More in Depth Help Desk Reporting

I would love to be able to have more automated reporting for the help desk, many other free solutions such as Spiceworks already offer the kind of reporting I am looking for, such as being able to deliver a generate a report on a weekly or monthly basis that tells me which tickets are open for which techs, how long they have been open, the summary of the ticket and more. I can do all of this manually through the tickets by doing an advanced search and then I can put in my criteria and then export to a pdf manually, but I do this on a weekly basis so being able to have it automated and sent to the department heads would be much appreciated.

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Comments

apolloc

You can automate a lot of the reporting that you mentioned. One of the biggest thing I'm missing is "the summary of the ticket". I wish you could create a scheduled report that sends you [for the mostpart] the same view as the "My Tickets" tab. Reporting in WHD in general is a 2 out of 10, so +1 from me.

jeremy.johns

A few critical things that are missing for me:

I've created a view that shows me the ticket number, date opened, date of update, request type, request detail, and latest (2) notes.
I've played with the reports quite alot and the only thing i can manage to make is a summary chart of tickets.

I'd like a ticket by ticket inventory report that shows me at least Ticket #, date opened, date closed, request detail, and the last note on the ticket.

As it stands right now, i'm using a combination of email filters and customized views to locate the tickets I need to review. Its a fairly clanky and lengthy process to get a result that honestly, should have been implemented from the start.