Ticket reports

PropLink ships with a handful of standard ticket reports. They live under Reporting → Operational → Tickets.

Volume report

How many tickets came in, by week or month, broken down by:

• Site or estate.
• Category.
• Channel (admin app, ResidencePort, email, mobile).
• Reporter type (resident, contractor, staff).

Useful for staffing decisions and for spotting growth in particular categories.

SLA performance

Hit rate against first-response and resolution SLAs:

• Percent in SLA, percent breached.
• Trend over the last 12 months.
• Worst-performing category and site.

A red SLA hit rate is the earliest sign of operational stress.

Resolution time

Average and median time from creation to closure, broken down by category and priority. Useful for setting realistic expectations with clients.

Open backlog

The current open queue:

• Open by site, by category, by assignee.
• Aged buckets (less than 1 day, 1 to 7 days, 7 to 30 days, over 30 days).
• Unassigned tickets (which should be a low number).

The aged buckets are the report your operations director wants on Monday mornings.

Reporter satisfaction

If you have enabled the Was this helpful? rating on closure, the satisfaction report aggregates the ratings:

• Overall satisfaction percentage.
• Trend over time.
• Tickets with negative ratings (drilled down for review).

Custom views

Save any combination of filters as a view that lives under your team's dashboard:

1. Open the ticket list.
2. Apply filters: site, category, priority, status, assignee, age.
3. Click Save as view.
4. Name it and choose visibility (just me, my team, everyone).

Common saved views: My open tickets, Site Manager queue, Antisocial behaviour cases, VIP residents.

Exporting

Every report exports to Excel, CSV or PDF. Use scheduled exports under Reporting → Schedule to send the same view to a distribution list weekly.