filter tickets based on priorities, status, caller,staff worked

3. Support center interface for users

Currently customers cannot draw a report from Kayako logging in to their interface. There are customers who works as a Account managers and they would need specific reports from the platform on issues reported, ticket numbers etc. It would be very useful if they can create few reports from there.

Hope you would discuss and consider these requests and will make our life more easy by using this product.

Many thanks,
Arun

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