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Service Desk - Admin Guide

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Service Desk Admin Panel > Generate Reports
  • 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

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.
    See 'Scheduled Report' for help to schedule reports.

    Tip: You can generate cost reports for customers and contract reports from 'Admin Panel' > 'Finance' > 'Cost'. See Generate Cost Reports for help to do this.

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