How Ticketing Reports Work
The Executive Summary, canned reports, and scoped custom report builder on the Ticketing Reports tab.
What the Ticketing Reports tab gives you
Go to Ticketing → Reports to find three sub-tabs:
- Executive Summary — a KPI overview of ticket activity for the period you select.
- Canned Reports — three pre-built, one-click reports covering the most common ticketing questions.
- Custom Reports — a report builder scoped to only ticketing data, so you never have to wade through entities from other modules to find what you need.
Executive Summary
A high-level KPI view of your ticket volume and performance for a chosen date range — the same summary numbers used elsewhere on the Ticketing hub, in report form.
Canned reports
- Engineer Performance — ticket volume and resolution stats per engineer.
- Ticket Volume by Customer — raw ticket counts broken down by company.
- SLA Compliance — breach counts and compliance rate by SLA policy and priority.
Each canned report card lets you pick a From/To date range and click Run to preview it on screen. Once it has run, Export to Excel or Export to PDF buttons appear so you can download the result. Every canned report card also has a Schedule button — set a frequency and one or more recipient emails to get that report emailed automatically. A schedule does not carry a date range, so the emailed copy always covers all-time data; for a recurring report scoped to a specific date range, use the Custom Reports tab below instead.
Custom Reports
The Custom Reports tab is the same report builder used across the platform, but scoped to 15 ticketing data sources: Tickets, Time Entries, Ticket Assignments, Ticket Requesters, Ticket Watchers, SLA Policies, Ticket Comments, Ticket Attachments, Canned Responses, Ticket Templates, Contracts, Automation Rules, Recurring Tickets, Knowledge Base Articles, and Contract Time Usage — enough to build reports like tickets by engineer, contract hours-bank usage by company, or average CSAT rating by comment type, all without leaving Ticketing. Pick a data source, choose grouping and metrics, add filters, and save it as your own named report.
Once a custom report is saved, click Schedule on it to set up recurring delivery:
- Choose the frequency — daily, weekly, or monthly
- Add any number of recipient email addresses
- Pick the file format (Excel or CSV)
The report runs automatically on schedule and lands in every recipient's inbox — no one needs to log in to Plenix to get the numbers.
Where this fits platform-wide
The main Reports hub (in the top-level navigation) has a Directory tab linking to every module's own Reports page like this one, plus a tenant-wide Scheduled Reports tab listing every recurring report delivery across the whole business in one place.
Where to go next
- How Reports & Analytics Works — the platform-wide Reports hub
- How Ticketing Works
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