Comodo One

• 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 Report
    • 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

Service Types Reports

Click 'Admin Panel' > 'Reports' > 'Service Types'

• A ‘service type’ is the mode of support provided in the ticket. This can be ‘remote’, ‘telephone’ or ‘onsite’.

• The service type report shows the number of sessions which involved each type, the total time spent, billable time, and so on.

• This can help you see which service types are in most demand and where support infrastructure could be strengthened.

• You can generate a report for all service types or a single service type. Reports can be exported to PDF and CSV formats.

Create a service type report

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

• Click 'Reports' > 'Service Types'
  

• 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.

• Contract: Choose the service type for which the report has to be generated.

• Click the 'Go!' button to generate the report for the selected period and service type(s).

• If a service type is not selected, then the full report for all service types will be generated for the time period and displayed.

Click 'Service Type' column header to sort items in ascending/descending order.

• Service types: The name of the service type .Possible values are:

• Remote

• Onsite

• Telephone

• Threads: The total number of service sessions involving the service type within the report period.

• Tickets: The total number of attended tickets involving the service type within the report period.

• Total Time Spent: The total time spent on the service type.

• Billable Time : The net chargeable time spent on the service type excluding the pre-paid hours defined in the service contracts bound to the customers.

• Billable Time Cost: The total charge calculated for the billable time, based on the hourly rates defined in the contracts and charging plans associated with them.

• Asset Types (Server, Workstation etc.): A breakup of time spent providing the type of service on different asset types within the report period.

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

• Click the icon  beside 'Scheduled Reports' to schedule a report and configure recipients. See 'Scheduled Reports' for more details.