Reporting Modules Suggestions

[PureSecurity]

If there is some documentation about the database like this, I'd also be interested in doing some reports. I've seen some of the home brew attempts at reporting and started looking at ways to reverse engineer them, but some sort of technical documentation would make this a lot easier.

[craigbrass]

There is an entity relationship diagram inside the help folder of the downloaded package from the members area.

[aleksanderro]

Hello guys!

Kayako eSupport is a quite good product actually, except the "reports" function which is not so good that I was hoping for.

Especially the "SLA" reports needs to be upgraded.
Today they're quite useless to be honest.

This is what I want:

• be able to filter based on department and "staff worked on".

• be able to generate a report for export into i.e. excel or other applications.

• be able to sort listing based on department, status, priority or SLA timeline.

• be able to display average sla timeline for multiply tickets (i.e. for displaying the average sla timeline from January 1st to February 1st this year).

What do you guys think about that?

[gdigrego]

Originally Posted by craigbrass

There is an entity relationship diagram inside the help folder of the downloaded package from the members area.

Since i'm not yet a customer but evaluating Kayako among other products, is there a way for me to have a look at that diagram? Also, does this document list also all tables columns and their relationships?

Thanks.

[craigbrass]

E-Mail Jamie (ops manager) - jamie.edwards ]at[ kayako.com -. He may be able to email it back to you.

[jtobey]

Since we just came out with a new stable release (3.20.02), I looked through the "will implement" for version 3 and 4 and didn't see anything about this. We really need reporting and I would like to know when I can look forward to it.

Thanks

[craigbrass]

Reporting is due in V4 rather than V3. No release date has been set for V4 however.

[Jamie Edwards]

Hi Joel,

Unfortunately the new reporting engine will not be seen until Version 4; until then you will have to construct your own reports (using SQL queries).

[jtobey]

Thanks Craig and Jamie. I guess I was just blind when I was looking in the "will implement" section of the version 4 queue.

Thanks!

[Cadey]

Hello

We are missing SLA and response time reports.

Nowadays it's only "per ticket" reports. But this is unusefull when you have 1000 tickets, there's no use to know each ticket one by one what was the response time or SLA level.

Reports should be possible per Staff User, or per Departement, or even per user, filter by date.

For instance : show me the SLA level for "Technical Support" department last 3 months for customer "ABC Corp".

Thanks

Cadey

[joshuah]

I believe it should be narrowed down to a single figure basis, i.e select department date range and then it'll give, average response time, 12hr 24minutes etc and then average hitrate (SLA) say... 98% for department1, 74% for department3 etc..

Thoughts?

[craigbrass]

Check out Reporting Modules Suggestions

[Cadey]

Originally Posted by craigbrass

Check out Reporting Modules Suggestions

Thanks but the only thing I see there is that people are waiting for this feature since more than 2 years!

[craigbrass]

Well I suggest you post in there. These suggestions are for V4 which does not have a set release date.

[joshuah]

Thanks guys