Reporting on users and organisations

Reporting by customer and by organisation. The numbers are only as good as the organisation data behind them.

Reporting by customer and by organisation. The numbers are only as good as the organisation data behind them.

Build one

1. Open a report on the ticket dataset.
2. Group by organisation, or by requester.
3. Add a metric: tickets, or a time measure.
4. Filter to a period.

Organisation reporting is the useful one

Which customers generate the most contact, where times are worst, who is escalating. That is account management information, and it usually exists nowhere else.

Unassigned users break it

Every customer not linked to an organisation falls outside the breakdown. Where a third of your users have no organisation, an organisation report describes two thirds of reality without saying so.

Check that number first. It is often larger than anybody expects.

Grouping by individual customer hits limits

Thousands of requesters means thousands of rows, and the report truncates. Filter to a segment, or group by organisation, and use individual-level detail only for a specific question.

Volume is not value

The customer raising most tickets may be your largest account using the service properly, or a small one struggling. Volume next to their size or spend is the comparison that means something.

Custom fields on organisations are the good ones

Segment, plan, region, account manager. They are maintained deliberately rather than filled in under time pressure, which makes them more reliable than most ticket fields.

Watch what this reveals

Reports naming individual customers get shared. Decide who should see them before putting one on a dashboard several teams can open.

See also

• Reporting on custom fields
• Can I report on the email domain of users
• Managing access to Explore