You can create a detailed, non-multi report to track the requests you need.

To create a report, follow these steps:
Go to Menu/ Report/ Insights/ Add new insight.

(1) Enter the report name.

(2) Report date range: 24 hours, 3 days, 7 days, 30 days, or a custom range (between 1 and 90 days).

(3) Reporting time: The time range within a day (from hour → to hour).

(4) Group by: Data can be grouped by day, employee, or time slot. The report will display data differently depending on the selected grouping.

(5) Multi-level reporting: Choose between hierarchical or non-hierarchical reporting:

• Non-hierarchical reporting: Only one condition layer

• Hierarchical reporting: Includes additional sub-conditions(see guide here)

(6) Displayed report column names.

(7) Reported data based on request creation time, resolution time, or response time.

(8) Data column conditions: Specifies the criteria for tickets included in the report.