Quite stealthy we have relaunched Reports this weekend. The new reporting engine is completely rewritten and introduces a flexible way of creating custom reports for your specific needs. We've pre-populated your help desk with a couple of basic reports, but you can easily create new ones using the familiar condition-centric interface known from Triggers, Automations and Views. 

A report consists of a line chart and corresponding data table. The line chart can contain up to three data series, each showing the evolution of tickets adhering to the conditions that you specify. Conditions can be defined via ticket attributes, ticket tags or ticket resolution times.

Each series furthermore relates to the ticket state: Must the conditions apply for working tickets (meaning tickets that were either new, open or pending on the relevant day of the period), for new tickets that were created on the day, tickets that were resolved on the day, tickets that were already closed or solved on the day, or should they apply on any ticket, as long as it existed on the day. 

A report looks at a certain time period (currently not more than three months) and for every day of that period it counts how many tickets were in the defined ticket state and adhered to the defined conditions. 

That way it is easy to produce a report to a customer showing how many tickets they have submitted over time, how many that were solved within a day, how many were tagged with a specific tag and so on. Furthermore reports make it easy to monitor KPIs implemented for agent groups, how many tickets are assigned per day, how many are solved and how does the backlog evolve. Se sample below.

We wish our customers good luck with the application and encourage you to send your questions, feedback, findings and feature requests to us. Either in the Feature Request forum, or by posting in this thread.