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We currently have a Ticket Report setup to record "Work Time" on tickets worked on between specific date ranges by our techs. We have encountered an issue where the "Work Time" on these tickets applies to the "assigned tech" and we have no way to creating a report that accurately shows the "Work Time" for all of the…
I posted a couple threads regarding average open times and response rates previously, saw each post received lots of views but no discussion. Is anyone using the reporting capability of Web Help Desk for reporting metrics of Key Performance Indicators (KPIs), or the fact that there's little to no discussion of WHD with…
Is there a way to check how many tickets were of a particular status on a particular day in the past? For example, what if I want to see how many tickets were in Open or Pending Status on July 1, 2018? When I run a report, it shows the tickets' CURRENT status, not the status it was at that given point in time. So I want to…
Is there an area within WHD where you can set the service call response rate, for example, Urgent calls in less than 15 minutes, serious in less than 60 minutes, etc. and pull up reports for it? Or is there someplace in WHD where this already exists? Thanks in advance for any assistance anyone can offer.
New to WHD (v5) but being asked to make some changes. Want to run reports based on time spend, based on tickets, under each asset (we asset software). Is there an easy way through front end of the reports without going into SQL?
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