New! Ticket Reports Have Arrived

We’ve expanded the new LibraryH3lp Analytics Reports page to include ticket reporting!

If you’ve already explored the recently upgraded chat reports, the ticket reports will feel familiar. You get the same interactive charts, flexible analysis controls, customizable visualizations, sortable tables, totals, and download options—but with filters and groupings designed specifically for our new tickets module.

Start with a built-in ticket report

You’ll find several new built-in reports under the Tickets section of the Analytics Reports sidebar:

• Tickets per day
• Tickets per month
• Tickets per queue
• Tickets per staff

Tickets per Day and Tickets per Month make it easy to compare when tickets are opened and closed, while the queue and staff reports help show how ticket activity is distributed across your service.

As with the chat reports, each built-in report is just a starting point. Click Report Settings and you can customize the report using Filter, Analyze, and Visualize controls.

Include opened tickets, closed tickets, or both

Ticket reporting introduces an important concept that doesn’t have an equivalent in chat reporting: ticket events.

You can report on:

• tickets that were opened during the selected date range
• tickets that were closed during the selected date range
• both opened and closed tickets

When both events are selected, charts can show them separately so you can compare ticket creation and closure activity over time.

For example, the Tickets per Day report shows opened and closed tickets across the days of the week, while Tickets per Month lets you compare the same activity by month.

For the closed event, only the final closed event is counted because, during its lifetime, a ticket may be closed and re-opened several times.

Filter by the current state of your tickets

In addition to choosing when a ticket was opened or closed, you can filter the results by the ticket’s current state.

Ticket filters include:

• Date range
• Ticket events
• Current ticket status
• Current queue
• Current assigned staff
• Current tags

Queue and staff filters can also use your existing folder organization, which is especially handy for larger services that organize departments, teams, or branches into folders.

Staff filtering includes "Unassigned", making it easy to find tickets that currently have no staff member assigned.

Tag filtering lets you focus reports on tickets carrying any of the selected tags.

Analyze ticket activity your way

The Analyze section controls what the report measures and how results are grouped.

Ticket reports currently measure ticket counts, which you can group by:

• Day of week
• Hour
• Month
• Year
• Queue
• Staff

You can combine groupings to answer more specific questions.

Want to see ticket volume by month and queue? Compare activity by day of week and staff member? Look at how opened tickets are distributed across queues? The Custom Report gives you room to build those views without being limited to the built-in presets.

Bar, line, and pie charts

Ticket reports support the same charting tools introduced with the new chat reports, including bar, line, and pie charts where appropriate.

Hover over chart data to inspect individual values. When a report contains multiple series, you can use the legend to temporarily hide or restore individual series.

The table beneath the chart provides another view of the same data, including useful row and grand totals.

Tables, totals, and downloads

Ticket report tables include the same improved table features available for chat reports, including sortable columns and more consistent totals.

Downloads are available too:

• Download the chart as an image
• Download the formatted table as CSV
• Download the underlying raw report data as CSV

The table-data download reflects what you see in the report, including labels, zero values, organization, and totals, while the raw-data option gives you the underlying results for your own analysis.

Updates to Open Tickets at a Glance

The "Open Tickets at a Glance" tab in the ticket management area is a great way to see what's happening now with your open tickets. These metrics remain unchanged from when we initially launched the Tickets module, but we have added the ability to download the charts as PNG image files and the underlying data in CSV format.

One of our favorite things about Tickets at a Glance is navigation directly to the actual tickets represented in a chart.  In the chart pictured, selecting "Unclaimed" takes us directly to those 5 tickets, and we can note the active search has changed accordingly.  

Explore!

Our goal with the new ticket reports is the same as with the redesigned chat reports: provide a useful set of built-in reports while giving you much more room to explore your own data.

Start with Tickets per Day, Tickets per Month, Tickets per Queue, or Tickets per Staff, then open Report Settings and experiment.

Or jump straight into Custom Report and build something from scratch.

We hope the new ticket reports help you get a clearer picture of how ticket activity moves through your service—and make it easier to answer the questions that matter to you.