Ticket Reports
Table of Contents
This document introduces the reports available for the Tickets feature in Syncro. You can use these reports to track workload volume and team efficiency, identify operational trends, and maintain data integrity—ensuring your service desk remains both productive and profitable.
Report Descriptions
Created Tickets
Target Audience: Technical Leader, Business Leader
Purpose: This report allows users to analyze historical trends in ticket creation volume over a selected date range. Its primary goal is to inform critical business decisions related to staffing, resource allocation, and overall service delivery capacity.
Generate the Report:
- Click the Reports tab.
- In the Tickets section, click Created.
- If desired, filter the report for a specific Saved Customer Search or Period using the dropdown menus.
Interpret the Report: This report provides visual charts illustrating the monthly volume of tickets opened within your chosen time frame. Technical and Business Leaders should focus on whether the monthly ticket creation volume is trending upward or downward.
A sustained increase in ticket volume may signal a need for increased staffing or adjustments to standard operating procedures to maintain service quality. Conversely, a sustained decrease may indicate successful automation or optimization efforts, or it may prompt an investigation into customer engagement levels.
Analyzing these trends helps the Business Leader anticipate resource needs and the Technical Leader gauge the demand placed on their team.
About the Data
- Data is sourced from all tickets created within the Syncro platform.
- The report displays ticket creation totals aggregated on a monthly basis.
- The default Period is Month To Date.
- The volume displayed is a simple count of all tickets created during the period.
Next Steps: Compare the trends revealed in this report with metrics from open ticket reports to assess if current staff levels and technician efficiency can handle the incoming volume. This analysis should inform decisions on technician hiring, training needs, or adjustments to business strategies in response to volume fluctuations.
Deleted Tickets
Target Audience: Technical Leader, Technician
Purpose: This report serves as an audit and recovery tool, listing all recently deleted tickets within the Syncro platform. Its purpose is to allow Technical Leaders and Technicians to review and restore any service requests that were deleted in error, ensuring comprehensive coverage and consistent quality customer service.
Generate the Report:
- Click the Reports tab.
- In the Tickets section, click Deleted Tickets.
Interpret the Report: This report displays a simple, auditable table of all tickets that have been permanently removed from the main view. It's a holding area for tickets that still require attention or were accidentally discarded.
About the Data:
- Data is sourced directly from ticket records created and subsequently deleted within the Syncro platform.
- Restoring a ticket will not restore any associated ticket charges or appointments.
Next Steps: Technicians and Technical Leaders should review this list regularly to verify that only tickets appropriately marked for deletion are present. If any tickets were incorrectly deleted, click Restore to immediately return return the ticket to the active queue. Following restoration, the user must follow standard operating procedures to verify ticket details, add any necessary charges, and continue working the ticket.
Deleted Ticket Automations
Target Audience: Technical Leader, Technician
Purpose: This report serves as an auditing tool to help maintain the integrity of automated standard operating procedures (SOPs). Its purpose is to allow Technical Leaders and Technicians to review and quickly re-enable any automations that were unintentionally removed, thereby maintaining the consistency of automated ticket workflows.
Generate the Report:
- Click the Reports tab.
- In the Tickets section, click Deleted Tickets.
Interpret the Report: This report displays a tabular list of Ticket Automations that have been recently deleted from the Syncro platform. For each entry, you can review the Automation Name, the trigger Conditions, and the Automation Type to understand its original function. During a regular audit of ticket procedures, Technical Leaders should review this list to ensure that only obsolete automations remain deleted. If a critical automation appears on this list, it indicates a gap in your workflow that needs to be addressed.
About the Data:
- Data is sourced from the historical record of all ticket automations created within the Syncro platform.
- The table lists only those automations currently holding a deleted status.
- This report helps maintain the integrity of
Next Steps: If you determine that a ticket automation has been incorrectly or prematurely deleted, you should immediately use the Restore option. Restoring the automation ensures that the intended workflow is put back into an active state, maintaining the efficiency and consistency of ticket handling procedures.
Pending Ticket Charges
Target Audience: Business Leaders, Billers
Purpose: To provide a consolidated view of potential revenue that has not yet been converted into an invoice to improve billing efficiency.
Generate the Report:
- Click the Reports tab.
- In the Tickets section, click Pending Ticket Charges.
- Start tying the name of a Customer Organization and select one.
- If desired, filter the report for a specific date range using the Period dropdown menu.
Interpret the Report: The presence of a ticket on this report signifies that the work documented has an outstanding financial obligation that needs to be addressed through the invoicing process.
