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A reporter has access to the Incident and Reporter menu panels. The is a valuable tool to view how
your business team members are performing. The Reporter can view the following statistics:
Percentages of helpdesk tickets assigned to queues.
Percentages of helpdesk tickets assigned to technicians.
Average time it takes to close helpdesk tickets from different queues.
Average time it takes technicians to close a helpdesk ticket.
The Knowledge Base is where Technicians have access to search all Helpdesk tickets by the incident
description, queue, and date. This enables technicians to search for solutions to similar problems.
This is an invaluable time-saving feature for IT staff.
Helpdesk Status Board
Figure 2-2
2.3.1 Customizing a Search
In the Custom section, you can search by user, tech assigned to Helpdesk ticket, queue level, and
status of Helpdesk ticket.
1 In the User field of the Incident Report page, you can specify the username of the individual
who submitted the desired Helpdesk ticket.
Administration
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