What this post is about
- Learn what your help desk reporting does
- And how to make performance analysis accessible in Zammad
- Use individual report profiles for this purpose
- Output your aggregated data to third-party tools such as Grafana and Kibana
How do you know if you're doing a good job in support, keeping customers happy, and being productive? The only way to do that is with overarching data collection and analysis, which you can let your smart help desk, Zammad, help you with.
In this article, we'll take a closer look at the reporting features in Zammad.
What Is Helpdesk Reporting Good For?
With ongoing reporting, you can identify early trends based on the sources of incoming messages, the issues and responsibilities, and the amount of work involved in handling support requests.
In short, a report provides you with information about the performance of your help desk. It enables you to keep up to date, maintain an overview of your team, and react to necessary adjustments in organizational planning at an early stage.
With targeted training of agents, you can use this as a basis to repeatedly highlight key issues and empower them to provide qualified answers.
Setting Up Reports In Zammad
In principle, all activities within Zammad can be subjected to statistical analysis. However, to reduce the complexity to a minimum, you start by creating an initial report profile in the admin area that is of interest to you.
Your individually configured report can include
- Fixed observation period
- Types of tickets
- Selection of communication channels
- Responsible agents
- Processing signals of tickets
In our documentation you will find a comprehensive step-by-step guide that allows you, as the administrator of your Zammad instance, to set up a report profile yourself in no time.
Accessing Your Helpdesk Report
You can access your reporting in the Zammad interface via the statistics icon at the bottom of the left navigation bar (right next to your profile picture). There, you can switch between any report profiles with one click and view the data analysis over time.
In the graph visualization, you can also view the aggregated data by day, week, month, year, or even in real-time. It's best to make a habit of checking in regularly and analyzing the numbers.
Benefit From Useful Integrations
As an open-source project, we designed Zammad from the beginning with the greatest possible openness to other software ecosystems. As a result, today you benefit from being able to securely output your help desk data to other reporting tools and interfaces
This is specifically useful, for example, to map and analyze multiple data sources at a glance, search them using Elasticsearch, or send regular reports via email.
This way if you would like to output your Zammad data within Grafana or Kibana to perform enterprise-wide analysis.
Let Us Help You
Also take advantage of our free webinars or professional team training to have Zammad, reporting, and much more explained to you, the benefits, and the ease of setup shown and demonstrated.
To do this, explore our agent or admin workshops in our Professional Services to find out how a help desk works for you and how to get everything you can out of your Zammad ticketing system.
In our customized trainings for administrators or agents, you can learn all the tricks for the daily use of Zammad. Get inspired, get new insights, discuss ideas and questions, and learn from our experienced coaches.
Or start with one of our free Webinars. We will introduce you to Zammad, the core workflows, and the migration from other services - as well as how to work with reports. Registrations here.
Zammad helps you make more data-informed decisions with its comprehensive reporting tools. You can measure, estimate, and plan efforts only when you not only have your agents, process incoming tickets, but also analyze them. Give it a try! Zammad comes out of the box with all the useful reporting features.