This template provides a breakdown for each of the departments (functions) with a significant number of complaints. It contains insights designed and developed for the Senior IT Manager to know which are the most common issues raised for each department and helps form solutions to address these concerns. These insights are based on the nature of the ticket, ticket volume, resolution time, and ticket backlogs raised for each department. With these details, managers can effectively prioritize complaint types and also receive critical insights on the anomalies recorded around a rise in ticket volume for a department or high resolution time for specific complaints can also be extracted from this report.

Intended audience: This report is meant for the Senior IT Manager, IT Support Manager, and Project/Program Manager.

Focus metrics: Ticket Volume, Resolution Rate, Ticket Reopen Rate, Average Resolution Time, Ticket Backlog, Carried Forward Tickets

When to use: Use this report template to track the distribution of tickets across divisions and discover trends driving tickets raised across functions.

The template supports visual dashboards with relevant analytics written in natural-language summaries to provide data-driven insights for your team. 

To use this template, simply download it, connect/upload your data to the dashboard, and run the report. Start by exploring our auto-generated business analytics and create a report effortlessly in a matter of minutes. The template gives you the flexibility to customize and add comments, analysis, and insights as per your needs if required.