Service Desk

Reports

Six built-in support reports — volume, response and resolution times, SLA attainment, agent activity, and first-contact resolution — with grouping, date ranges, and CSV export.

The Reports tab in Service Desk answers the questions support managers actually get asked: are we keeping up, how fast do we reply, are we hitting our promises, and who is carrying the load. Six reports cover it, each with its own date range, grouping, and CSV export.

You'll find it as the Reports tab alongside Inbox, Suspended, Requesters, and Companies.

Reports read your real tickets

Nothing here needs setting up. The reports read the tickets you already have, so they start showing data as soon as Service Desk is handling requests. Reports that depend on SLA policies will look empty until you've set some up.

The six reports

Report	What it answers
Created vs Resolved	Are we keeping up? Tickets opened against tickets closed over time, with the running Backlog alongside.
First Response Time	How long does a customer wait for a first human reply? Shown as Median, P90, and Average.
Time to Resolution	How long does a ticket take to actually finish, from arrival to resolution.
SLA Attainment	What percentage of tickets met the promise you made, for tickets covered by an SLA policy.
Agent Activity	Who is doing the work — Replies sent and Tickets resolved per agent.
First Contact Resolution	How often a ticket is solved without a second round trip.

Median and P90 beat the average

On the response and resolution reports, the average is easily dragged around by one ticket that sat over a weekend. The median tells you what a typical customer experienced, and P90 tells you what your slowest tenth experienced — usually the more useful number when you're deciding whether to change staffing.

Shaping a report

Each report has the same controls above it:

From and To set the date range.
Day, Week, or Month sets how time-series data is bucketed. Use Day for a busy week, Month for a year in review.
Group by splits the data into series. Choose None, Channel, Company, Work Type, Priority, or Agent.
SLA-policied only restricts the report to tickets actually covered by an SLA policy. Leave it off to see everything.

Grouping is where these earn their keep. First Response Time grouped by Company shows which customers are waiting longest; grouped by Channel it shows whether email requests get slower answers than portal ones.

If a report shows No data for the selected period, widen the date range or clear the grouping — a narrow group can easily have no tickets in a short window.

Exporting to CSV

Every report exports. Click Export CSV and DevStride confirms:

Export queued — find the CSV in the analytics exports list.

The export is queued as a background job rather than downloaded on the spot, so a large date range doesn't tie up your browser. Collect the finished file from the analytics exports list. The CSV honours the filters you have applied — date range, bucketing, grouping, and the SLA-policied-only toggle — so what you download matches what you were looking at.

Who can see Reports

Viewing reports needs the Read report throughput permission, which ships on the Service Desk Agent role template. Anyone already using that template picks it up automatically; for a custom role, grant the permission to add the Reports tab. See Service Desk permissions.

Prioritising with customer signal

Two ticket fields feed the judgement calls these reports surface, and both are set by your team rather than the customer:

Customer Rank — where this request sits in that customer's own ordering of what they want from you.
Importance — how much it matters to them: Critical, Important, or Nice to have. Use Clear to remove the value.

Both can be set inline on a ticket or applied in bulk across a filtered set, and both are available as columns and filters when finding and filtering tickets. They record what the customer considers urgent, which is often not the same as your internal priority — keeping the two separate means you can see where they disagree.

Time-Based Ticket Automations

Act on tickets based on how long something has taken — close solved tickets automatically, escalate a ticket nobody has answered, and nudge a customer who's gone quiet — measured against your real business hours.

Overview

Templates capture a reusable tree of workstreams, work items, and sub-items so you can stamp out the same shape of work again and again — with the right owners, dates, and fields already in place.