<style>p { margin: 0 0 10px; }h1, h2, h3 { margin: 20px 0 10px; }h4, h5, h6 { margin: 10px 0 10px; }</style><p>The following reports are available out of the box, they can be added to your instance from the reporting online repository. The online respository can be found in your Halo instance under Reporting &gt; Online Repository. Many more reports are available in the repository, but here we outline key ones that can be utilised for service desk incidents.</p> <h1 id="reports-and-charts">Reports and Charts</h1> <p>The filters in <em>italics</em> are not required.</p> <h2 id="ticket-reports">Ticket Reports</h2> <h3 id="number-of-incidents-incidents-by-channel-fixed-period">8.04 Number of Incidents - Incidents by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</li> </ul> <h3 id="number-of-incidents-incidents-by-channel-trend-by-month">8.04 Number of Incidents - Incidents by Channel (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Ticket Totals</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>Email (Source)</li> <li>Phone (Source)</li> <li>Web (Source)</li> <li>Other (Source)</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="number-of-service-requests-service-requests-by-channel-fixed-period">8.05 Number of Service Requests - Service Requests by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</li> </ul> <h3 id="number-of-service-requests-service-requests-by-channel-trend-by-month">8.05 Number of Service Requests - Service Requests by Channel (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Ticket Totals</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>Email (Source)</li> <li>Phone (Source)</li> <li>Web (Source)</li> <li>Other (Source)</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="average-time-to-respond-to-an-inbound-query-ticket-by-channel-fixed-period">8.06 Average Time to Respond to an Inbound Query - Ticket by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Respond (Decimal)</li> <li><strong>Order By:</strong> Time to Respond (Decimal)</li> </ul> <h3 id="average-time-to-respond-to-assigned-incidents-incidents-by-channel-fixed-period">8.07 Average Time to Respond to Assigned Incidents - Incidents by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Respond (Decimal)</li> <li><strong>Order By:</strong> Time to Respond (Decimal)</li> </ul> <h3 id="average-time-to-respond-to-assigned-service-requests-service-requests-by-channel-fixed-period">8.08 Average Time to Respond to Assigned Service Requests - Service Requests by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Respond (Decimal)</li> <li><strong>Order By:</strong> Time to Respond (Decimal)</li> </ul> <h3 id="abandon-rate-live-chats-trend-by-month">8.09 Abandon Rate - Live Chats (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Live Chats</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> First Message Month</li> <li><strong>Y Axis:</strong> Abandoned</li> <li><strong>Order By:</strong> First Message Month</li> </ul> <h3 id="average-time-to-resolve-incidents-not-resolved-on-first-contact-fixed-period">8.10 Average Time to Resolve Incidents Not Resolved on First Contact (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em>, 'First Time Fix' includes (0)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-time-to-fulfil-requests-not-fulfilled-on-first-contact-fixed-period">8.11 Average Time to Fulfil Requests Not Fulfilled on First Contact (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request, Change Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em>, 'First Time Fix' includes (0)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="first-contact-incident-resolution-rate-fixed-period">8.12 First Contact Incident Resolution Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> First Time Fix</li> <li><strong>Order By:</strong> First Time Fix</li> </ul> <h3 id="first-contact-request-fulfilment-rate-fixed-period">8.13 First Contact Request Fulfilment Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request, Change Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> First Time Fix</li> <li><strong>Order By:</strong> First Time Fix</li> </ul> <h3 id="first-level-incident-resolution-rate">8.14 First Level Incident Resolution Rate</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Team Not Changed (Int)</li> <li><strong>Order By:</strong> Team Not Changed (Int)</li> </ul> <h3 id="first-level-request-fulfilment-rate-fixed-period">8.15 First Level Request Fulfilment Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Team Changed</li> <li><strong>Y Axis:</strong> Team Changed</li> <li><strong>Order By:</strong> Team Changed</li> </ul> <h3 id="re-opened-incident-rate-fixed-period">8.16 Re-opened Incident Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Re-Opened</li> <li><strong>Y Axis:</strong> Re-Opened</li> <li><strong>Order By:</strong> Month Created</li> </ul> <h3 id="re-opened-service-request-rate-fixed-period">8.17 Re-opened Service Request Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Change Request, Service Request)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Re-Opened</li> <li><strong>Y Axis:</strong> Re-Opened</li> <li><strong>Order By:</strong> Month Created</li> </ul> <h3 id="incident-backlog-management-fixed-period">8.18 Incident Backlog Management (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'Status' does not include (On Hold, User Hold, Closed), 'ITIL Type' includes (Incident)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category</li> <li><strong>Y Axis:</strong> Count</li> <li><strong>Order By:</strong> Status</li> </ul> <h3 id="service-request-backlog-management-fixed-period">8.19 Service Request Backlog Management (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'Status' does not include (On Hold, User Hold), 'ITIL Type' includes (Change Request, Service Request)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category</li> <li><strong>Y Axis:</strong> Count</li> <li><strong>Order By:</strong> Status</li> </ul> <h3 id="percentage-of-hierarchic-escalations">8.20 Percentage of Hierarchic Escalations</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Hierarchic Reassign</li> <li><strong>Order