Donna Dowie

We've had numerous requests from our end users for this as well.

• What is the problem? There is an online list of tickets for user, or organization, available online. End users cannot report on this easily, and cannot export to excel or other software to report.
• Why is it a problem? Our customers could have a large number of tickets open and would like to be able to report to their upper management on our productivity and their outstanding issues.
• How do you solve the problem today? We create a report in Insights, mail automatically on a daily basis to an agent, and have them forward to the user who requested. This is extra work for agents who could be solving tickets. And insights doesn't update in real time so the statistics are out of date as soon as they arrive.
• How would you ideally solve the problem? A button in the "my requests" page to allow export to csv, as you can in Insights.
• How big is the problem (business impact, frequency of impact, who is impacted). We have around 30-40 automated reports each week. This around 40% of our customer base. I suspect if we asked, the demand would be higher, but as we don't have the option for ad hoc reports, we've not highlighted this as an option to our end users.