Available for the following HR Classic plans: Premium, Platinum
Available for the following EmploymentOS v1 plans: Plus, Unlimited
Available for the following EmploymentOS v2 plans: HR Engage, HR Elite, Unlimited
Available for the following users: Employee, Manager, Admin
The Request Tickets report shows how many tickets your teams receive, how quickly they respond and resolve, and how well they meet their SLA targets. Where satisfaction ratings are turned on, it also shows the average rating for each board.
Admins can open the report for every board. Anyone else can open it if they are an agent on at least one board, and sees only the boards they are an agent on.
This article explains how to:
Open the Request Tickets report
The report opens on the last 30 days, for every board you can see.
- Log in to Employment Hero.
- Go to Reports > Compliance.
- Select Request Tickets.
Filter the report
Filters change the summary cards, the volume chart and the board table together.
- Open the Request Tickets report.
- Choose one or more boards, a date range, or a status.
- Review the updated figures.
Read the report
The report has four parts:
- Summary cards: total tickets submitted, SLA compliance rate, average time to first response and average time to resolution.
- Volume chart: tickets submitted over the period you chose.
- Board breakdown: one row of figures for each board.
- Satisfaction: the average rating for each board that has ratings turned on.
Further information
Admins see every board and can filter down to specific ones. Agents see only the boards they are assigned to, and the board filter lists only those boards. If you are neither an admin nor an agent on any board, you see a message saying you do not have access to this report.
The board has no SLA targets. Its SLA compliance rate and average times show "Not configured", and it is left out of the overall SLA compliance rate. See Configure SLA targets, escalation and ratings for a board.
It uses only tickets where the submitter gave a rating. Unanswered rating emails are left out. If you turn ratings off for a board, past ratings stay in the report.