NinjaOne Reporting: Ticketing Summary Reports

Topic

This article outlines the details of ticketing information that is shown in NinjaOne reports. To learn more about ticketing, refer to NinjaOne Ticketing: Setup and Configuration. To learn more about the Report Library, refer to Report Library.

Environment

NinjaOne Ticketing
NinjaOne Reports

Description

The Ticketing report is a Summary Report that can be applied to a single organization or globally. Once created, the report can be filtered to show data for a variety of data groups. If no group is selected, then all data for the selected date range will be applied. Results may be truncated to a maximum of 5,000 entries.

Select a category to learn more about the filter or report section:

Date Ranges
Open, Pending, and Resolved Tickets
Resolution Time
- Tickets/Resolution Time
- Technician Touches
Ticket Volume
Technician Ticket Efficiency
- Tickets Taken
- Tickets Solved

Date Ranges

The date range is a filter drop-down at the top of the report.

The date and time on these reports adhere to your in the top right corner of the report page to load new ticket information.

Selection	Definition
This Month	The report shows this selection by default. This is the current month, so if today is February 10, the report would show data from February 1–February 10.
Last Full Month	This is the most recent full month; so, if today were February 10, the report would show data from the entire month of January.
Today	The report shows data for the current day up to the current minute.
Last Week	The report shows data for the last full week (Sunday to Sunday).
Last 7 Days	The report shows data for the last 7 days, starting with the current day.
Last 30 Days	The report shows data for the last 30 days, starting with the current day.
Last 90 Days	The report shows data for the last 90 days, starting with the current day. This option is only available for reports targeted to organizations.
Custom	The report shows data for a manually selected range of dates. This option is only available for reports targeted to organizations.

Open, Pending, and Resolved Tickets

Open tickets are defined as tickets created within the selected date range that currently have a status of "Open" (either default or custom status).

Pending tickets are defined as tickets created within the selected date range that currently have a status of "Waiting" (either default or custom status).

Resolved tickets are defined as tickets created within the selected date range that currently have a status of "Resolved" or "Closed" (either default or custom status).

Resolution Time

Mean Time to Resolve: Using the tickets that are currently Resolved/Closed, is the average of the time it takes to resolve them. The time it takes to resolve a ticket is calculated from the time it was created to the last time it was moved to a Resolved status.

If a ticket was resolved and then opened again, that ticket does not get calculated for this field.
If a ticket was resolved, opened again, and then resolved again, the field calculates the time between when it was re-opened and resolved the final time.

One Touch Resolution: For each ticket that is currently Resolved/Closed, it is counted how many public comments made by a technician the ticket has. Then it is calculated the percentage of those who have at most one comment

Comments made by contacts, end users, requesters, etc. are not calculated.
Private comments are not calculated.
If there are four (4) tickets total, and 3 of them have one comment or fewer, then the resolution percentage will be 75% (3/4).

First Response Time: Using tickets that have at least one public comment, is the average time elapsed between the ticket’s creation and the time of the first public comment.