Each entry lists the End User/Contact's First and Last Name, the Business (i.e., Organization) Name, and a clickable ticket Number, which you can click to open that ticket's Details Page. For each ticket, you'll see the specific Product or Service being billed, its Price, Quantity sold, and Amount of the pending charges. The Ticket Status lets you know where the Ticket is in its lifecycle. (See also: How Ticket Statuses Change.)
At the bottom is a Total that signifies all the outstanding financial obligations that you can and should generate Invoices for.
About the Data:
- The data source for this report is the charges logged directly within a ticket.
- Each row/pending Amount is calculated as Price * Quantity.
- Any ticket that has been fully invoiced will not appear on this report.
Next Steps: Click into the listed tickets to verify the charges. Then generate and send an invoice to the Organization(s) so you can get paid for your work.
Recurring Tickets
Target Audience: Technical Leader, Technician
Purpose: To provide a comprehensive snapshot of all currently active recurring tickets within the Syncro platform. This detailed list helps you maintain oversight of your automated workload so you can effectively audit and manage automated, repetitive tasks, ensuring scheduled maintenance and operational consistency.
Generate the Report:
- Click the Reports tab.
- In the Tickets section, click Recurring Tickets.
You can optionally navigate to the Organization's Details Page or the Ticket's Details Page. You can also delete Recurring Tickets from here.
Interpret the Report: Each entry is crucial for identifying the ongoing commitments for scheduled work. You can see key fields including the Ticket Number, the associated Customer Organization, the original Creation Date of the recurrence, and most importantly, the Next Run Date. The Technical Leader should use this report to audit the necessity and frequency of all recurring tasks, ensuring they align with service agreements. The Technician can use the report to confirm the status and upcoming schedule of their automated work
About the Data: The data is sourced from all active recurring tickets in the Syncro platform.
Next Steps: After reviewing the report, you should click into any specific ticket number to review details and make any necessary adjustments to the recurrence schedule or task content. If a recurring ticket is determined to be obsolete or no longer needed, you should navigate to the ticket to disable or delete the recurrence, thereby managing the platform's automated workload.
Resolved Tickets
Target Audience: Technical Leader, Business Leader
Purpose: To provide comprehensive metrics on the volume of tickets resolved each month over a pre-defined period. Its primary purpose is to allow Technical and Business Leaders to analyze service efficiency, identify trends in resolution performance, and inform strategic decisions regarding staffing and technician training.
Generate the Report:
- Click the Reports tab.
- In the Tickets section, click Resolved Tickets.
You can optionally preview information about a ticket's associated Customer Organization (or navigate to that Organization's Details Page). You can preview information about the ticket itself (or navigate to the Ticket's Details Page.)
Interpret the Report: This report offers two visual aids—a statistical chart and a data grid—both displaying the count of tickets marked as resolved monthly. You should look for a consistent trend in resolution volume. A steady or increasing trend often indicates robust and efficient service delivery. A fluctuating or decreasing trend, especially if coupled with a high volume of created tickets, may signal bottlenecks in the workflow. Business Leaders use this data to determine if the organization is optimized for efficient service delivery, while Technical Leaders use it to assess the performance capacity of the technical team.
About the Data:
- Data is sourced from all ticket records within the Syncro platform.
- The report specifically counts tickets that have transitioned to a Resolved state.
- The data is aggregated and displayed as a running count of tickets closed per month.
Next Steps: If the report reveals a downward trend in monthly ticket resolution, Business Leaders should evaluate the need for additional technical staff, while Technical Leaders should assess existing team capacity and potential training gaps. You should compare this data against the Created Tickets Report to determine if resolution volume is keeping pace with service demand, ensuring the business remains optimized and efficient.
Ticket View Metrics
Target Audience: Technical Leader, Business Leader
Purpose: This report functions as a real-time dashboard displaying the current operational status of selected Public Ticket Views. Its purpose is to provide immediate, actionable visibility into service performance metrics, allowing leaders to quickly assess the quality of service delivery and customer response times.
Interpret the Report: This report acts as a dynamic tool that automatically updates every three minutes, providing a current disposition of your ticket queue as defined by your custom views. For each configured view, the report displays key metrics such as Unassigned Tickets, Unresolved Tickets, SLA Breaches, Average Response Time, and Average Resolution Time.
A critical feature is the ability to set thresholds for these metrics; any metric exceeding its threshold will display as red, indicating an urgent need for attention. Technical Leaders should use the red-flagged metrics to prioritize where resources need to be immediately redirected, ensuring service level agreements are met and backlogs are managed effectively.
