Overall Report

Reports → Overall Report (also the Reports quick link at the top of every screen) opens Overall Statistics: a summary of every ticket in the help desk, or of the tickets created in a period you choose.

The Overall Statistics screen: From and To date boxes with Apply and Reset, five rings for Open, Answered, Overdue, Closed and All Tickets, and the Tickets By Status bar chart.

Choosing a period

Pick a From date, a To date or both, then click Apply. The line under the boxes changes from “Showing all time. Pick dates to narrow it down.” to “Showing tickets created in this period.” Both dates are included. Reset goes back to all time.

The period always filters by the day a ticket was created. A ticket opened last month and closed today counts in last month.

The rings

The five rings at the top show each group as a share of All Tickets. The number in brackets is the count; it is hidden when Show count on my tickets is set to No under General Settings.

Ring	Counts the tickets that
Open	are not closed or merged and have not been answered
Answered	have the status Answered
Overdue	are marked overdue and are not closed
Closed	have the status Closed
All Tickets	were created in the period

The charts

Chart	What it shows
Tickets By Status	Bars for New (the same tickets as the Open ring), Answered, Closed, Pending and Overdue. Pending is every ticket that is not answered or closed and has had at least one reply.
Tickets By Departments	A pie of tickets per department.
Tickets By Priorities	A pie of tickets per priority, in each priority’s own colour.
Tickets By Priority And Status	One bar each for Overdue, Pending, Answered and New, split by priority. Here Pending leaves out overdue tickets. If no ticket falls in any of these, the card says “No priority status data available”.
Tickets By Channel	Tickets and replies, each split into Direct (made on the website or in the administrator) and Email (made by email, see Tickets → Email Tickets). Replies count by the day the reply was written.
Tickets By Staff	A pie of tickets per staff member, by who the ticket is assigned to. Unassigned tickets are not in it. With no assigned tickets the card says “No staff ticket data available”.

The lower half of Overall Statistics: Tickets By Departments and Tickets By Priorities pies, Tickets By Priority And Status, Tickets By Channel, and Tickets By Staff with Jordan Lee and Nina Patel.

The charts are drawn by the component itself, in your browser. Nothing is sent to an outside service.