Good Kace help desk ticketing reports
Funny. I was just about to post on this,, and if not responses I will.. Since kace refuses to include a single useful report for ticketing.. could we PLEASE get some posted so I (we) dont have to reinvent. Anything remotely representing ITIL would be wonderful.
KPIs id love to have that kace does not keep in the db:
Average Resolution Time
Actual Resolution Time per ticket
First Response Time
First Contact Resolution Rate
Tickets Logged Per Day Compared to tickets Closed Per Day
Repeat Visits (ticket reopening's)
Looking for a source on:
External, Industry Benchmarks
And here one kace should be embarrassed by that can only be solved by kace in 12.0
Number of times a KB inhibited a ticket creation.
Whilst ITNinja is a great place to share you have to bear in mind that some of us have to make a living out of KACE (not always helped by Quest) so to publish a whole bunch of reports on here is giving away stuff that would otherwise feed my family ;o)
However…. I would say that typically every customer wants something different from a report and some of the KPI’s wanted require the SMA to be configured specifically to enable you to capture and measure those metrics.
Engaging a KACE consultant, typically means that we are able to achieve deliverables, such as reports, much quicker than trying to work it out yourself. This is particularly the case if you requirement is specific to your organisation.
Personally I started a decade ago with KACE by using the wizards to build standard reports. For example
- Tickets logged today, this week, this month
-Tickets closed today, this week, this month
- Tickets open, sorted by log date, analyst, queue etc
It is also worth noting that engaging with a KACE consultant may mean that they have seen the requirements before, with other customers so therefore are not “reinventing the wheel” and again you get what you need quicker than doing it yourself.
Reach out let’s set up a call and discuss….