Ticket Reports
The Ticket Reports page summarizes ticket volume, response and resolution times, SLA compliance, and per-agent and per-client breakdowns for a chosen time period.
Overview
This report lets you:
- See headline metrics for total tickets (with currently-open count) and SLA compliance
- Track average first-response and resolution times, with change vs. the previous period
- Monitor first-response SLA compliance
- Break tickets down by priority and by status
- Compare agent performance (assigned, resolved, resolution rate, average resolution time)
- Review ticket volume and response times by client
Navigate to Reports → Tickets
Go to Reports in the left sidebar, then select Tickets (/reports/tickets). The Reports section requires the reports.read permission.
Choosing a time period
A period selector at the top right controls the entire report. All metrics, breakdowns, and period-over-period changes recalculate when you change it.
| Option | Range |
|---|---|
| Last 7 days | Trailing 7 days |
| Last 30 days | Trailing 30 days (default) |
| Last 90 days | Trailing 90 days |
| Last 12 months | Trailing 12 months |
Exporting and saving
Two buttons sit next to the period selector:
- Export downloads the report for the selected period as a CSV file named
tickets-report-<date>.csv. The file contains a summary table (totals, response/resolution times, SLA compliance), followed by sectioned tables for tickets by status, by priority, and by agent. - Save stores the current report and period as a reusable saved report that you and your teammates can re-run later.
Exporting requires the reports.export permission; saving requires reports.create.
Headline metrics
Four summary cards appear at the top of the report. Each card showing a change percentage compares the current period against the immediately preceding period of the same length.
| Metric | What it shows |
|---|---|
| Total Tickets | Tickets created in the period, with a sub-line for how many are currently open |
| Avg Response Time | Average time from ticket creation to first response, in hours |
| Avg Resolution Time | Average time from creation to resolution, in hours |
| SLA Compliance | Percentage of responded tickets that met the first-response target |
Notes on how these are calculated:
- Open tickets are counted from the ticket's status, specifically statuses that are not marked as closed.
- Avg Response Time only includes tickets that have a recorded first response.
- Avg Resolution Time only includes tickets resolved within the period.
- SLA Compliance measures first response only. A responded ticket counts as compliant when its first response landed within a fixed 4-hour target. If no tickets were responded to in the period, compliance shows as 100%. The card turns green at 90% or higher.
Tickets by Priority
A breakdown of tickets created in the period across the four priority levels, each with a count and percentage of the total.
| Priority |
|---|
| CRITICAL |
| HIGH |
| MEDIUM |
| LOW |
Tickets by Status
A breakdown of tickets created in the period grouped by their current status, sorted from most to fewest. Status names come from your organization's configured ticket statuses, so the exact labels depend on your setup.
Agent Performance
A table comparing technicians on their ticket workload and resolution metrics for the period. Agents are sorted by tickets resolved, and the list is limited to the top 10.
| Column | Description |
|---|---|
| Agent | Technician name (falls back to email if no name is set) |
| Assigned | Tickets created in the period that are assigned to the agent |
| Resolved | Tickets resolved by the agent in the period |
| Resolution Rate | Resolved divided by assigned, shown as a badge (green at 90% or higher) |
| Avg Resolution Time | Average creation-to-resolution time for that agent's resolved tickets, in hours |
Tickets by Client
A table of ticket activity broken down by client for the period, sorted by total tickets (top clients first). The list is limited to 10 clients.
| Column | Description |
|---|---|
| Client | Client name |
| Total Tickets | Tickets created in the period for that client |
| Open | Tickets for that client whose status is not closed (highlighted when above zero) |
| Avg Response Time | Average first-response time for that client's tickets, in hours |
Tips
- Compare the current period against shorter and longer windows to tell a one-off spike from a sustained trend.
- A rising Avg Response Time alongside falling SLA Compliance is a signal to revisit triage and assignment.
- Use Tickets by Client to spot accounts driving disproportionate volume when planning capacity or contract reviews.