Reporting Modules Suggestions

[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

[bear]

Billing reporting.
There are ways to include how much time was spent on each issue, but no way I could find (short of writing my own sql query in phpmyadmin) to retrieve that information. Some of my clients pay for support by the hour or in blocks of time, I record the time spent on each in thier ticket, but then need to revisit every ticket and manually record the time spent.
That's absurd. Why have it if you can't retrieve the information?

Here's what I'd love to see (please) in reports

• Billable hours per client
• Billable hours per department (*very important to me*)
• Billable hours per staff member
• The ability to specify my own parameters to return a result from the DB regarding hours worked/billable hours
• Ability to sum hours for a date range (by month, week, etc), showing total hours billable for a specific time period.

Since this has been "in the works" since 2005 (and I pretty much need it now), I'll pay a reasonable fee to anyone that can write this, rather than waiting for inclusion in some future Kayako release, since it doesn't seem to be high on the "to do" list.

[Darren]

I think that the reports module should have some very basic reports in as standard, such as :

Ticket Metrics (number of tickets of each status for each dept) - this would be basic and will allow a v.quick lookup of the status of all tickets. This is particularly useful for managers looking at basic helpdesk usage/status, i.e. how many tickets do I have in my dept.?

Ticket ages (the age of each ticket) - to allow a quick view of which tickets are oldest/youngest. This will allow users to know which tickets need dealing with first.

These 2 very basic reports (which should be able to be pulled directly from the database with ease) would go a long way to satisfying my boss as to how the helpdesk is running...

[ditlev]

Originally Posted by Jamie Edwards

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

another half year gone - whats the status on this?

[craigbrass]

It is suggestions for V4 really which will soon enter the planning stage.

[Jamie Edwards]

Originally Posted by ditlev

another half year gone - whats the status on this?

There isn't one, yet. We will post one as soon as we have one.

[robertofl]

Hi there!

I've searched for that subject in this forum, however I've seen only old messages in which people say about it.

I'd like to know how the feature has been analyzed for Kayako staff and if there are plans for releasing the custom reports builder soon.

Yours sincerely,

Roberto Ferreira
Indaiatuba, São Paulo, Brasil

[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.

[net24]

I'd like to request that the reporting module not only show help desk performance in general but also drill down metrics to measure and manage agents performance.

Useful reports to help manage performance of agents would be:

- No of tickets replied/closed by agent broken down by department (to ensure that easier departments are not being favored over more complex)
- Average number of agent responses per ticket (to measure accuracy of initial response)
- Average response times from assignment according to agents work schedule
- Adherence to SLAs

One feature I have also raised in another thread is to have an automatic round robin assignment of tickets so that agents cannot pick and choose easy tickets to respond to in an effort to raise their closed tickets stats.

I'm sure others will have some more suggestions and I really hope Kayako build in some extensive reporting capabilities to manage staff performance as it is such an important feature to have for a help desk package used in a corporate environment.

[Jamie Edwards]

Hi net24,

Thanks for taking the time to post the suggestions; soon we will begin analysing all of the detail and requests posted here and begin roadmapping the reporting module.

[isaiah55]

I never normally suggest a product but for all of you that host your own SupportSuite this may be the solution to your reporting issues. http://www.tufat.com/s_pdf_reports_mysql.htm

I am not affliated with this product nor the developer. I just used it on a PHP project a year back and it worked well.

Just a thought. I hope I haven't broken any forum rules posting this. I am just trying to help. Feel free to delete this post if people have issues with it.

Cheers

[gapcnet]

We make extensive use of tracking billable hours. Currently we are forced to go through the laborious task of running reports then doing the math by hand.

If a computer has the information, why should a human have to do math?

[Jamie Edwards]

There should be a keyword mining feature of some sort.