Tickets (By Service)

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Which products carry the support load: a share by service type, plus a register you can sort, filter and download.

Opening the Screen

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

What Is on the Screen

The sheet has a masthead, three figures and two panels under them.

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 Three readings. Tickets for the period, Services for how many rows the register holds, Categories for how many service types appear.
Tickets by Service Type A ranked list over the five service types: hosting, domain, server, software and other services. Types with no tickets are left out.
Register The detailed table, with a service type filter, a search box, a download menu, a page size select and a pager.

The register columns

Service The product name. Domain tickets are collected under the extension, for example .com.
Category The service type the row belongs to, as a small badge.
Tickets All tickets opened for that service in the period. The table is sorted on this column, largest first.
Open Of those tickets, the ones still waiting for a reply or in progress.
Resolved Of those tickets, the ones already resolved.
Share The row's share of every ticket counted in the report. With the service type filter on, the share is worked out over the filtered rows instead, so the column adds up to 100% within the type you chose.

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.
All Service Types The select above the register. Optional; it starts on all types and narrows the table to one type.
Search The box next to the filter. It matches the service name only.

Tasks

Change the period

  1. Click the date field in the masthead and click two dates, or open the quick-range menu beside it and pick a ready range.
  2. Close the calendar (click outside it). The page reloads with the new period.
  3. Both the figures and the register are worked out again.

Narrow the register

  1. Open the select above the register and choose a service type, or type a name into the search box.
  2. The table answers at once. The service type you chose is kept in the address, so a refresh does not lose it.
  3. Click a column heading to sort by tickets, open or resolved.

Download the register

  1. Click the download icon at the right end of the register's control strip.
  2. Pick CSV, JSON or XML.
  3. The file holds every row your filter and search leave behind, not only the page on screen.

Download the whole sheet

  1. Click the Download as PDF button at the top right of the sheet.
  2. The file carries the figures, the ranked list and the register as you see them. Your logo and the period sit on it.
  3. The calendar, the filter and the pager stay out of the file.

Things to Watch

Only tickets attached to a service are counted

A ticket opened without picking a service belongs to no product, so it appears nowhere on this sheet. The Tickets figure here can sit well below the total on the support overview.

Domains are grouped by extension

Domain tickets are not listed one domain at a time. They are collected under their extension, so a single .com row can stand for many separate domains.

The type filter belongs to the register

Choosing a service type narrows the table only. The three figures and the ranked list above keep covering every type. While a filter is on, the two halves of the sheet will not add up, and the Share column changes base with them: it is read against the filtered rows, not against the report total.

Required Privileges

The whole screen sits behind a single privilege, WANALYTICS. Without it the page does not open. The download menu on the register also needs your privilege group to allow table exports.

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