The Samanage reporting capabilities are quite robust and capable of allowing you to carve up the data in your account in a lot of different ways. Everyone is different, but we wanted to highlight some of the more popular reports we?ve seen our customers using recently.
Number of Tickets per Category Over Time
One of the more popular reports we've seen recently is keeping track of the number of tickets per category over a certain period of time. This is useful in determining where the bulk of your incidents are coming from so you can take action to prevent further issues or see where the root of your problem stems from.
By going to Reports->Incidents, and grouping by Category/adjusting your Timeframe to reflect month instead of week, you can build this report as well to keep track of what issues affect your end users the most.
Customer Satisfaction of Critical Tickets
Another report that we've seen come up recently is determining customer satisfaction based on a specific priority of ticket. Being able to see if your customers are happy with the service levels you are providing, especially on tickets that are marked "Critical", can give you a better understanding of how your team is performing and responding to end users.
This report can be created by going to Reports->Customer Satisfaction, and then choosing your desired priority and Timeframe.
Service Level Breaches
Samanage's service level management can be an excellent tool to ensure your technicians are responding to and working on incidents in a timely fashion. Determining the main causes of where to drill down to find why your technicians aren't getting to tickets in a timely manner can be an excellent thing to know as well.
Create this report by going to Reports->Service level breaches, and then adjusting your time frame. This will help show any glaring adjustments that need to be made to improve your service desk's efficiency.