Reports
The Reports menu in the component’s top bar holds six reports. All of them read your tickets as they are now; nothing is stored or scheduled, so a report is always up to date when you open it.
The Free edition has the Overall Report only. The other five are part of JS Support Ticket Pro.
How tickets are counted
Section titled “How tickets are counted”The reports sort tickets into the same few groups. They are worked out from the ticket’s status and two flags, not from custom status names:
| Group | A ticket is counted here when |
|---|---|
| New / Open | It has status New and nobody has replied yet. On the Overall Report, Open means any ticket that is not closed or merged and has not been answered. |
| Answered | A staff member has answered it and it is not New or Closed. |
| Pending | It has not been answered, is not closed, is not overdue, and has at least one reply. |
| Overdue | It has been marked overdue and is not closed. |
| Closed | Its status is Closed. |
| All Tickets | Every ticket in the date range, whatever its status. |
The groups can overlap (an overdue ticket can also be answered), so the group counts don’t always add up to All Tickets.
Overdue marking and auto-closing are done by the background jobs. If those jobs don’t run, the Overdue and Closed numbers fall behind. See Background jobs.
Date ranges
Section titled “Date ranges”- The Overall Report and Performance and SLA report show all time until you pick dates. They use plain From and To date boxes with Apply and Reset.
- The Staff, Department and User reports always show a range. When you first open one, it covers the last month up to today. Pick two dates and click Search; Reset goes back to the last month.
- The Satisfaction Report has no date range. It covers all feedback ever given.
In every report, a ticket belongs to a date range by the day it was created, not the day it was answered or closed.
Exporting
Section titled “Exporting”The report screens have no export or download button. To download ticket data as a spreadsheet, use Tickets → Export Tickets.
Reports for staff on the front end
Section titled “Reports for staff on the front end”Staff members can see staff and department reports from their front-end dashboard, if their role allows it and the links are turned on under System → Settings → Staff Menu Settings. See Front-end menu links.