About the Data:
- Data is calculated from ticket information and applied to user-defined Public Ticket Views in Syncro.
- Metrics include counts (Unassigned, Unresolved, SLA Breached) and time averages (Response and Resolution).
- You can configure the report to track one or multiple ticket views simultaneously.
Next Steps: You should prioritize taking immediate corrective action on any metric that is currently displayed in red, as this signifies an exceeded performance threshold. Action items include collaborating with team members to create plans for improving average response and resolution times, and navigating directly into the flagged ticket view to assign unassigned tickets to available technicians.
See also: Use Ticket View Metrics.
Ticket Communications
Target Audience: Technical Leader, Business Leader
Purpose: This report serves as a detailed audit trail of the dialogue between your technicians and your clients. It allows you to review the tone, quality, and accuracy of correspondence, helping you resolve "he said/she said" disputes and ensure that internal team deliberations are kept distinct from client-facing messaging.
Interpret the Report: This report allows you to read the full story of a ticket by displaying the chronological flow of conversation. By reviewing the entries, you can verify if technicians are communicating professionally and clearly with end-users.
It also highlights the distinction between internal collaboration and external updates, enabling you to check if sensitive technical details were appropriately kept within private notes or if client requests were overlooked in the back-and-forth. A thorough review of this data is often necessary when investigating client complaints regarding responsiveness or miscommunication.
About the Data:
- The dataset is comprised of Public Notes, Private Notes, and Emails logged to tickets.
- Results can be generated based on the date the comment was created or the date the associated ticket was resolved.
- Private notes are included and are typically distinguished from client-facing emails to allow for internal audit.
- The report aggregates communications across multiple tickets, allowing for a broad review of technician activity rather than a single-ticket view.
- This report processes a maximum 60-day window per execution; obtaining a bulk export of comment history beyond this specific window requires a manual request to Syncro Support.
Next Steps: Use this report to conduct weekly quality assurance spot-checks on technician responses, or to gather evidence when mediating a specific client escalation.
Resolution Time Summary
Target Audience: Technical Leader, Business Leader
Purpose: This report measures the speed and efficiency of your service delivery by calculating the total time taken to close tickets. It helps you assess whether your team is meeting service level expectations and allows you to identify trends in productivity over specific periods.
Interpret the Report: This report provides a high-level overview of your team's throughput, focusing specifically on the duration between a ticket's creation and its final resolution. By reviewing the average and total resolution times, you can determine if your team is clearing the backlog at an acceptable rate or if complex issues are stalling progress.
Consistent increases in resolution time often indicate understaffing, process bottlenecks, or a need for additional technician training. Conversely, extremely short resolution times might suggest that quick-fix tickets are inflating your performance metrics, masking the time spent on more complex issues.
About the Data:
- Resolution time is calculated as the duration between the ticket's creation timestamp and its final resolved timestamp.
- If a ticket is reopened and resolved again, the calculation uses the final resolution time, including the duration the ticket spent in the closed state previously.
- Calculations respect your defining Business Hours and Service Level Agreements (SLAs); time outside of business hours or during "paused" SLA statuses (like Waiting for Customer) is excluded from the total.
- If a ticket is merged into another, the source ticket's metrics are cleared and excluded from this report to prevent duplicate data.
- Tickets created and resolved entirely outside of defined business hours will display a resolution time of zero.
Next Steps: Compare the average resolution time against your internal Service Level Agreements (SLAs) to verify compliance, and investigate outliers where resolution time significantly exceeds the norm.
Reworked Tickets
Target Audience: Technical Leader, Business Leader
Purpose: This report tracks service quality and efficiency by identifying tickets that were marked resolved but required subsequent effort to fix the same issue. It helps you measure first-contact resolution rates and identify costly repetition in your service delivery.
Interpret the Report: This report provides a view into service failures where a problem was believed to be fixed but required a second attempt. It highlights the discrepancy between perceived resolution and actual resolution, allowing you to compare the initial diagnosis with the final solution.
The financial metrics included in the report represent the direct cost of these errors to your business, as the labor and materials required for the second attempt are frequently unbillable to the client. A high volume of records here serves as a key performance indicator for inefficiency, suggesting that technicians may be rushing to close tickets or that specific devices are failing repeatedly despite intervention.
About the Data:
- Data includes only tickets that are explicitly linked to a previously resolved ticket through the system's rework definition.
