Hi,
Just a suggestion for a future upgrade. I personally would like to see the ability to produce reports of tickets for management purposes. If reporting would be a lot (I know you offer this for free) then at least an easy way to export the ticket data (exlcluding the details and replies) in a tab or comma-delimited format.
Maybe even include the number of replies each ticket has and the date it was closed (if it has been).
thanks for listening,
hf2
Reporting and/or Exporting Feature
Moderator: mkoch227
Hmm, what kind of data should be included in such a report? What are people looking for?
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Well to start I would start with what you display in the administrative list. Pluse a few others if they are available or exist. Here's a list of what I'm thinking:
Ticket No.
Timestamp (date ticket submitted)
Current Reply Timestamp (date of last reply)
No of replies
Name
email address
Subject
Status
Priority
Category
first line or 80 char of last reply
The above would be of course for an export. As an export personally even if all the data stored were exported I would just import the pertinent fields.
For a printable version maybe all this but in a simple layout without the search query form at the bottom.
Personally I use the category field for both general issues, and I've entered 'Client Codes' also that I've instructed my clients to use for their specific company. When I am at certain clients I can use the search feature to find their tickets then print them to have on hand while moving around and working on them. I then return to my computer and submit replies and close appropriate tickets.
As an export I would import the data into FileMaker (I'm a developer) and be able to categories issues and generate reports. As a one man support company this would allow me to see how I'm spending my time (hardware, software, network, etc.) and maybe even look for help in the target areas that I have the most work.
Thanks again,
hf2
Ticket No.
Timestamp (date ticket submitted)
Current Reply Timestamp (date of last reply)
No of replies
Name
email address
Subject
Status
Priority
Category
first line or 80 char of last reply
The above would be of course for an export. As an export personally even if all the data stored were exported I would just import the pertinent fields.
For a printable version maybe all this but in a simple layout without the search query form at the bottom.
Personally I use the category field for both general issues, and I've entered 'Client Codes' also that I've instructed my clients to use for their specific company. When I am at certain clients I can use the search feature to find their tickets then print them to have on hand while moving around and working on them. I then return to my computer and submit replies and close appropriate tickets.
As an export I would import the data into FileMaker (I'm a developer) and be able to categories issues and generate reports. As a one man support company this would allow me to see how I'm spending my time (hardware, software, network, etc.) and maybe even look for help in the target areas that I have the most work.
Thanks again,
hf2
-
Amphicar770
- Posts: 15
- Joined: Fri Jun 05, 2009 9:33 pm
A reporting module would be a GREAT add on which could be sold as an complimentary program to Hesk.
A manager running a helpdesk is interested in things like:
- Number of requests opened in given time period with ability to break down by category.
- Average time to first response, average time to ticket closed.
- Breakdown of calls by service agent.
- Etc.
A manager running a helpdesk is interested in things like:
- Number of requests opened in given time period with ability to break down by category.
- Average time to first response, average time to ticket closed.
- Breakdown of calls by service agent.
- Etc.