Help desk reporting.
See what needs your team.
Turn ticket activity into a clearer view of your support operation. Troublesheet brings ticket volume, response times, resolution, service targets, and customer satisfaction into one reporting workspace.
Explore reporting in the demo Open Reports in the demo menu. Sample data. No account required.Ten built-in help desk performance metrics.
Start with the questions you need to answer. Are more requests arriving? Which work is still unresolved? Are people getting a response within your team’s targets?
Demand and progress
- Tickets received
- Resolved / closed
- Unresolved
- Resolution rate
Response and delivery
- Average first response
- Average resolution
- Response target met
- Resolution target met
Follow-through and feedback
- Overdue follow-ups
- Customer satisfaction, out of five
Each metric includes its definition or sample count. No eligible data appears as a dash, so missing responses or ratings are not mistaken for zero performance. Read the formulas, examples, and interpretation guide.
Review performance by technician with the context intact.
The By technician view groups matching tickets by their current owner, including unassigned work. Compare ticket counts, unresolved requests, response and resolution times, target percentages, and satisfaction. Select an owner to focus the report on their tickets.
Use the view to spot uneven workloads and start a useful team conversation. A ticket’s current owner may not be the person who first replied or delivered the fix. Troublesheet reports current ownership, so these numbers should not be read as a historical ranking of individual contributions.
Go from the summary to the individual support ticket.
The Tickets view shows subject, status, priority, owner, first-response time, resolution time, and follow-up date. Filter to unresolved, resolved / closed, or overdue follow-ups, then open an accessible ticket to review the conversation and next step.
Reporting requires reporting permission. Summary metrics cover matching tickets across the organization; detail rows and ticket links follow the viewer’s ticket access. Exports also require export permission.
Choose your dates. Focus the review. Export the result.
Use the last 7, 30, or 90 days, or choose a custom period of up to 366 days. Narrow the result by current owner and priority. The Overview includes ticket-intake counts over time and a breakdown of current statuses.
Export the summary and technician results to CSV for a team review. The ticket export contains the current page of up to 25 accessible tickets, with the dates and filters recorded in the file. Refresh the report after making changes to see updated results.
Start with your queue. Find your next improvement.
Try Reports with sample tickets, or explore the ticket management and team features behind the numbers. Reporting is available in the pilot; paid subscriptions are not open yet.
Try the interactive demo