- Tickets manually created for recurring issues without this specific system linkage are excluded from the report.
- Labor duration and charges reflect only the resources consumed on the subsequent ticket, not the original ticket.
- The association between the original and the new ticket is static based on the creation of the rework record.
Next Steps: Review the labor costs to calculate the financial impact of errors, and audit the original tickets of frequent offenders to determine if the root cause is a process gap or a failing device.
Ticket Export
Target Audience: Technical Leader, Business Leader, Biller
Purpose: This report allows you to extract raw ticket data in bulk for external analysis, auditing, or backup purposes. It is designed to give you complete access to your ticket records outside of the platform so you can perform custom reporting or import the data into other systems.
Interpret the Report: The output provides a comprehensive row-by-row listing of your tickets. Each row represents a distinct ticket and typically contains fields such as Ticket Number, Subject, Customer Name, Status, Priority, and associated dates (Created, Resolved). Because this is a raw data dump, it is not summarized or grouped; it is simply a direct listing of the ticket attributes stored in the database.
About the Data:
- Sources data from the main Ticket records.
- Includes high-level ticket properties (Subject, Number, Status, etc.).
- This data set does not include the body of ticket comments or notes. See the Ticket Communications Report for that.
- Data is pulled for all tickets that exist within the system parameters requested.
Next Steps: Open the downloaded file in your preferred spreadsheet software or business intelligence tool to manipulate the data or merge it with other business records.
Ticket Time Entry
Target Audience: Technical Leader, Biller
Purpose: This report acts as a detailed audit tool for verifying labor hours prior to invoicing or payroll cycles. While strategic roles may look at high-level trends, this report helps those managing day-to-day operations answer the specific question: Did the technicians log their time correctly for every ticket? It provides the granular data necessary to ensure no billable time is missed and no unverified work is paid out.
Interpret the Report: The report displays a line-by-line grid of labor entries. Unlike summary reports, this view shows the specific duration of individual tasks. You should review the columns to distinguish between Billable and Non-Billable time to ensure that work performed for a customer is not accidentally marked as internal-only. The display allows you to group these line items to verify a specific Technician timesheet or review a specific Organization's invoice draft.
About the Data:
- Data is sourced directly from the Labor Log on your tickets.
- Calculations rely on the duration entered manually or via the Ticket Timer.
- The dataset includes all labor entries regardless of billing status.
- The report generates data based on the specific Period selected.
Next Steps: Review the entries for errors and edit the specific Ticket Labor Log if corrections are needed. Once the data is verified, proceed to Invoice your customers or process your payroll.
Tickets Without Charges
Target Audience: Business Leader, Biller, Technical Leader
Purpose: This report helps you prevent revenue leakage by identifying work that has been logged but not yet billed. It allows you to quickly audit your tickets to ensure that every service performed has the appropriate charges attached before you close a billing period or finalize an invoice.
Interpret the Report: Use this report to see which tickets in your system currently carry a zero dollar value. The Customer Name and Ticket Number identify the specific account and instance of work, while the Ticket Status helps you determine if the work is finished or still in progress. The presence of a ticket here indicates that no products or labor charges have been applied to the ticket line items.
About the Data:
- Data is sourced directly from the primary Tickets table.
- The system queries for tickets where the sum of all line items equals zero or no line items exist.
- Results are determined based on the creation or activity date of the ticket relative to the reporting period.
- Deleted tickets are not included in the dataset.
Next Steps: Verify whether the listed tickets should be billable, and add charges to the specific tickets where revenue was missed.
Suggested Review Schedule
Based on the content of each report, here is a suggested breakdown of which reports are best suited for immediate operational auditing versus long-term strategic analysis:
Daily or Weekly Review (Operational Health & Billing)
- Deleted Tickets: Check daily or weekly to restore accidental deletions.
- Pending Ticket Charges: Review weekly to ensure unbilled revenue is invoiced promptly.
- Ticket Time Entry: Review weekly (or before payroll) to verify labor logs.
- Tickets Without Charges: Review before billing cycles to prevent revenue leakage.
- Ticket Communications: Spot-check weekly for quality assurance.
Monthly or Quarterly Review (Strategic Trends & Capacity)
- Created vs. Resolved Tickets: Compare these monthly to assess staffing needs and team throughput.
- Resolution Time Summary: Review monthly to ensure SLAs are being met.
- Reworked Tickets: Analyze monthly to identify training gaps or recurring hardware issues.
- Recurring Tickets: Audit quarterly to ensure automated schedules are still relevant.