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The Helpdesk In-depth report gives you an overview of your helpdesk system and all the important metrics associated with creating and resolving tickets. This includes the number of tickets, created, resolved or reopened as well as the helpdesk average response time, resolution time and SLA metrics. Each metric can be further analyzed based on various ticket properties like source, type, priority, status, and number of responses. 


You can choose a time period or the specific date range for which the report has to be generated using the Filter option. When you filter by time period, the percentage change for each metric is calculated using the number of days in the specified time period compared with the same number of days in the previous time period. 


You can also create a schedule to automatically generate the report and have it sent to your email (learn more about scheduling reports here). You can use the Email PDF option to manually generate a PDF of the report.



These are the metrics covered in the Helpdesk In-depth report:

  1. Ticket metrics - Created tickets, Resolved tickets, Reopened tickets, Unresolved tickets
  2. Time metrics - Average first response time, Average response time, Average resolution time, Average first assign time
  3. SLA metrics - First response SLA, Resolution SLA, First contact resolution (FCR)


Note:If your helpdesk's SLA policy is associated to Business hours, then all these metrics would be calculated based on the Business hour configuration (under Admin > Team > Business Hours) only.

The Helpdesk In-depth report gives you an overview of your helpdesk and all the important metrics associated with creating and resolving tickets. This includes the number of tickets, created, resolved or reopened as well as the helpdesk average response time, resolution time and SLA metrics. Each metric can be further analysed based on various ticket properties like source, type, priority, status, and number of responses. 


You can choose a time period or the specific date range for which the report has to be generated using the Filter option. When you filter by time period, the percentage change for each metric is calculated using the number of days in the specified time period compared with the same number of days in the previous time period. 


You can also create a schedule to automatically generate the report and have it sent to your email. Learn more about scheduling reports here. You can use the Email PDF option to manually generate a PDF of the report.



Read further to know more about each metric in the Helpdesk In-depth report:

  1. Ticket metrics - Created tickets, Resolved tickets, Reopened tickets, Unresolved tickets
  2. Time metrics - Average first response time, Average response time, Average resolution time, Average first assign time
  3. SLA metrics - First response SLA, Resolution SLA, First contact resolution (FCR)


Note:If your helpdesk's SLA policy is associated to Business hours, then all these metrics would be calculated based on the Business hour configuration (under Admin > Team > Business Hours) only.