Reporting Modules Suggestions

[lightning]

I've skimed through the forums and didnt see any change, but I could be wrong. Can I pull a report (yet???) to see Agent Billable Time Spent by Client or similar like in Cerberus? I cant use Kayako if I cant figure out how much support time was spent on a company per month.

[Jamie Edwards]

As mentioned here - please post your wants and wishes for the reporting features of SupportSuite.

[Optimal]

I am happy to see the promise of more attention to this item. I do see however that a lot has already been requested in the previous thread.

The most promising item is definitely what Varun described in 2005 as a “Report Designer Module.” One of the advantages of Crystal Reports as we understand it is the concept of whatever kind of query/report you can think of you can create. Given that so many of us use Kayako in environments other than web hosting, I do not believe Kayako will be able to design enough defined reports to satisfy everyone’s needs. This further supports the ability to have a custom reporting module and therefore the focus be spent on that programming and not a plethora of defined ones.

Nonetheless, I’ll share a few things that came up for me, many of which were already mentioned in the previous thread (and could all be generated in a report designer module):

Ability to run a report that shows:

• All billable hours for a staff member in any custom defined date range

• A list of tickets during specified time period – where the subject, ticket number, owner, etc. is listed and can be sorted by those fields

• Open tickets by user (client)

• Open tickets listed by priority level

• Staff member activity (responses by the specific staff member, list of tickets which has a response by a specific staff member, etc.). As H-U.net said in 2005, to be able to go to reports -> Get x amount of tickets answered by staff_member_x during period_x where department = x

• Custom fields reporting – for example we have custom fields for categories (hardware, software, e-mail/internet, misc) in order to be able to determine trends. We’d like to run reports to show how many tickets per category over custom periods of time by department, by user, etc.

And finally,

• The ability to export any of the information generated in a report

Thanks,

Ryan

[tvds]

It would be great to have a open report module.

Just put in what I would like to see, and show an overall report.

[lee.black]

We would like to be able to categorize what type of problem a customer is having and then at the end of the month have a report to show how many problems we have had with a certain product etc.

Would this be possible?

[mopa]

A possibility to export the reports to excel documents would be nice.

It should be possible to get reports on all the customers incoming tickets as mentioned before from who the cust. is to what priority and what case or label or departments and possible to switch between theese and more - the more the better.

But specifically the option to export to Excel.

[eiden]

Originally Posted by mopa

A possibility to export the reports to excel documents would be nice.

It should be possible to get reports on all the customers incoming tickets as mentioned before from who the cust. is to what priority and what case or label or departments and possible to switch between theese and more - the more the better.

But specifically the option to export to Excel.

+ XML and/or CSV

[dbanda]

dear sirs , when will it be available ?

kindly
d.banda

[Intrepid_Soul]

• Show number of new tickets for a given time period
• In some report, not sure where, but have a statistical information such as average number of replies to solve a ticket or to bring it to a status
• Compare and contrast (This week versus last week/this month versus last month/year/ect)
• graphical reports like in the ticket reporting sections (I find executive types don't like seeing just a long spreadsheet of information)
• Reporting on custom fields is a must (I support video games, and one field I have it Game Title, currently I can't tell anyone how many contacts for each title I get)
• statistical information such as average times of day of week tickets are submitted(i.e. 40% of tickets submitted between xxx date and yyy date were submitted on Tuesdays, or at 4pm-5pm
• If there was a way to compare and contrast visitors to the site versus number of tickets this would be helpful in knowing if the site was working
• Countries submitted from tallies (i.e 4 from the UK 20 for the US...ect)
• Being a stat junkie myself, it would be cool to see the top 10 email domains (@yahoo.com @aol.com ect)
• Llamas

[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

[phalseid]

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[willian]

Precise of managerial reports. can it help me?

[asantillan]

I am the customer service manager for my company and the reports I need are:
ability to see the number of tickets handled for ALL my staff by day for a specific time period and criteria selected
ability to see the number of tickets handled for selected staff by day for a specific time period and criteria selected
Drill down to view the responses given by staff.

I would want this feature in the Admin section vs the general staff section.

If this isn't available, what reporting writer do you recommend?

[clayton]

Here are some items my company could really use in eSupport ticket reports:

to be able to query over a date range and also by department for the following:
* sum totals: how many tickets opened, how many closed, how many placed on hold
* for each ticket closed in the period, actual date opened and actual date closed (NOT the time difference, but actual date stamps)
* for each ticket closed in the period, show and compare actual close date to due date (what was closed late, on time, ahead of time)
*ability to export these reports to CSV/Excel

Even better would be a reporting tool which would allow you to query on custom fields... or at least advice/documentation on reporting tools that could can connect to the MySQL data, as well as a database schema to help us understand the data groups and relationships.

Thanks for creating a great product, which is already very useful for our company. Improving the reporting features will make it an outstanding tool for us and many others.

[richm]

I'd like to see the ability to print and export the ticket list (Tickets > Manage Tickets) ..not individual tickets, but an entire list.

Print would be a great way to take the current list into a meeting, export would be a great way to put the data into excel or other programs for further distribution/manipulation.

Regards,

Rich