Accessing Helpdesk Reports

TABLE OF CONTENTS

• How to access Helpdesk Reports
• Types of Reports
• Downloading Reports

Introduction

This article helps Keka administrators navigate and utilize the Helpdesk Reports feature. You'll learn how to reach the reports section, understand the variety of report types available, and download them efficiently. These insights are essential for tracking ticket volume, response times, and overall helpdesk performance.

Steps to Access Helpdesk Reports

1. Go to the Org tab in the left navigation panel.

2. Click on Helpdesk.

3. Under Helpdesk, select the Reports tab.

Types of Available Reports

Below is an overview of the reports you can generate and what each one covers:

• All Tickets
  Lists every ticket—both active and closed—within a selected date range.

• Closed Tickets
  Shows tickets that have been resolved, filtered by the date range you specify.

• Ticket Aggregates by Category
  Breaks down tickets by category status (open vs. closed) to highlight how issues are grouped.

• Ticket Aggregates by Assignee
  Displays counts of open and closed tickets handled by each assignee.

• Monthly Trends of Tickets Created
  Visualizes ticket volume trends by month.

• Average First Response Time by Category
  Reveals how quickly teams respond to new tickets per category.

• Average Resolution Time by Category
  Shows how long it takes, on average, to resolve tickets in each category.

• On Hold Stats by Category
  Indicates average wait times when tickets are placed ‘on hold’, broken down by category.

Downloading Reports

1. To fetch a report, simply click on the report name.

2. On the download screen:

   • Select a date range for time-sensitive reports.

   • Click Run to generate the report.

3. For other report types:

   • You may simply hit the Download icon to save the data immediately.