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Consider these alternatives for monitoring support operations:
Queue Reports are available for a specific queue by right clicking on the queue, or across the entire system with Ticket Monitor. They provide monitoring of the incident flow, current status, and past activity. These reports provide statistical and trend analysis.
For queue managers, a daily email monitoring report is available within the TeamHeadquarters Software Development Kit. With high level statistics and links back into TeamHeadquarters, the email can be scheduled to run on any frequency.
Queues can be created 'stand-alone' or within a TeamHeadquarters project. If the support queues exist within projects, they can be represented and reviewed within the project portfolio via Management Reports. This option allows support operations to be structured with time lines, charters, budgets, benefits, and abstracted management reporting like any other 'project'. As a result, leaders can view the entire operation via harmonized reporting.
The ability to run support queues within projects also helps with the common overlap between the two: support incident volumes tend to go up after projects are 'completed', and many projects start out as support incidents. Many projects require issue or risk tracking, and these needs are very well-serviced by tickets. So, this option helps to identify and manage the often-direct relationship between projects and support.
The Ticket Monitor (and queue 'console' view) is a search/filtering tool that makes it possible to find particular tickets, or types of tickets, quickly. For instance, the Queue Status Report could show that there are 100 tickets past their 'next action date', and give you a list of those 100 tickets. The Ticket Monitor, on the other hand, could be used to list (or edit, or re-assign, or close) the 10 which are the oldest, or the 20 which have gone the longest period of time without an edit, or the ones with low urgency and a next step of 'Close if the customer does not respond'.
The "Export .csv" option can be used for ad-hoc custom reporting, using a spreadsheet or database tool capable of working with the .csv format.
