Ticket reports
Review ticket creation, backlog, operator actions, response times and resolution performance.
What it is
Tickets reports show asynchronous email work. They cover new tickets, outstanding work, operator actions, responses and resolution. Different reports select either tickets created in the period or activity performed during the period.
Who uses it and why
Supervisors monitor workload and service performance. Operators with the Reports role inspect ticket detail and handling. People with the Settings role maintain ticket sources. Ask Powerfront to change email and service-level setup.
Where to find it
Open Reports › Tickets. The category is available when email management is enabled for the website.
How it works
Choose a report, dates and the filters it offers, then select Apply Filters.
| Report | Use it for |
|---|---|
| All Tickets | Detail of tickets created within the selected date range, including status, source, priority, operator and handling measures. |
| Operator Performance | Each operator's assignments, actions, responses and service performance. |
| Overall Performance | Combined operator performance over the selected period. |
| Response Performance | Tickets created in the period, grouped by response-time bands. |
| Source | New tickets created in the period, split by visible source. |
| Summary | Daily ticket lifecycle and outstanding-work counts. |
| Disposition | Tickets created in the period, grouped by category. |
| Priority | Tickets created in the period, grouped by priority. |
In performance reports, Ticket Activity By selects a whole date range, hourly or daily breakdown where available. Activity includes assignments and actions, so the same ticket can contribute repeatedly.
Performance separates resolution with and without a reply, transfers, replies sent with different statuses and spam actions. Read the unresolved work carried into a time slot alongside new assignments.
Ticket statuses include Unassigned, Open, Pending, Closed, Resolved and On Hold. Resolved and Closed are distinct statuses.
First business response time runs from the customer's email to the first operator reply. First operator response time runs from assignment to the first reply. Handling time adds the handling intervals for replies and actions; it is not the time since ticket creation.
Configure it
Powerfront can enable email management and change the policies at Settings › Email › Service Levels for you. Ask Powerfront to review targets when service-level results do not reflect your intended response policy.
With the Settings role, maintain source categories at Settings › Email › Ticket Source. Ask someone with the Settings or Manager role to review account Reports access and customer-data permission separately from email-management setup.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Email Management | Settings › General Settings › Admin | website | Off | Powerfront | Enables email and ticket management, including the ticket reporting category. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | View ticket reports when email management is enabled for the website. |
| Can view Customer PII and Conversation Data | View protected email addresses in applicable ticket report views. |
Limits and good to know
- A ticket created before the range can contribute handling activity during it but be absent from All Tickets for that range.
- Reopening or repeatedly resolving a ticket can create several actions. Action totals are not unique ticket totals.
- Response Performance counts tickets within response-time bands; it does not count each reply as a separate ticket.
- Current backlog in live monitoring can differ from historical figures because of reporting freshness and different selection rules.
- Protected email addresses can be masked in ticket detail when customer-data permission is absent.
Depends on and works with
+3 more · this feature uses
- Service Overview performance comparisonsRelated
Service Overview adds email period comparisons alongside the historical ticket reports.
- Service Overview dashboardRelated
Live workforce monitoring shows current ticket backlog for comparison with historical results.
- Customer identity and conversation visibility permissionsConfigured by
Customer-data permission affects protected email addresses.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
Powerfront must enable email management for the Tickets report category to be available.
- DispositionsConfigured by
Recorded dispositions supply ticket category reporting.
- Incoming email and ticket repliesEnhances
Incoming email adds customer-created tickets and replies to the activity available for reporting.
- Email ticket handling and statusesRequires
Ticket statuses, assignments and lifecycle actions supply performance and backlog measures.
- Email replies and support conversationsEnhances
Replies and forwarding supply handling activity.
- Ticket sources and email event automationConfigured by
Ticket sources supply the Source breakdown and filters.
- Report selection and filtersRequires
Ticket reports use the reporting workspace.
- Reports data and metric definitionsRelated
Metric definitions explain why ticket creation totals differ from handling activity.
- Service Overview performance comparisonsRelated
Service Overview adds email period comparisons alongside the historical ticket reports.
- Service Overview dashboardRelated
Live workforce monitoring shows current ticket backlog for comparison with historical results.
- Customer identity and conversation visibility permissionsConfigured by
Customer-data permission affects protected email addresses.
FAQ and troubleshooting
Why is an operator's resolved ticket absent from All Tickets?
All Tickets selects tickets by creation date. Expand the range to include when it was created.
Why are there more actions than tickets?
A ticket can be assigned, replied to, transferred, reopened or resolved more than once.
Why does handling time differ from ticket age?
Handling time adds recorded operator work intervals. Ticket age also includes time between those intervals.
Why do resolved and closed counts differ?
They represent separate lifecycle statuses and actions. Use the ticket detail to check its current status and history.
Why is the Tickets category missing?
Check that you selected the correct website and have the Reports role. Powerfront can check whether email management is enabled.