Before you begin
- Atlas Flow on your plan (Atlas AVD) and turned on for the tenant
- To see and export the report: permission to manage Atlas Flow settings
- To email it on a schedule: permission to manage report schedules, and email delivery set up in Settings → Email Settings
Opening the report
In Atlas Flow, open the Reports tab. The Service desk section is at the top. Choose the period it covers: the last 7, 30, 90 or 365 days.
What the figures mean
The report counts tickets only (not tasks, problems or changes), and leaves out tickets merged into another ticket.
- Created and Resolved: tickets created, and tickets moved to a resolved status, during the period
- Open now: tickets that are new, open, in progress or waiting right now, with Open tickets by age showing how long they have been open
- Median first response: the typical time from a ticket being created to its first response, for tickets created during the period
- Median resolution: the typical time from a ticket being created to it being resolved, for tickets resolved during the period
- First-response SLA met and Resolution SLA met: of the tickets created during the period with that service level target, the share that didn't miss it
- Reopen rate: of the tickets resolved during the period, the share moved back to an open status during the period
- Technician workload: each technician's open tickets now, tickets resolved during the period, and their median resolution time. Unassigned tickets are listed separately
Tickets are counted against whoever they are assigned to now. The report shows counts, times and technician names only, never ticket titles or conversations.
Exporting as CSV
Select Download CSV to export the figures for the period you chose. The file lists the headline figures first, then tickets created and resolved per day, then each technician's workload. It opens in Excel or any spreadsheet app.
Emailing the report on a schedule
Open Reports in the sidebar, go to the Schedule tab and select New Schedule. Choose Atlas Flow Service Desk Report as the report, then set the frequency, time and recipients as for any scheduled report.
- Each email covers the last 30 days up to the moment it is sent
- It arrives as a branded PDF with the same figures attached as a CSV file