GSL Client Reporting

Total Tickets

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Avg Resolution

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Open Now

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Pending / On Hold

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Service Visits

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Tech Roll Required ▾

Weekly Ticket Volume

Root Cause Breakdown

Resolution Breakdown

Worst Performing Sites

Date range

	Unit Ref	Location	Format	Reported Issue	Tickets	Last Ticket
Connect to Load Data

Ticket Drill-Down ✕ Close

Ticket ID	Subject	Status	Location	Reported Issue	Created	Resolved In	SLA

Resolution Rate

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% Tickets Resolved in Period

Median Resolution

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Median (hrs)

Median First Reply

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Median (mins)

SLA Breaches

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XEN Policy

Breach Rate

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% Tickets Breached

Weekly Resolution Rate

Open & Pending Tickets — Oldest First

Ticket ID	Subject	Status	Location	Age (Days)	SLA Status
Connect to Load Data

Resolved Tickets — Resolution Time Detail

Ticket ID	Subject	Location	Resolved	Resolution Time	SLA Status
Connect to Load Data

Reports

Select a report to generate and export. Load ticket data first for accurate results.

Internal Operations

Weekly Ops Summary

Ticket volume, SLA breach rate, avg resolution time, open aging. For AMs and VP of Ops.

All clients · Excel + PDF

Repeat Fault Report

Locations with 3+ tickets in the period. Shows fault type breakdown and trend direction.

All clients · Excel + PDF

Open Ticket Aging

All open tickets bucketed by age: 0–7d, 7–14d, 14–30d, 30d+. Weekly internal review.

All clients · Excel + PDF

SLA Performance Summary

Breach rate, resolution time distribution, worst performing sites by SLA. Monthly review.

All clients · Excel + PDF

Client Reports

Custom Report Builder

Choose your date range, sections, and layout. Preview before exporting. GSL branded with optional client logo.

All clients · Excel + PDF + CSV

Saved Reports

Save custom report configurations and re-run them instantly. Schedule automatic delivery to clients.

Coming in phase 2

Issue Tracker — JIRA project: —

Pipeline

Click "Load Issues" to populate

Issues

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Issue Key	Summary	Status	Created	Updated	Age	Property
Click "Load Issues" above to load data

SLA Panel — JIRA project: —

From

Open Issues

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Unresolved

In Progress

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Being Worked

Resolved

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In Period

Avg Resolution

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Days

SLA Met

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Click to filter

SLA Breached

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Click to filter

Critical Zone

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Click to filter

Overview

Click "Load Issues" to populate

Issues

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Issue Key	Site Ref	Summary	Status	SLA	SLA Status	SLA Time	Depot	Address	Arrival On Site	ETA	Issue Category	Manufacturer	Resolved Status	Engineer	Age
Click "Load Issues" above to load data

Field Inspector

Ctrl+Shift+F to close

Zendesk Ticket Fields

These are the field IDs you use in the CF{} object. Pull a live ticket to see which fields have values for this client.

Field ID	Title	Type	Sample Value
Click Load Fields

JIRA Custom Fields

Only custom fields with a non-null value on this ticket are shown. Use to find the right field ID for a new client.

Field ID	Name	Value Preview
Enter an issue key and click Load Fields

CLIENT_PROFILE Snippet

After loading both ZD and JIRA fields above, click Generate to produce a CLIENT_PROFILE entry you can paste into the JS config.

// Load fields above then click Generate