RSTickets!Pro Report plugin

This RSTickets!Pro Report plugin is commercial and needs to be purchased separately. You can buy it by accessing Customer Area > My memberships > Active Memberships > clicking the 'Buy Extra Plugins' button of your RSTickets!Pro license. After the transaction is completed you will be able to download the plugin from Downloads > Paid Downloads > Modules & Plugins for the RSTickets!Pro license.

RSTickets!Pro offers a flexible platform that can be easily extend in terms of functionality. The Report plugin offers an statistical overview of your tickets. Proper staff management is crucial in providing a quality support system. With the Report plugin you can now view the staff member's ticket activity for example. Overall, the Report plugin incorporates a lot of parameters that can be easily configured in order to provide you an overall view of your support system.

To install this plugin please refer to the RSTickets!Pro installation tutorial. After the successful installation, the Reports plugin can be accessed from within the Components > RSTickets!Pro > Reports area.

After the plugin installation, the Reports area can be accessed by clicking on Components > RSTickets!Pro > Overview and then on Reports. A generated report example can be seen below.

 

Next, we will present all the configuration filters and report types that the Reports plugin has:

 
Report types:
  • Number of submitted tickets: the report will take into consideration the overall number of submitted tickets.
  • Ticket solving time: the ticket solving time takes into consideration the date of the first ticket reply and closing date per ticket. This report type has two additional filters - time unit (minutes,hours, days) and data category (by department or staff member).
  • Number of replies: the number of ticket replies that were required to get the ticket into closed state. This too has an additional data group filter: By department and By staff
  • Customer feedback: can generate a report based on the rating that can be provided at the end of each ticket - By department or By staff members
  • Response time: this takes into consideration the amount of time that passes since the ticket was submitted until it got the first reply. This report type has two additional filters: time unit (minutes,hours, days) and data category (by department or staff member)
  • Assigned tickets: number of tickets assigned to staff members
 
Filters:
  • Filter by time period: When generating a report you don't need to necessarily include all your tickets. You can set two calendar fields - Start date and End date. RSTickets!Pro Reports color settings
  • Filter by department: In the report, you can set what departments to be included in the generated graph.
  • Filter by staff member: check which staff members to be included in your report.
  • Filter by customer: you can monitor a certain customer activity over time.
  • Filter by priority: you can filter out tickets included in the report base by its priority.

Color coding has been added so you can tell apart the different lines. You can set color codes to each department and staff member. On the right side of the chart you will see a legend with the current color codes so that you can easily identify the data in the graph.


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