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Ticket response metrics

Can you run a report against the help desk that shows average ticket response times, how many tix are handled by what techs, etc.?

I found a way to run a report with diff fields available, and it lists out all tix within what looks like the past 2 yrs only. I was hoping to find some better info on who gets the most tix and how fast we respond to them. 

Any help is much appreciated.


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Answers (6)

Posted by: Hobbsy 1 month ago
Red Belt
0

The issue with your seemingly simple request is that a “response” is not defined at all within the KACE Servicedesk.

So first you need to decide what merits a response, then you need to decide how that action will be captured, then you need to be able to report on it.

Posted by: stogiefan 1 month ago
Senior White Belt
0

I guess status change. From new to any other status.

Posted by: kook04 2 weeks ago
White Belt
0

I can't offer guidance about setting it up, but we use a PowerBI dashboard to track ticket metrics. We look closely at "Time to open" (time between ticket creation and change of status from new to open), "time to close", and number of tickets by technician.


Comments:
  • Any way you could post your power bi template? - barchetta 2 weeks ago
Posted by: stogiefan 1 week ago
Senior White Belt
0

I will have to look into PowerBI. Not sure how I would get the info from Kace to there.

Posted by: kook04 1 week ago
White Belt
0

I found this: https://www.itninja.com/blog/view/power-bi-desktop-setup-for-visual-kace-reports

Posted by: stogiefan 1 week ago
Senior White Belt
0

Awesome! Thank you!

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