Reports play a vital role when it comes to service management solutions. Tickets that are opened, closed, or overdue at any time; the SLA violations that have happened; and who is sending the highest number of requests can all be known from the ready-made reports.
These reports provide a real-time summary analytic of all help desk team activities based on queues, agents, customers and customer groups.
Report Builder is a reporting tool that allows you to customize the layout of the report data by choosing the columns that your are interested in, applying filters, highlighting, and sorting. You can also define breaks, aggregations, computed columns and include a chart of the query results. Get a report on virtually any dimension of data: unresolved high-priority tickets, number of tickets per customer, average resolution time, estimated vs. actual time taken, etc.