Reporting Modules Suggestions

[jtobey]

I've thoroughly enjoyed reading through this and all the other previous posts about the reporting module and can't wait for it to come out. Of all the suggestions I've seen, here are some of mine that are most important for my needs:

1. Add Type and Subtypes to each ticket and pull reports on them. We have custom fields, but it doesn't quite work the way I want. I want there to be a pull down menu that you select a category, then based on which category you select, another one might appear with more sub-categories to select, and then there might also be a third, fourth, etc. depending on how deep you want to categories all the different issues that come in. Then we can run reports and see trends of what people are having trouble with and we know where we need to focus our energy in. After you have completely selected a type/subtype, there should be an option to add additional ones since people usually list more than one problem in an email or phone call.
2. Report Templates - Be able to create a custom report (like in Crystal Reports) and save it / copy it / delete it / edit it / etc
3. Auto Reports - With the standard or custom reports that you create, you can select a time to run the report (daily/weekly/monthly) and have it email those who need it.

Thanks for listening.

[HaakonJ]

Hi there.
I really enjoyed reading about reports. Today I must punch numbers from available reports into an excel document and that takes a lot of unecessary time. Is there an updated status on the reporting feature available? Please let me know if someone have a suggestion on how to solve needs of these data:

What I need is:

Trouble tickets recieved
Trouble tickets closed
Trouble tickets handled by Level 1 Support
Trouble tickets requiring Level 2 Support

Tickets registered as level 1 support (%)
YTD weekly avg. (#)
YTD weekly avg. (%)
YTD total (#)
YTD total (%)

Kind regards

[JamiePeers]

The current reporting capabilities of the system are poor. I can't even download information into Excel.

Surely this needs urgent attention. Even if I could just download all tickets and activites into a CSV file for a specific period then I could do my own reporting.

As it stands, Support Suite is a pure data repository. We have to be able to get information out to make the system truely useful.

[Jamie Edwards]

Please see this thread: Reporting Modules Suggestions

[webnic]

From the “Service Level Report”, we only able to view the SLA Timeline of every ticket according to the date we selected. Is there any way that we can have a summary of the SLA result? Such as:1. Average SLA Timeline result of the month or day?
2. How many percentages of tickets do not meet the SLA and how many percentage of the ticket meet the SLA in the particular month or day?
3. For the staff part, can the report shows the SLA performance of the particular staff? For example, does the staff meet the SLA? If yes, how many percentages? If no, how many percentages?

>>Same for the “Response Time Report”, is there any summary provided and list down the average Response time and average resolution time of particular day or month?
Is there anyway to show the average Response time and average resolution time for a staff of a day or a month?

We hope that that above mentioned requests/enhancements can be included in the future enhancement.

Thank you.

[Jamie Edwards]

Hi webnic,

Unfortunately this is not possible at the moment, but feel free to contribute your ideas for the reporting module to this thread: Reporting Modules Suggestions

[act1v]

You really need a custom reporting tool and then let users make their own....

After you create the tool, you could then release precanned reports for the most popular ones...

This is a huge missing feature....the 4 reports i see in v3 dont do much.

[Jamie Edwards]

I think an XML based specification for defining your own reports is needed on top of some standard ones; i.e. offer a reporting engine rather than a number of predefined, inflexible reports.

[Carl Silver]

Would be nice if you could actually see how many times the item has been rated Good or Bad rather than just the star system in the StaffCP

EDIT:
Maybe on the actual KB article you can also have something like:

X out of Y People found this article useful

Where X is the number of people that clicked "Yes" and Y is the total number of people that rated

[craigbrass]

+1 for this.

[Carl Silver]

Something kinda like this:

[craigbrass]

Yep, exactly.

[Thijs]

Originally Posted by supportskins

This is a missing feature, calls for a feature request.

Kick, me too

[Jamie Edwards]

Thread moved to the Feature Requests forum

[gdigrego]

Hello,

One way to provide ad-hoc reporting pretty immediately without waiting for v4 would be to provide a precise documentation of the diagram of the database used by kayako. That way, peoples having an "owned" license would be able to use tools like Excel or Microsoft SQL Server reporting services to access the MySQL database via ODBC (with a read only login) and build any type of reports they wants.

Is this something you would be willing to do?

Thanks.