Questions about ticket information - Kayako

ECiV · **Questions about ticket information -** 02-04-2007, 03:13 PM

I have two question about tickets:

1. How can I find out how many tickets has been registred from one date to another date, in each departement? E.g. I would like to find out how many tickets we got in January.

2. How can I find out what the average response time is for one month?

supportskins · 02-04-2007, 03:14 PM

You can find this under Staff CP > Tickets > Reports

Although these reports will give you an idea of the Ticket Posts and not a ticket as a whole. HTH

**Jamie Edwards** · 02-04-2007, 03:16 PM

Hi ECiV,

1) Go to Tickets -> Reports -> Department Summary

2) I do not think you can get the average response time as one value, but you can review the response times and resolution times of tickets also in Tickets -> Reports

You may find the manual: User manuals of some use

ECiV · 03-04-2007, 08:19 AM

Thanks for the answers!

1) I had found the Department Summary, but how exactly does the count work? I need to count the number of tickets received for a periode.

**Jamie Edwards** · 03-04-2007, 09:03 AM

Hi ECiV,

Use the department summary report to count the tickets for each department and each status. Unfortunately, it does not total them all for you.

ECiV · 03-04-2007, 10:10 AM

I need the count of tickets registrered for each department, so thats fine. But my question is if the count is correct. If I go to "manage tickets", shouldn't the number of tickets be the same as in the report? I have counted the tickets thats closed, on hold and open for a periode for a department. Why is not the total count not the same as in the report?

supportskins · 03-04-2007, 10:13 AM

As I said, this is not ticket count but ticket post count. Suppose you have 1 ticket with 10 staff/client posts in it, then these reports will display the count as 10 and not 1. Hope this makes sense

**Jamie Edwards** · 03-04-2007, 10:36 AM

ECiV, I am sorry - I misread what you were asking. Supportskins has it right

ECiV · 03-04-2007, 10:44 AM

Quote:

Originally Posted by supportskins

As I said, this is not ticket count but ticket post count. Suppose you have 1 ticket with 10 staff/client posts in it, then these reports will display the count as 10 and not 1. Hope this makes sense

Thank you for the explanation!

Now I understand.... I can't use the report when it counts ticket post. Is there any way to count how many tickets that are registrered?

**Jamie Edwards** · 03-04-2007, 10:55 AM

At present, there is no functionality that will produce this statistic. However, feel free to make your suggestions regarding enhanced reporting features in this thread: Reporting Modules Suggestions

ECiV · 03-04-2007, 11:00 AM

Quote:

Originally Posted by Jamie Edwards

At present, there is no functionality that will produce this statistic. However, feel free to make your suggestions regarding enhanced reporting features in this thread: Reporting Modules Suggestions

Ok, thanks for the answer!

supportskins · 03-04-2007, 05:24 PM

From what I last heard, Kayako is working on a Reports module which shall be added in the future releases. No ETA or version has yet been provided so please do not ask for one

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ECiV Offline New Member Posts: 6 Join Date: Jul 2006	Questions about ticket information - 02-04-2007, 03:13 PM I have two question about tickets: 1. How can I find out how many tickets has been registred from one date to another date, in each departement? E.g. I would like to find out how many tickets we got in January. 2. How can I find out what the average response time is for one month?

ECiV Offline New Member Posts: 6 Join Date: Jul 2006	03-04-2007, 08:19 AM Thanks for the answers! 1) I had found the Department Summary, but how exactly does the count work? I need to count the number of tickets received for a periode.

ECiV Offline New Member Posts: 6 Join Date: Jul 2006	03-04-2007, 10:10 AM I need the count of tickets registrered for each department, so thats fine. But my question is if the count is correct. If I go to "manage tickets", shouldn't the number of tickets be the same as in the report? I have counted the tickets thats closed, on hold and open for a periode for a department. Why is not the total count not the same as in the report?