To create a Custom Report, click on Reports on the left hand navigation, then click the Create button. You will be presented with the following menu:

New Folder
Creating a folder allows you to organize your reports. All folders will be displayed at the bottom of the left hand section of the reporting window. Folders will allow you to organize your reports. All reports in folders are copies, and a duplicate can be found in the respective section above.

The steps below are similar for several of the reports.

  • Tabular Report: Tabular reports will allow you to view data in a “raw” format, similar to rows in a spreadsheet.
  • Summary Report: Summary reports show data in a grid format with calculated fields. For example, you can display a count of the number of open tickets segmented by their Ticket Types.
  • Chart: Charts allow you to display your data graphically in a Pie, Line, Area, Stacked Area, Bar, Stacked Bar, Column, or Stacked Column format.

Step 1: Setup for All Reports

  • Report Name: This is a required field
  • Private Report: A user can create a report that is visible to all users by selecting “Everyone Can See It”, which is the default value. Otherwise, a private report can be created by selecting “Only I Can See It”. A private report will only be available to view by the report creator.
  • Primary Table: This is a required field and will be the table where all or most of the data you are interested in reporting against will be housed.
  • Secondary Table: Optional – If the data is not housed in the Primary table, you may require a secondary table for your report.

Step 2: Field Selection for Tabular Report

The fields that you select will be displayed as columns in your report. You may filter against fields that are not displayed. Please note that custom fields are available in this list in the custom fields section. If your field does not appear in this list, it is possible that you may need to include a secondary table from Step 1.

Step 2: Field Selection for Summary Report

  • Descriptive Fields: Add one or more fields that will be listed as columns in your report. If there are multiple values returned for the field selected, they will appear a their own line.
  • Calculated Fields: Add one or more fields that will be listed as columns in your report with a calculated value as the row result. The calculation option will vary depending on the field that is selected. You may set limits on the values for the calculated fields – similar to a filter. For example, you may want to only return results that have a count of greater then zero.

In the screenshot above, the results would be that all users will be returned on their own row, alongside the count of their tickets.

Step 2: Field Selection for Chart

  • X Axis (Horizontal Axis): Add one or more fields that will be listed as a Series in your report. If there are multiple values returned for the field selected, they will appear a their own point on the horizontal axis of the graph. Please not that you are not able to select more than one series for a Pie Chart.
  • Y Axis (Vertical Axis): Select one field that will be displayed along the Y axis of your chart with a calculated value as the result. The calculation option will vary depending on the field that is selected. You may set limits on the values for the calculated fields – similar to a filter. For example, you may want to only return results that have a count of greater then zero. For Pie charts, rather than being a point on the chart, the values will be displayed as a percentage of the whole.

In the screenshot above, the results would be that all users will be returned as their own point on the chart, alongside the count of their tickets.

Step 3: Optional Filtering for All Reports

You may filter the data in your report. Examples include filtering on Ticket Types, Groups, Date Created, Closed status, ect. Depending on the field selected, you will receive different options for criteria. Toggle between AND and OR by clicking the AND button. You may add multiple filters by clicking the +Condition button. You may add groups of AND/OR filters by adding +Group. For example:

This filter would return all Open tickets that are assigned to Kimberly OR Michael.

Note that you can also set the “Assigned To”, “Creator Name”, or “Modifier Name” fields to “The Report Viewer”. This will let you create one View which you can use for every TeamSupport user in your account. For example, this following View could be set to “Everyone Can See It” and each person would just see a list of tickets assigned to them:

Step 4: Preview and Chart Properties

Click the Preview button to preview your chart before saving to ensure the chart is displaying correctly.

You have several options for customizing your chart.

  • Chart Type: Select Pie, Line, Area, Stacked Area, Bar, Stacked Bar, Column, or Stacked Column
  • Title, Subtitle, Y Axis Title: To describe your report
  • Tool tip Suffix: This will appear after the numerical calculation when you hover over a series on a chart.
  • Legend Layout: Will display the legend vertically or horizontally.
  • Legend Align: Allows you to display the legend Right, Left, or Centered.
  • Show Data Labels: Select whether you would like the calculated values to be displayed on the graph. If this is no, the data is still displayed when you hover over the chart.

Ticket Views
Ticket Views help you to find and manage your tickets by allowing you to select columns and filter data similar to a report. The difference is that Ticket Views are conveniently located in your My Tickets section. Click here to learn more about Ticket Views.

External Report
External Reports allow you to display an external page accessible via a secure (https) URL, and display it on your Dashboard.

External Reports may be used to display important information such as system monitoring reports, and other utilities that are important to your daily operation.

Step 1: Setup External Report

You must type in a Report Name and an External URL.

Step 2: Add External Report to Dashboard

Click on Dashboard on your left hand navigation, and click the + button in the upper right hand corner. Type in the name of your External Report, and click Add Report. Click here to learn more about Dashboard settings.

Top Menu of any Report

  • Edit: Click this button to go back through the editing process that is described above.
  • Export: You may export any Report to CSV or Excel format.
  • Star: Starring a report will add it to your “Starred” menu on the right hand side of the main Report screen.
  • Schedule: You may schedule a report to be emailed on a recurring basis.
  • Filter: Click this button to adjust your filters as described above.
  • Refresh: If your report is open, and the data in the report has been updated, you must refresh your report to see the updated data.

Need more help with this?
Don’t hesitate to contact us here.

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