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Ticket Report

 

Click 'Admin Panel' > 'Reports' > 'Tickets'

  • The tickets report provides comprehensive information on all ticket activity for the selected period.
  • Information includes ticket ID, the date and time of ticket creation, user's name and email address and the staff member assigned to the ticket.
  • Reports can be exported to PDF and CSV formats.

 

Tip: You can also view Service Desk logs in the Comodo Dragon portal.

  • Click 'Management' at the top of the portal interface and select 'Audit Logs'

For more help with this, see the online help pagehttps://help.comodo.com/topic-457-1-981-14329-View-Audit-Logs.html.


    Create a tickets report

    • Open the admin panel (See the last link on the left)
    • Click 'Reports' > 'Tickets'




      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.
      • User email: Include tickets created by a specific user. Select the user's email address.
      • Source: Filter the report by channel by which tickets are received.
      • Status: Include only tickets with a selected state.
      • Asset: Include tickets created for a specific item type.
      • Agent: Include only tickets assigned to a specific staff/agent.
      • Priority: Include only tickets of a certain criticality level.
      • Overdue: Include only tickets that are marked overdue.
      • Department: Include only tickets assigned to a certain department.
      • SLA: Include only tickets assigned with a specific service level agreement plan.
      • Customer: Include only tickets created by users belonging to a specific company.
      • Issue Summary: Include only tickets containing a specific brief description of the issue and enter the issue summary in part or full.
      • Category: Include only tickets that fall under a specific help topic.
        • Click the 'Go!' button to generate the report. If no filters are selected then the report covers all ticket activities.
          • Number: The identification number (ID) of the ticket.
          • Issue Summary: A brief description of the issue.
          • In many cases, the issue summary will have been specified by the user or staff member who created the ticket.
          • The issue summary of tickets that were created by another CD module like EM will include the condition that generated the ticket.
          • Status: Whether the ticket is open, paused or closed.
          • Source: How the ticket was added. The possible values are phone, email, support portal and other.
          • User: The name of the user with email ID, who created the ticket or on behalf of whom, the ticket was created by a staff member.
          • Agent: The name of the staff member to whom the ticket is assigned.
          • Overdue: Indicates whether the ticket is open beyond the stipulated closing time.
          • Asset: The type of item that the ticket concerns. For example, 'Workstation', 'Server', 'Printer', 'Mobile'.
          • Priority: Criticality of the ticket.
          • Customer: The company to which the user belongs.
          • Dept: The name of the department to which ticket was assigned.
          • SLA: The service level agreement plan selected for the ticket.
          • Created: The date and time the ticket was submitted.
          • Closed: The date and time the ticket was closed.
          • Billable Time: The time spent on resolving the issues(s) mentioned in the ticket by staff member, that is chargeable.
          • Spent Time: Actual time spent by staff for resolving the ticket.
          • Materials: Total cost of billable items and expenses which were used while resolving the ticket.
          • Billable Time Cost: The charge calculated for the billable time, as per the service contract associated with the customer.
          • Category: The help topic on which the user requested support.
          Download the Report
          • Click 'Export to PDF' or 'Export to CSV' to generate the report

          You have the option to include custom fields, if any, for a ticket report.

          • Click 'Export to CSV'


             
          • Export this page - The report file includes only the tickets in the current page
          • Export all pages - The report file includes all tickets in the report
          • Export this page with custom columns - The report file includes only tickets in the current page with custom fields, if any. See 'Forms' and 'Custom Lists' for info about adding custom fields
          • Export all pages with custom columns - The report file includes all tickets in the report, with custom fields, if any. See 'Forms' and 'Custom Lists' for info about adding custom fields
           

          Scheduled Reports

          • Click the icon  beside 'Scheduled Reports' to configure automatic reports and add recipients. See 'Scheduled Reports' for more details.