Daily Tickets Resolved Per Tech

Overview

With this report, you would provide your team with the number of tickets resolved by each technician on your team on a daily basis. This report is useful for managers to determine if there are training gaps or technicians who could use further assistance.

Creating and Configuring the Report

1. Click the +Report button
2. Choose Ticket Report from the list of options

Name and Description

1. Be clear when entering the name and description of your reports, as you want the purpose of the report to be clear to your team.
   • For this example, you can type a name of Daily Tickets Resolved per Tech and a description of your choosing, if so desired.

Select the Columns for your report

1. For this report, we want to see the following minimum columns:
   • Resolved By, and
   • Ticket Count

Add filtering to your report

1. Set the following filter configurations:
   • Select the technicians you are reporting on in the Resolved By filter, and
   • Resolved Date. To start, you can use "Today" or you can report on any length of time that meets your needs.

Charts

There are many helpful charts you can configure, but to start out with, we recommend:

1. A pie chart, with
2. Name of Resolved By, and
3. Value of Ticket Count

When you run your report, you will end up with something like this. You can click into each section of the pie for more information on the type of tickets your technicians are resolving.

Additional Recommendations

Consider putting this report on your technicians desktop so that they have visibility into the volume of tickets being resolved by their team mates.  It is helpful for each manager in your department to have a version of this report with their own technicians.