Reports

Reporting in the left rail answers the questions that used to take an afternoon in a spreadsheet. Build your own reports, or open the built-in Overview.

Start with a dashboard

A dashboard is a page of reports you look at together. The quickest way to get one is a template:

1. On Reporting, click + New dashboard (company Admins and stack Managers).
2. Pick a template: Are we keeping up?, Where tickets get stuck, Costs by store, Team workload, Happiness (NPS) or Store scorecard.
3. Pick the stack it's about (About which stack?) and click Create dashboard.

TicketStacker finds the right fields for you: your cost field, your store or location, your category, your NPS score. A template that needs a field the stack doesn't have says so (for example, Happiness needs an NPS score). Prefer to start from nothing? Pick Blank dashboard.

On a dashboard:

• Click a report's name to change it in the report builder.
• Drag a report by its grip (the dots left of its name) to move it, and drag its bottom-right corner to make it wider or narrower (or pick Small, Medium or Wide in its size menu). Changes save right away; the dashboard says ✓ Saved.
• + Add a report builds a new one right on the dashboard (its button says Add to dashboard); Add a saved report… copies one you already have.
• ✕ removes a report from the dashboard; Delete dashboard removes the dashboard and its reports.

Everyone in the company can open dashboards, and each person's numbers only count the tickets they can see.

Email reports on a schedule

Want the store scorecard in managers' inboxes every Monday morning? Open a report or dashboard and click Email this, then + Schedule an email:

• Pick how often: Every day, Every week (on a day you choose) or Every month (on a date from the 1st to the 28th), and the time. Times are in your company's time zone.
• Under Send it to, tick the teammates who should get it, then click Save schedule.

Each person's email counts only the tickets they can see, with the charts as pictures that show in any email app and a button back to TicketStacker. Change, Pause or Delete a schedule from the same place; anyone who gets it can click Stop sending me this.

Look back in time

A report can keep snapshots of its numbers, so you can see how things looked even after tickets change. On a saved report, click History and pick how often to save one: Every day, Every week (on a day you choose) or Every month (on a date), then Save. It's Off until you choose. Daily snapshots are kept 400 days; weekly and monthly ones 5 years.

Once there are snapshots, use Showing to pick a day (As of a date) and see the report as it was. Today (live) goes back to now.

Scheduled report emails and history are part of our paid plans. Want them now? Email hello@ticketstacker.com and we'll turn them on.

Build a report

Click + New report (company Admins and stack Managers). Then choose, and watch the chart redraw as you go:

• Stack: one stack, or All stacks.
• Show: Number of tickets, Average time to close, or for one stack the total or average of a number or cost field (like Total Cost), or the NPS of a score field.
• Chart: Big number, Bars, Stacked bars, Line, Area, Donut or Table.
• Group by: a Day, Week or Month, or Status, Step, Owner, Location, Team or any choice field, like Category.
• Split by: a second grouping, shown as colors (for example cost by store, split by category).
• Dates: how far back, By when they were opened or By when they were closed.
• Tickets: All, Open or Closed, and an Owner.
• Only where: keep only some statuses, locations or choices.

Name it (or keep the name it suggests) and click Save report. To put it on a dashboard instead, pick the dashboard in Save to and click Add to dashboard. Everyone in the company can open saved reports from Reporting, and each person's numbers only count the tickets they're allowed to see, so a private stack stays private. Only Admins and stack Managers can change or delete a report.

Charts use your company's brand colors first (set them in Settings under Company), then a standard set; statuses keep their own colors, so Done is always green.

Tip: every chart has a Table version with the exact numbers, and hovering over a bar or point shows its value.

The Overview

Open Overview on the Reporting page. Pick a Date range (last 4, 12 or 26 weeks) and a stack, or All stacks.

• Opened vs closed: are you keeping up? Weekly or monthly, with Net still open. If opened keeps beating closed, it's time to look at staffing or process.
• Totals: Add up a number or currency field, like repair costs, by week or month, with the Average per ticket. Narrow it by status, owner or any choice field (like Category). Great for budgets.
• Time in each stage: the average time tickets spend in each step. The longest one is your bottleneck.
• Time since last update: open tickets that have gone quiet, longest first. A five-minute weekly check here prevents most "whatever happened to…" moments.

Totals and timing reports work on one stack at a time.

Better data, better reports

• Use step rules to make sure costs and categories are filled in before tickets close.
• Use choice fields (not free text) for anything you'll want to group by.
• Import your history with original dates, so trends start from day one.

Need something else? ↓ Export on any list gives you the raw data, or a Google Sheet that stays up to date.