61 lines
2.2 KiB
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61 lines
2.2 KiB
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============================
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Reports for a Better Support
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============================
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An efficient customer service solution should have a built-in reporting option. Reports allow you to
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track trends, identify areas for improvement, manage employees’ workloads and, most importantly,
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meet your customer’s expectations.
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Cases
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~~~~~
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Some examples of the reports Odoo Helpdesk can generate include:
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- The number of tickets *grouped by* team and ticket type.
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| In this manner, you are able to evaluate which ticket types have been the most frequent ones,
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plus the workload of your teams.
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| Apply *Time Ranges* if you would like to make comparisons to a *Previous Period* or a *Previous
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Year*.
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.. image:: media/report_team_ticket_type.png
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:align: center
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:alt: View of a helpdesk ticket analysis by team and ticket type in Odoo Helpdesk
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- The number of tickets closed per day, per team.
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Get an overview of how many requests each team is closing per day in order to measure their
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performance. Identify productivity levels to understand how many requests they are able to handle.
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.. image:: media/report_close_date_team.png
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:align: center
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:alt: View of a helpdesk ticket analysis by team and close date in Odoo Helpdesk
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.. tip::
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Filter it by *Assignee* to see Key Performance Indicators (KPI) per agent.
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- The number of hours tickets are taking to be solved, grouped by team and ticket type.
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Check if your expectations are met by *measuring* the *Time to close (hours)*. Your
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customers not only expect fast responses but they also want their issues to be handled quickly.
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.. image:: media/report_time_to_close.png
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:align: center
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:alt: View of helpdesk ticket analysis of the hours to close by ticket type and team in
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Odoo Helpdesk
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Save filters
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~~~~~~~~~~~~
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Save the filters you use the most and avoid having to reconstruct them every time they are
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needed. To do so, set the groups, filters, and measures needed. Then, go to *Favorites*.
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.. image:: media/favorites.png
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:align: center
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:alt: View of helpdesk ticket analysis emphasizing the option to add a filter as a favorite one
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in Odoo Helpdesk
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.. seealso::
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- :doc:`receiving_tickets`
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- :doc:`sla`
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