Tickets (By Client)

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Which clients open the tickets: the report sorts your whole client base into four activity bands, so you can see who needs extra attention.

Opening the Screen

Open WAnalytics from the menu, then pick Support → By Clients on the rail at the left. The address is {admin}/wanalytics/support/by-clients.

What Is on the Screen

The sheet has a masthead, four figures and one list.

Masthead Report name, the period it covers, the date field with its quick-range menu, and two buttons: Apply and Download as PDF. The small mark next to the title opens a one line summary of the report.

Figures Four readings across the top. None of them carry a comparison badge on this report.

Client Activity Distribution A ranked list of the four activity bands, each with its client count and its share.

The four figures

Tickets Total tickets opened by clients inside the selected period.

Ticket Openers How many different clients opened at least one ticket in the period.

Clients Every client record in the installation. This one is not limited by the period; it is the base the shares are measured against.

Most Active Clients in the top band, with the threshold printed under the number as 10+ tickets.

The four activity bands

A client lands in a band by how many tickets they opened in the selected period.

Most Active 10 tickets or more.

Moderately Active Between 5 and 9 tickets.

Less Active Between 1 and 4 tickets.

No Tickets Clients who opened nothing in the period. On most installations this is by far the largest band.

Fields

Date Range The period the ticket counts are taken from. Optional. Left empty, the last 30 days are used. The calendar offers today, yesterday, the last 7 and 30 days, this month and last month, plus a range you pick yourself.

Tasks

Change the period

Click the date field in the masthead and click two dates, or open the quick-range menu beside it and pick a ready range.
Close the calendar (click outside it). The page reloads and the bands are worked out again.
A wider period pushes clients up the bands, because the thresholds stay the same.

Download the sheet

Click the Download as PDF button at the top right of the sheet.
The file carries the figures and the band list as you see them, with your logo and the period on it.
The calendar and the buttons stay out of the file.

Things to Watch

The shares are measured against every client

The percentages in the list run against your whole client base, not against the clients who opened a ticket. That is why No Tickets usually takes almost the entire list. Compare the three active bands with each other, not with the total.

Tickets without a client account are outside this report

A ticket opened by a visitor with no account belongs to no client, so it is counted nowhere here. The Tickets figure can sit below the ticket count you see on other screens.

Required Privileges

The whole screen sits behind a single privilege, WANALYTICS. Without it the page does not open.

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