Using Analytics, save time drafting reports from scratch to get a complete overview of your service desk performance.
You can open your Analytics module by clicking on Analytics from the navigation bar to the left.
Using Analytics Basic, you can use run-time filters on curated reports and export them as CSV files. We have multiple curated reports for you to choose from as follows:
Helpdesk at a Glance
Helpdesk Load Analysis
Service Request Reports
SLA Violations Overview
Editing a Widget
Every widget is a high level, visual representation of your service desk metrics. But, if you want to drill deeper, you can edit the widget. Click the Viewing Menu, and select Editing to switch to Edit mode.
Filtering Data from a Widget
Let’s say you have a widget which shows you the total number of tickets grouped by priority. If you want to view the data for tickets from the last 30 days,
Open the widget in which you want to create filters.
Now enter the parameters by which you want to filter. For example, type Created date in the last 30 days.
Click on Apply to view the updated widget.
You can also view the data used to render the widget by hitting the View Underlying Data.
In Analytics Basic, you cannot create new reports or save edits to the curated reports.
In most cases, you might want to export reports to other reporting applications or to save a report offline. Click on Export to email your curated reports as a CSV file. You can export both the graph data and the tabular data.
What can you get in Analytics Pro?
Curated Reports and Custom Reports
Run time only
Filters with Save
Curated Reports only
Group By Feature
Want to know what more you can get with Pro? Find out here!