Accessing Helpdesk Reports

Efficiently managing and analyzing tickets is crucial for any organization. To gain insights into helpdesk statistics, having a comprehensive repository of reports is essential. With Keka's Report tab in Helpdesk, organizations can easily download a variety of reports to track and understand helpdesk-related data. This feature simplifies the process of monitoring and optimizing helpdesk performance.

Accessing Helpdesk Reports 

To access Helpdesk Reports, click on Org (1) from the left navigation tab and navigate to Helpdesk (2). Under Helpdesk tab, click on Reports (3) to access and download helpdesk related reports.

Types of Reports 

There are multiple reports available to download from this section, let us undertand each of them in detail.

1) All Tickets

In this report you can find the list of all the tickets including active tickets and closed tickets from the past for a specific date range.

2) Close Tickets

From this report you can find the closed tickets list. By providing a specific date range you can generate and download this data.

3) Tickets Aggregates by Category

This report can be used to understand the category wise split of the open and closed tickets.

4) Tickets Aggregates by Assignee

This report contains the list of 

5) Monthly Trends of Tickets Created

This report gives you the details of the tickets trends that are generated over a month.

6) Average First Response Time

In this report you can overview the time taken to respond to each category of tickets.

7) Average Resolution Time by Category

In this report you can find the details of the average resolution time taken to resolve a tickets in each category.

Downloading Reports

Click on any report to download it. In the report download screen you need to provide a date range for reports that provide time specific data and click on Run. For other reports you can directly click on Download Icon.

After reading this you might be intrested in understanding helpdesk analytics. Read more about helpdesk analytics by clicking on this link Understanding Helpdesk Analytics

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