By:</strong> Hierarchic Reassign</li> </ul> <h3 id="percentage-of-functional-escalations">8.21 Percentage of Functional Escalations</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Functional Reassign</li> <li><strong>Order By:</strong> Functional Reassign</li> </ul> <h3 id="number-of-reassignments">8.22 Number of Reassignments</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Team Reassign Count</li> <li><strong>Order By:</strong> Team Reassign Count</li> </ul> <h3 id="average-incident-resolution-time-by-priority-incidents-by-priority-fixed-period">8.23 Average Incident Resolution Time by Priority - Incidents by Priority (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Priority</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-request-fulfilment-time-by-priority-request-by-priority-fixed-period">8.24 Average Request Fulfilment Time by Priority - Request by Priority (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Change Request, Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Priority</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-incident-resolution-time-by-category-incidents-by-category-fixed-period">8.25 Average Incident Resolution Time by Category - Incidents by Category (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category Root</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-request-fulfilment-time-by-category-request-by-category-fixed-period">8.26 Average Request Fulfilment Time by Category - Request by Category (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Change Request, Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category Root</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="comparison-of-service-level-targets-to-performance-resolution-sla">8.27 Comparison of Service Level Targets to Performance - Resolution SLA</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> SLA</li> <li><strong>Y Axis:</strong> SLA Resolution Met</li> <li><strong>Order By:</strong> SLA Resolution Met</li> </ul> <h3 id="comparison-of-service-level-targets-to-performance-response-sla">8.27 Comparison of Service Level Targets to Performance - Response SLA</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> SLA</li> <li><strong>Y Axis:</strong> SLA Response Met</li> <li><strong>Order By:</strong> SLA Response Met</li> </ul> <h3 id="service-desk-knowledge-usage-views-by-agents-trend-by-month">8.28 Service Desk Knowledge Usage - Views by Agents (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (Agent)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Month</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Month</li> </ul> <h3 id="service-desk-knowledge-usage-views-by-agents-trend-by-week">8.28 Service Desk Knowledge Usage - Views by Agents (Trend by Week)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (Agent)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Week (WC)</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Week (WC)</li> </ul> <h3 id="customer-facing-knowledge-usage-views-by-users-trend-by-month">8.29 Customer Facing Knowledge Usage - Views by Users (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (User)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Month</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Month</li> </ul> <h3 id="customer-facing-knowledge-usage-views-by-users-trend-by-week">8.29 Customer Facing Knowledge Usage - Views by Users (Trend by Week)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (User)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Week (WC)</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Week (WC)</li> </ul> <h3 id="service-desk-knowledge-quality-and-effectiveness">8.30 Service Desk Knowledge Quality and Effectiveness</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base (Breakdown)</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>Agent Positive</li> <li>Agent Negative</li> <li>Agent Views</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="customer-facing-knowledge-quality-and-effectiveness">8.31 Customer Facing Knowledge Quality and Effectiveness</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base (Breakdown)</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>User Positive</li> <li>User Negative</li> <li>User Views</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="total-cost-of-service-delivery-fixed-period">8.34 Total Cost of Service Delivery (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Labour Cost</li> <li><strong>Order By:</strong> Labour Cost</li> </ul> <h3 id="average-cost-per-incident-by-channel-fixed-period">8.35 Average Cost per Incident by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Labour Cost</li> <li><strong>Order By:</strong> Labour Cost</li> </ul> <h3 id="average-cost-per-service-request-by-channel-fixed-period">8.36 Average Cost per Service Request by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Labour Cost</li> <li><strong>Order By:</strong> Labour Cost</li> </ul> <h3 id="periodic-customer-satisfaction-measurement-trend-by-month">8.40 Periodic Customer Satisfaction Measurement (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Feedback</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> Satisfaction Metric</li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="event-based-customer-satisfaction-measurement">8.41 Event-Based Customer Satisfaction Measurement</h3> <ul> <li><strong>Data Source:</strong> 💾 Feedback</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Satisfaction Metric</li> <li><strong>Order By:</strong> ITIL Type</li> </ul> <h3 id="complaints-suggestions-and-compliments-fixed-period">8.42 Complaints, Suggestions and Compliments (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Feedback</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Score</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</li> </ul> <h3 id="problem-records-created-through-proactive-problem-management">8.43 Problem Records Created Through Proactive Problem Management</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'Source' does not include (Email, Chat, Web, Manual - Phone, Manual)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</li> </ul>