# Ticket reports

Review ticket creation, backlog, operator actions, response times and resolution performance.

*Release 3.3 · admin, operator, supervisor*

**Reports › Tickets** · **Settings › Email › Service Levels** · **Settings › Email › Ticket Source** · **Settings › General Settings › Admin**

## 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, on request | 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

### This feature uses

- **Requires** [Email ticket handling and statuses](CHN-026.md): Ticket statuses, assignments and lifecycle actions supply performance and backlog measures.
- **Requires** [Report selection and filters](REP-001.md): Ticket reports use the reporting workspace.
- **Configured in** [Dispositions](CHAT-019.md): Recorded dispositions supply ticket category reporting.
- **Configured in** [Ticket sources and email event automation](CHN-032.md): Ticket sources supply the Source breakdown and filters.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Customer-data permission affects protected email addresses.
- **Works better with** [Incoming email and ticket replies](CHN-025.md): Incoming email adds customer-created tickets and replies to the activity available for reporting.
- **Works better with** [Email replies and support conversations](CHN-027.md): Replies and forwarding supply handling activity.
- **Related** [Reports data and metric definitions](REP-002.md): Metric definitions explain why ticket creation totals differ from handling activity.
- **Related** [Service Overview performance comparisons](REP-015.md): Service Overview adds email period comparisons alongside the historical ticket reports.
- **Related** [Service Overview dashboard](REP-016.md): Live workforce monitoring shows current ticket backlog for comparison with historical results.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): Powerfront must enable email management for the Tickets report category to be available.

## 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.