Reporting Tickets by Day and/or Hour
I've seen a lot of time-centric reporting advice but mostly about "hours" in terms of time spent working on a ticket, as opposed to what time tickets are landing.
Is there a simple way to create a pair of reports -- or better yet, a single one -- that would reveal the following count information:
- On which days tickets are being created/logged
- At what time tickets are being created/logged
This visualization is needed in order to properly assess our support staffing needs vs demand.
Many thanks in advance to anyone who's done this and can hold my hand a little...
Eric
Answers (7)
Hi Eric,
We actually have this information in one field/column for a ticket report, the Created column. If you add this to a report you can view the date a ticket was created as well as the time it was created in four possible formats:
- Year (just like it sounds, without a time element)
- Month/Year (month and year without a time element)
- Week/Year (Month, Day, and Year ( no time element)
- Select nothing in the Display Format box ( includes the day of the week, mm/dd/yyyy, time of day)
From what you're asking about, you may want to try the fourth option which is the default option upon adding the Created column to your report.
Give that a shot and let me know if it suits your needs.
Sincerely,
Mark Sayers
TD Support
I can!
It is particularly important for effective scheduling and service hours. Knowing the flow of our traffic at specific times throughout the day could help an organization justify more or less staffing at their service desk during peak or off peak hours. For example, if I could identify our top business hours, I could more effectively schedule my staff in order to provide the best customer experience possible. Without this information, I would need to depend on speculation with no evidence that is easily accessible thus making it much harder to justify. One could make a spreadsheet in excel and manually merge the data, but it would most certainly be better if it were baked right into the reporting tool in TeamDynamix.
My use case is similar to Joel's. My CIO wants to review and/or tweak the effectiveness of a help desk schedule that's undergone changes. To track that effectiveness, he wants reports that break down ticket stats by the hour in a given day.
If there was a simple way to get a count of how many tickets were logged each hour over a day, without having to dump to Excel and perform numerous operations to massage the tables into something useful, that would be a game changer where TD Reports are concerned, for me.
My use case is similar to Joel's. My CIO wants to review and/or tweak the effectiveness of a help desk schedule that's undergone changes. To track that effectiveness, he wants reports that break down ticket stats by the hour in a given day.
If there was a simple way to get a count of how many tickets were logged each hour over a day, without having to dump to Excel and perform numerous operations to massage the tables into something useful, that would be a game changer where TD Reports are concerned, for me.
Great, thank you for that Joel! Let's follow this conversation up on the question you posted here.
Hi Joel,
No there is not a way to break it down by the hour the ticket was created within.
Can you provide a use case for needing that level of information though, as it might be helpful in determining if there is a need for an enhancement request to ask for further levels of detain in reporting on ticket creation dates/times?
Sincerely,
Mark Sayers
TD Support
Hi Mark,
When using the default setting for view, the tickets seem to just break down by the exact time a ticket was requested instead of broken down by hour. Is there another way to break it down by hour within the reporting tool?