Reporting & Analytics

EduDesk's Reporting & Analytics tools provide comprehensive insights into your IT support operations, helping you make data-driven decisions to improve service quality and resource allocation.

Overview

Available in all subscription tiers (with enhanced capabilities in Pro and Premium), the Reporting & Analytics features allow you to:

  • Track key performance indicators for IT support

  • Identify trends and patterns in support requests

  • Measure response and resolution times

  • Analyze staff workload and performance

  • Generate customized reports for stakeholders

  • Save and schedule recurring reports

Accessing Reports

  1. Log in to your EduDesk account with administrator privileges

  2. Click "Reports" in the main navigation

  3. Select from the available report types or access saved report templates

Standard Reports

EduDesk provides several pre-configured reports:

Ticket Volume Reports

Track the number of tickets created over time:

  • Daily, weekly, monthly, or custom date ranges

  • Filtered by category, priority, or status

  • Comparison with previous periods

  • Trend analysis and forecasting

Resolution Time Reports

Measure how quickly issues are being resolved:

  • Average time to first response

  • Average resolution time

  • Resolution time by ticket category

  • Resolution time by priority level

  • SLA compliance rates

User Activity Reports

Monitor system usage and user engagement:

  • Most active users submitting tickets

  • Knowledge base article views

  • Self-service resolution rates

  • User satisfaction ratings

Staff Performance Reports

Evaluate IT staff productivity and effectiveness:

  • Tickets resolved per staff member

  • Average resolution time by staff member

  • Quality ratings from user feedback

  • Workload distribution

Category Analysis Reports

Identify common issues and problem areas:

  • Most common ticket categories

  • Emerging issue trends

  • Categories with longest resolution times

  • Knowledge base coverage for common issues

Creating Custom Reports

Basic Report Customization

  1. Select a report type from the Reports dashboard

  2. Click "Customize"

  3. Set parameters:

    • Date range

    • Filtering criteria (categories, priorities, staff members)

    • Grouping options (daily, weekly, monthly)

    • Chart type (bar, line, pie, etc.)

  4. Click "Generate Report"

Advanced Report Builder (Pro & Premium)

For more complex analysis:

  1. From the Reports dashboard, click "Advanced Report Builder"

  2. Select data sources to include

  3. Choose metrics and dimensions

  4. Apply filters and conditions

  5. Set visualization options

  6. Add calculated fields if needed

  7. Preview and generate the report

Saving and Scheduling Reports

Saving Report Templates

Save customized reports for future use:

  1. Create and customize a report

  2. Click "Save as Template"

  3. Enter a name and description

  4. Select visibility (personal or shared with team)

  5. Click "Save"

Scheduling Recurring Reports

Automate report generation and distribution (Pro & Premium):

  1. Open a report or report template

  2. Click "Schedule"

  3. Set frequency (daily, weekly, monthly)

  4. Choose delivery method (email, dashboard, or both)

  5. Add recipients if sending via email

  6. Select file format (PDF, Excel, CSV)

  7. Click "Save Schedule"

Report Templates

The Pro and Premium tiers include the ability to save and manage report templates:

  1. Create a report with your preferred parameters

  2. Click "Save as Template"

  3. Give the template a descriptive name

  4. Add a description of what the report shows

  5. Choose whether to share with other administrators

  6. Click "Save Template"

To use a saved template:

  1. Go to the Reports dashboard

  2. Click "My Templates" or "Shared Templates"

  3. Select the template you want to use

  4. The report will generate with the saved parameters

  5. Make any adjustments if needed

Exporting and Sharing Reports

Export Options

Reports can be exported in various formats:

  1. Generate the desired report

  2. Click "Export"

  3. Select format:

    • PDF (for presentation)

    • Excel (for further analysis)

    • CSV (for data integration)

    • PNG/JPEG (for charts and visuals)

  4. Click "Download"

Sharing Reports

Share reports with stakeholders:

  1. Generate the report

  2. Click "Share"

  3. Options include:

    • Email link

    • Download and send

    • Schedule delivery

    • Add to dashboard

Dashboard Widgets

Create a customized analytics dashboard:

  1. Go to "Dashboard" in the main navigation

  2. Click "Edit Dashboard"

  3. Click "Add Widget"

  4. Select widget type:

    • Key metrics

    • Charts

    • Tables

    • Status indicators

  5. Configure the widget with data source and parameters

  6. Arrange widgets on the dashboard

  7. Click "Save Dashboard"

Advanced Analytics (Premium)

Premium subscribers gain access to advanced analytics features:

Trend Analysis

Identify patterns and predict future support needs:

  • Seasonal trends in ticket volume

  • Correlation between events and support requests

  • Predictive models for resource planning

Custom Metrics

Create your own performance indicators:

  • Define custom formulas

  • Set targets and thresholds

  • Track progress over time

Cross-Data Analysis

Combine multiple data sources:

  • Ticket data with user information

  • Support metrics with budget data

  • IT issues with asset lifecycle information

Best Practices for Reporting

  • Start with clear objectives: Define what you want to learn from the data

  • Use appropriate time frames: Match the date range to your analysis goals

  • Compare relevant periods: Look at week-over-week or month-over-month trends

  • Focus on actionable metrics: Prioritize data that can drive decisions

  • Combine quantitative and qualitative data: Include user feedback with metrics

  • Share insights, not just data: Add context and recommendations to reports

  • Review regularly: Schedule time to analyze reports and implement changes

  • Iterate and refine: Adjust your reporting strategy based on what's most valuable

Troubleshooting

Report Generation Errors

If you encounter issues generating reports:

  1. Check your date range selection

  2. Verify that data exists for the selected parameters

  3. Try narrowing the scope of the report

  4. Clear browser cache and try again

Missing or Incomplete Data

If report data seems incomplete:

  1. Verify that tickets are properly categorized

  2. Check if any data migration or system maintenance occurred

  3. Ensure all staff are properly logging their activities

  4. Contact support if data discrepancies persist

Getting Help

For assistance with reporting and analytics:

  • Review the detailed reporting guide in the Knowledge Base

  • Contact support at support@edudesk.org

  • Schedule a consultation with our data analysis team (Premium tier)

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