The helpdesk module has an extraordinary feature called “Reporting” which helps you with converting recorded data into pivot tables and graphs automatically. It hands over reports to you on the handling of various queries and issues by members of the assigned helpdesk team on the submitted tickets.
Since it records the customers' ratings, you can easily figure out whether the customers are happy with the services or not.
In this blog, we would tell you how the reporting features can be used in Odoo 15 Helpdesk module?
Firstly, go to the Odoo home dashboard and click on the Helpdesk module. It will take you to the Helpdesk Overview page.
Go to the Reporting menu of the Helpdesk module. You will find Tickets Analysis, SLA Status Analysis, and Customer Rating options.
Let's discuss each reporting option separately.
There are platforms such as Live Chat, websites, phone calls, and Email, through which Odoo collects tickets and you can easily manage the collected tickets with the support of the Odoo 15 Helpdesk module.
Such collected tickets are assigned to various helpdesk teams to solve queries and issues on time. The Ticket Analysis option assists you in managing and analyzing the tickets as shown in the screenshot given below.
You can view the number of tickets assigned to various teams in the graphic mode in the screenshot given below. You can see the various colors in the chart that symbolize the different stages of tickets. Additionally, it is easier to set the measures as Hours Open, Hours Spent, Hours to Assign, Hours to Close, and Rating.
This platform has the Filters and Group By options which is beneficial to create reliable reports of helpdesk tickets as per the users' requirements.
In addition, you can generate reports about My Tickets, My Team’s Tickets, Followed Tickets, Unassigned Tickets, Urgent Tickets, High Priority Tickets, Low Priority Tickets, and many more as you can see in the drop-down list. Moreover, you can add additional filtering options with the help of the Add Custom Filters as displayed below.
The second image represents how more filtering options can be added using the Add Custom Filter tab.
The Group By option helps you with generating reports as per Assigned Employees, Team, Stage, Priority, Status, Customer, Company, Creation Date, SLS Deadline, and Closing Date.
Like Filter, here you can also add more grouping options by using the Add Custom Group button. Additionally, you are allowed to use Pie, Bar, and Line charts in the Graphical view as shown below.
In the screenshot below, you can see that the Ticket Analysis platform is in the Pivot view. By using the Measures and Group by options, you can enlarge the table. Moreover, it is easy to convert the data into a spreadsheet by using the Insert in Spreadsheet button. If you want a better view of the data, you can download it into xlsx format.
SLA Status Analysis
In the Helpdesk module, the configuration of SLA policies to tickets suggests your organization with effective measures required to solve the submitted issues of customers. Odoo ERP helps you create reports about the tickets and helpdesk team based on the SLA status.
With SLA analysis, the assigned teams can properly manage the tickets. In addition, you can identify and improve the areas which require improvement based on the reports you generated.
You can find the SLA status platform in the Pivot view in the screenshot given below.
The Measures and Group By options help you to add more details to the table. You can conduct the SLA Status analysis based on the measures like Days to Reach SLA, Open Time, SLA Status Failed, Ticket Failed, Time to Close, and Time to First Assignment.
The services of your organization are defined based on customer ratings. The customers give ratings to services provided by your company. Through customer ratings, you can know whether customers are satisfied with the service or not. With the help of the Customer Rating platform, it is easy to record and assess the customer’s responses about your services.
The reporting feature of the Helpdesk module is undoubtedly useful in analyzing customer services provided by the assigned teams. This analysis helps you take essential steps to improve services.