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

Users Reports

Click 'Admin Panel' > 'Reports' > 'Users'

• ‘Users’ are the people who submit support requests to your team. The users report provides info on tickets created by / on behalf of registered and guest users.

• The report includes details about time spent on the user’s tickets, billable time, material costs, and more.

• You can generate a report for all users or for a single user. Reports can be exported to PDF and CSV formats.

Create a user report

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

• Click 'Reports' > 'Users'

• 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.

• User: Choose the user on whom you want to generate a report. If no user is selected then the report covers all users.

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

Click the 'User' column header to sort the items in ascending or descending order.

• User: The name of the registered or guest user.

• Open: Number of tickets created by the user and yet to be resolved.

• Overdue: Number of tickets created by/for the user that have not been closed within the stipulated time.

• Closed: Number of tickets that are created by/for the user and closed by the assigned staff member.

• Assigned: Total number of tickets created by/for the user that are assigned to a staff member.

• Paused: Number of tickets that are paused temporarily by the assigned staff member.

• All tickets: Total number of tickets that were created by/for the user (sum of open and closed tickets).
  

• Billable Time: Time spent on tickets for the selected users which can be charged to the customer.

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

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

• 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 schedule a report and configure recipients. See 'Scheduled Reports' for more details.