Ticket, response-time, time and rating reports
See how fast your desk answers and fixes, which targets were met or missed and where your technicians' hours go. See also what customers think of each team and technician. Every report is a table you can regroup, chart or open as a list.
PLANSEvery plan
The problem it solves
- A customer says you always answer late, and you cannot show the figures.
- You promise response times in the contract, and nobody counts how many were met.
- You do not know whether overtime goes to emergencies or to travel.
- One technician gets poor ratings month after month and nobody notices.
How it works
- Team leads and service managers open Helpdesk > Reports.
- Tickets shows tickets by team and stage with Hours to First Response and Hours to Solve, and the rating.
- SLA Compliance shows each target of each ticket (First Response, On-site Arrival, Resolution) as Reached, Failed or Ongoing, by team. The Failed filter lists the misses.
- Time shows hours and billable hours by technician and kind of work: Normal Hours, After Hours, Holiday, Emergency, Call-out and Travel.
- Customer Satisfaction shows the average rating of rated tickets by team and technician; Ratings and Comments lists each rating with its comment.
- Regroup any of them with Group By (customer, kind of issue, technician, month), switch to a chart, or open the list behind a figure.
Everything it does
Tickets
- Rows by team, columns by stage kind; measures Hours to First Response, Hours to Solve, hours spent and Rating
- Hours to First Response and Hours to Solve are clock hours from the moment the ticket was raised
- A chart of tickets raised per week by kind of issue
- With Growth, each ticket keeps First Time Fix: solved with at most one visit made. Add it with Group By > Add Custom Group
SLA Compliance
- One line per target of a ticket: First Response, Resolution, and with Growth On-site Arrival
- Each with its deadline, when it was reached, and Reached, Failed or Ongoing
- Targets count working hours of the team's calendar, or round the clock, as the policy says; waiting stages add their time to the deadline
- Filters Failed and Deadline; group by Team, Technician or Target
Time
- Hours worked and billable hours, by technician and kind of work
- Filters Mine, To Approve, Billable, Covered and Date; group by Technician, Customer, Ticket or Work Type
- Billable hours follow the work type's rounding (15 minutes to start with) and minimum
Ratings
- Customer Satisfaction: the average of the requesters' 1 to 5 ratings, rated tickets only, by team and technician. Group by customer or kind of issue too
- Ratings and Comments: every rating with its comment
- A rating of 2 or less gives the team lead a to-do
Also under Reports
- Materials (Growth): material value by customer and by source
- Wall Screens and AI Usage (Growth); Technician Utilisation and Profitability (Scale)
Who uses it
Team leadChecks missed targets, hours to approve and ratings for their team.
Service managerReviews response and resolution times by customer and kind of issue, and the ratings of each technician.
TechnicianDoes not see Reports; sees their own time and tickets.
Where you use it
- Web: Helpdesk > Reports > Tickets and Service > Tickets, SLA Compliance, Time, Customer Satisfaction and Ratings and Comments
- The SmartMy Desk app: the Board for team leads (Growth), not these reports
- Not offered: scheduled report emails, and reports for the customer on the portal
What you control
Settings
- Response and resolution targets per policy, per priority, in working hours or round the clock
- Work types and their kind of work, rounding (15 minutes) and minimum billable hours
- Who sees Reports: Team lead and above
Notifications
- Ticket Escalated: to the people the escalation step names, before or when a target is missed
- A rating of 2 or less: a to-do for the team lead
Questions
Can I see how many response targets we met last month?
Yes. Open SLA Compliance, filter Deadline for last month, and look at Reached against Failed, by team or technician.Are the hours to respond counted in working hours?
The SLA Compliance targets are, as the policy says. Hours to First Response and Hours to Solve on the Tickets report are plain clock hours from when the ticket was raised.Can we see first-time fix?
Yes, with Growth, where visits are recorded. Each solved ticket is marked First Time Fix when it took at most one visit. Group the Tickets report by it.Can customers see these reports?
No. Customers see the expected times on each of their tickets, not reports.Can I export a report?
Yes. Every report opens as a table you can download to a spreadsheet.Related features
RESPONSE TIMESResponse and resolution targets in working hoursResponse-time policies set how fast your team must reply and solve, per priority, for chosen teams, kinds of issue, customers and tags. Targets count in working hours and holidays or round the clock, pause while a ticket waits, and are never typed by hand.RESPONSE TIMESEscalation before a target is missedEscalation rules act when a share of a response-time target has passed, such as 75 % or 100 %. Each level tells the team lead, the customer's account manager or people you name, and can hand the ticket to them.WORKING A TICKETTime on tickets with a timer, work types and timesheetsTechnicians log time on each ticket with a timer or by hand, by work type: normal hours, after hours, holiday, emergency, call-out or travel. The team lead approves the hours before they are billed, and each line can also land on the technician's timesheet.CLOSINGConfirm, reopen and rateAfter a ticket is solved, the requester confirms the fix or reopens it with a reason. Without an answer it closes by itself after a set number of days. On closing the requester rates the service, and a low rating gives the team lead a to-do.REPORTSTechnician utilisationFor each technician and day, see the hours they were due to work against the hours they logged on tickets. See how much of it you can bill, how much a contract covers, and how much went on travel.REPORTSProfit by customer, contract and kind of issueSee what each job, customer, contract and kind of issue earned against what it cost you in labour and parts. For an AMC, see the fees invoiced plus the work billed on its tickets, less the cost to serve it.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.