A ticketing report summary provides an overview of the ticketing system's performance and activities over a specific period. It typically includes the following components:
- Total Tickets Created: The count of new tickets generated during the reporting period.
- Tickets Resolved: The number of tickets that have been successfully closed or resolved.
- Open Tickets: The current number of tickets still in progress or unresolved.
- Average Resolution Time: The average time taken to close tickets, helping to assess efficiency.
- Ticket Types/Issues: Breakdown of the types of tickets (e.g., bugs, requests, inquiries) to identify common issues.
- Customer Satisfaction: Any measurement or feedback gathered regarding user satisfaction with the ticketing process.
- Trends and Patterns: Insights into patterns, such as peak times for ticket submissions or recurring issues.