documentation/content/applications/services/helpdesk/overview/reports.md

substitutions
SLA SLAs {abbr}`SLA (Service Level Agreement)` {abbr}`SLAs (Service Level Agreements)`

Reporting

Reports in Odoo Helpdesk provide the opportunity to manage employee workloads, identify areas for improvement, and confirm if customer expectations are being met.

Available reports

Details about the reports available in Odoo Helpdesk can be found below. To view the different reports, go to {menuselection}Helpdesk app --> Reporting, and select one of the following: {guilabel}Tickets Analysis, {guilabel}SLA Status Analysis, or {guilabel}Customer Ratings.

Tickets Analysis

The Tickets Analysis report ({menuselection}Helpdesk app --> Reporting --> Tickets Analysis) provides an overview of every customer support ticket in the database.

This report is useful for identifying where teams are spending the most time, and helps determine if there is an uneven workload distribution among the support staff. The default report counts the number of tickets per team and groups them by stage.

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:alt: View of Ticket Analysis report default view.

Alternative measures can be selected to track where the most time is spent at different points in the workflow. To change the measures used for the report that is currently displayed, or to add more, click the {guilabel}Measures button, and select one or more options from the drop-down menu:

• {guilabel}Average Hours to Respond: average number of working hours between a message sent from the customer and the response from the support team. This does not include messages sent when the ticket was in a folded stage.
• {guilabel}Hours Open: number of hours between the date the ticket was created and the closed date. If there is no closed date on the ticket, the current date is used. This measure is not specific to working hours.
• {guilabel}Hours Spent: number of Timesheet hours logged on a ticket. This measure is only available if Timesheets are enabled on a team, and the current user has the access rights to view them.
• {guilabel}Hours to Assign: number of working hours between the date the ticket was created and when it was assigned to a team member.
• {guilabel}Hours to Close: number of working hours between the date the ticket was created and the date it was closed.
• {guilabel}Hours to First Response: number of working hours between the date the ticket was received and the date on which the first message was sent. This does not include email sent automatically when a ticket reaches a stage.
• {guilabel}Hours until SLA Deadline: number of working hours remaining to reach the last {{ SLA }} deadline on a ticket.
• {guilabel}Rating (/5): number out of five to represent customer feedback (Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5).
• {guilabel}Remaining Hours on SO: hours remaining on a linked sales order.
• {guilabel}Count: number of tickets in total.

:::{note} Working hours are calculated based on the default working calendar. To view or change the working calendar, go to the {menuselection}Settings application and select {menuselection}Employees --> Company Working Hours. :::

SLA Status Analysis

The SLA Status Analysis report ({menuselection}Helpdesk app --> Reporting --> SLA Status Analysis) {ref}analyzes the performance <helpdesk/analyze-sla-performance> of individual SLA (Service Level Agreement) policies.

By default, this report is filtered to show the number of {{ SLAs }} failed, in progress, and the number that have been successful. The results are grouped by teams.

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:alt: View of Group by options of Ticket Analysis report.

To change the measures used for the report that is currently displayed, or to add more, click the {guilabel}Measures button, and select one or more options from the drop-down menu:

• {guilabel}Number of SLA Failed: number of tickets that have failed at least one {{ SLA }}.
• {guilabel}Rating (/5): number value representing customer feedback (Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5).
• {guilabel}Remaining Hours on SO: hours remaining on a linked sales order.
• {guilabel}Working Hours to Assign: number of working hours between the date the ticket was created and when it was assigned to a team member.
• {guilabel}Working Hours to Close: number of working hours between the date the ticket was created and the date it was closed.
• {guilabel}Working Hours to Reach SLA: number of working hours between the date the ticket was created and the date the {{ SLA }} was satisfied.
• {guilabel}Count: number of tickets in total.

:::{seealso} {doc}Service Level Agreements (SLA) <sla> :::

Customer Ratings

The Customer Ratings report ({menuselection}Helpdesk app--> Reporting --> Customer Ratings) displays an overview of the ratings received on individual support tickets, as well as any additional comments submitted with the rating.

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:alt: View of the Kanban display in the Customer Ratings report.

Click on an individual rating to see additional details about the rating submitted by the customer, including a link to the original ticket.

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:alt: View of the details of an individual customer rating.

:::{tip} On the rating's details page, tick the {guilabel}Visible Internally Only checkbox to hide the rating from the customer portal. :::

The Customer Ratings report is displayed in a Kanban view by default, but can also be displayed in graph, list, or pivot view.

:::{seealso} {doc}Ratings <ratings> :::

View and filter options

On any Odoo report, the view and filter options vary, depending on what data is being analyzed, measured, and grouped. See below for additional information on the available views for the Helpdesk reports.

:::{note} Only one measure may be selected at a time for graphs, but pivot tables can include multiple measures. :::

Pivot view

The pivot view presents data in an interactive manner. All three Helpdesk reports are available in pivot view.

The pivot view can be accessed on any report by selecting the {icon}oi-view-pivot {guilabel}(pivot) icon at the top-right of the screen.

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:alt: View of the SLA status analysis report in Odoo Helpdesk.

To add a group to a row or column to the pivot view, click the {icon}fa-plus-square {guilabel}(plus) icon next to {guilabel}Total, and then select one of the groups. To remove one, click the {icon}fa-minus-square-o {guilabel}(minus) icon, and de-select the appropriate option.

Graph view

The graph view presents data in either a bar, line, or pie chart.

Switch to the graph view by selecting the {icon}fa-area-chart {guilabel}(area chart) icon at the top-right of the screen. To switch between the different charts, select the related icon at the top-left of the chart, while in graph view.

.. tabs::

   .. tab:: Bar chart

      .. image:: reports/bar-chart.png
         :align: center
         :alt: View of the SLA status analysis report in bar view.

   .. tab:: Line chart

      .. image:: reports/line-chart.png
         :align: center
         :alt: View of the Customer Ratings report in line view.

   .. tab:: Pie chart

      .. image:: reports/pie-chart.png
         :align: center
         :alt: View of the Ticket analysis report in pie chart view.

:::{tip} Both the bar chart and line chart can utilize the stacked view option. This presents two or more groups of data on top of each other, instead of next to each other, making it easier to compare data. While viewing either a bar chart or line chart, click the {icon}fa-database {guilabel}(stacked) icon to toggle the stacked view option on or off. :::

Save and share a favorite search

The Favorites feature found on Helpdesk reports allows users to save their most commonly used filters, without having to reconstruct them every time they are needed.

To create and save a new Favorites configuration on a report, follow the steps below:

1. Set the necessary parameters using the {guilabel}Filters, {guilabel}Group By and {guilabel}Measures options.
2. Click the {icon}fa-caret-down {guilabel}(down) icon next to the {guilabel}Search... bar to open the drop-down menu.
3. Under the {guilabel}Favorites heading, click {guilabel}Save current search.
4. If desired, enter a new name for the report.
5. Tick the {guilabel}Default Filter checkbox to have these filter settings automatically displayed when the report is opened. Otherwise, leave it blank.
6. Tick the {guilabel}Shared checkbox to make this filter configuration available to all other database users. If this checkbox is not ticked, only the user who creates the filter can access it.
7. Click {guilabel}Save to preserve the configuration for future use.

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:alt: View of the save favorites option in Odoo Helpdesk.

:::{seealso}

• {doc}Start receiving tickets <receiving_tickets>
• {doc}Odoo reporting <../../../essentials/reporting> :::