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

Department Ticket Reports

Click 'Admin Panel' > 'Reports' > 'Departments'

• Department reports show ticket activity by Service Desk department.

• This includes the number of open and closed tickets per department, the number of those tickets that have been assigned to staff, and the number of overdue tickets.

• Reports also include time spent, billable time and material cost for the department.

• You can generate a report on all departments or for a single department.

• The report can be exported to PDF and CSV formats.

Create a department report

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

• Click 'Reports' > 'Departments'

Filter Options

• Period: The default report period is from the first day of the current month to the current date. You can choose a different period by modifying the dates in the 'From' and 'To' fields.

• Department: Choose the department for which the report has to be generated.

• Click the 'Go!' button to generate the report for the selected period and filter.

• If  no department is selected then the report covers all departments.
  

Click the 'Department' column header to sort items in ascending/descending order.

• Department: The name of the department.

• Open: Number of open tickets that are assigned to the department.

• Closed: Number of tickets that are assigned to the department and have been closed.

• Assigned: Total number of tickets that are assigned to the department.

• Overdue: Number of tickets that are assigned to the department and not closed within the stipulated time.

• All tickets: Total number of tickets that are assigned to the department (sum of open and closed tickets).
  

• Billable Time: Time spent on tickets for the department which can be charged to customers.

• Spent Time: Total time spent resolving tickets for the department.

• Materials: The total cost of materials used in tickets for the department.

• Billable Time Cost: The total charge for time listed in the 'Billable Time' column.

Download the Report

• You can download reports in PDF and CSV formats.

• Click 'Export to PDF' and/or 'Export to CSV' at the top of the table to obtain reports.

Scheduled Reports

• Allows you to schedule automatic reports and configure recipients.

• Click the icon  beside 'Scheduled Reports' to start the process. See 'Scheduled Reports' for more details.