Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Generate Reports 

Click 'Admin Panel' > 'Reports'

• Service Desk reports provide comprehensive data on ticket activity.

• You can generate billing reports, department reports, time-log reports, asset reports, agent reports (admin/staff members) and user reports.

• You can also schedule reports to be auto-generated at set times and sent to selected recipients.

Open the 'Reports' screen:

• Open the admin panel (see the last link on the left)

• Click 'Reports':

Report Types

• Time Log: Generate a report on tickets between specific dates.

• Tickets: Generate granular reports on ticket activity. You can filter the report by numerous criteria.

• Assets: A report on tickets that included work on a specific asset. Assets are items like printers, workstations, servers etc.

• Service Types: Generate reports by the type of support provided in the ticket. This can be 'Remote', 'Telephone’ or 'On-Site'. The report also shows the time spent and the charges applied.

• Departments: Generate a report on tickets worked on by specific departments.

• Agents: Generate a report on tickets worked on by selected staff members.

• Users: Users are the people who submit tickets to your support department. This section lets you generate reports on tickets from named users.

• Resource Appointment: Appointments are activities that were added to an agent / staff member’s calendar. For example, to schedule an on-site visit. These reports show the number of hours spent on appointments by specific agents between dates that you select.