9.1 Enhancements for Help Desk (GetHelp) Release

Frontline Education is pleased to announce the latest enhancements for Help Desk (GetHelp), which includes custom reporting (beta) and improved prompt language.

Release Overview

Highlights include:

• Custom Reporting (Beta)
• Improved Prompt Language - “How may we help you?”

Custom Reporting (Beta)

The Custom Reporting (beta) feature is designed to give districts greater control over how they access and analyze Help Desk data. By moving beyond static, preconfigured reports, this new functionality allows users to build custom reports that align with their specific workflows, information needs, and decision-making processes.

Whether you are a technician tracking resolution metrics or an administrator identifying trends across service groups, custom reporting enables more targeted insights—without the need for IT or vendor intervention. With a familiar and intuitive interface, custom reporting puts the power of flexible, self-service reporting directly into your hands.

Introduction

Help Desk version 9.1 introduces Custom Reporting (beta), available to all Help Desk Management customers. This first release (beta) gives users the ability to create, customize, and manage private reports with a flexible drag-and-drop builder while we continue to expand sharing and management features. This is the first step in providing greater reporting flexibility to support district workflows and data analysis needs.

Known Limitations in Beta

• Private reports only – Reports are only visible to the user who created them; sharing is not yet supported.
• 15-field limit – Maximum total across all four quadrants ("Filters," "Columns," "Rows," and "Values").
• One quadrant per field – A single field can appear in only one quadrant at a time (e.g., “Resolved On” cannot be used in both "Filters" and "Columns").
• Report names are permanent – Report names cannot be edited once saved. Use "Save As" to create a renamed copy.
• No delete/archive – Saved reports cannot be deleted or archived. This is a known limitation and planned for a future release.
• Limited field availability – Certain fields are currently not available in the beta (e.g., attachments, private notes, detailed time tracking). See “Fields Not Available in Beta” for the full list.
• No report sharing or scheduling – Functionality such as sharing, scheduled delivery, and deleting a report will be included in future updates.
• Browser support limited – Custom Reporting (beta) is supported on Google Chrome, Safari, and Microsoft Edge. Firefox is not supported at this time.
• If a district has only one custom field, the "Custom Fields" grouping will not appear in the field selector. Instead, the single custom field will be listed at the bottom of the available fields list, outside of any grouped category.

Why “Beta”?

This label lets us release working functionality now while we:

• Gather real-world feedback on usability and performance.
• Finish features such as report sharing, name editing, and field limitations.
• Tune load times on very large datasets.

User Permissions

In this release, the "Analytics Permissions" section in "Roles Management" has been renamed to "Reporting." Under the new "Reporting" heading you will now find two permissions: "View Analytics Page" and "Create Custom Reports."

Before users access the new "Custom Reporting" page, make sure their roles include this reporting permission.

Reporting Permissions

Default Behavior for Service Admin

As a Service Admin user, you will automatically have access to both "View Analytics" and "Custom Reporting." This permission for Service Admin cannot be edited/removed.

Default Behavior for Technicians

If you are using the Default Service Technician role, both permissions are enabled by default with the version 9.1 update. This means technicians will automatically be able to access the analytics page and build custom reports, unless custom roles have already been applied.

Custom Roles (Admin Action Required)

If your district has created custom roles or modified permissions, the new custom reporting permissions will not be automatically turned on. If the permissions are disabled, the "Reporting" top navigation will be hidden. If one permission is disabled, that option will be hidden from the drop-down.

To enable Service Technicians to access custom reporting:

1. Go to Admin > User Management > Roles.
2. Click Edit for the relevant user role you want to enable access to custom reporting.
3. Scroll to the "Reporting" section (formerly "Analytics Permissions").
4. Check the box for Create Custom Reports.
5. Click Save.

Reporting - Top Navigation

In version 9.1, the "Analytics" button in the top navigation has been renamed "Reporting" to reflect our expanded reporting capabilities. When you click "Reporting," you will see two options: "Analytics" and "Custom Reporting."

• Analytics – Preserves all existing reporting functionality. Select "Analytics" to open the familiar list of prebuilt (canned) dashboards and reports, with the same ability you have always had to edit and save them.
• Custom Reporting – New version 9.1 feature. Select "Custom Reporting" to view the "Custom Reporting" grid, where you can access, build, and manage fully personalized reports based on your Help Desk data.

Custom Reporting - Saved Reports Grid

Select "Custom Reporting" from the "Reporting" tray in the top navigation to view the "Custom Reporting Saved Reports" grid—your personal space for accessing and managing the reports you have built.

• If you have not saved any reports yet, the grid shows “No records available.”
• Once you save reports, they will be listed here in alphabetical order.

Grid Features

You can sort and filter your reports using each column header in the grid:

• Name
• Date Created
• Last Modified

Things to Know About Saved Reports

• Reports are private: All saved reports are tied to the individual user who created them. They cannot currently be shared with other users in your district (this is being considered for a future release).
• Report names are permanent: Once saved, a report’s name cannot be edited. To rename a report, open it, make any desired changes, and use Save As to create a new version under a different name.
• No deletion or archiving (yet): At this time, reports cannot be deleted or archived. This is a known limitation and is under review for a future enhancement.

Create New Report

Users can now create customized reports using a streamlined interface that supports:

• Field Selection: Choose from a list of Asset Management fields, custom fields, and ticket fields.
• Dynamic Configuration: Configure filters, columns, rows, and values using a responsive interface with lazy loading to support performance.
• Field Limit: A maximum of 15 fields can be selected per report. If more are selected, users will be prompted to reduce the selection.
• Timeframe Default: Reports will default to display data from the previous 7 days (Monday through Sunday), unless the user selects a custom date range.

When you click Custom Reporting and choose Create New Report, you will enter the Report Builder.

The Report Builder is the main workspace where you define what data appear in your report and how they are organized. The builder is divided into fields you can drag and drop into four key quadrants: "Filters," "Columns," "Rows," and "Values."

• Click Cancel to exit back to the "Custom Reporting" page.
• Use the Apply button to preview results. No changes are committed until you click Save As.

Understanding Fields

Choose from a list of Asset Management fields, custom fields, and ticket f/ields.

Asset Management Fields

• Manufacturer
• Model
• Product Name
• Product Type
• Serial Number
• Tag Location
• Tag Number
• Tag Site
• Tag Status

Custom Fields

All available custom fields (created by the district) based on district configuration will appear in alphabetical order and are selectable.

Ticket Fields

• Assigned Technician
• Followers
• Last Edited
• Last Edited By
• Last Routing Rule
• Priority
• Problem Type
• Resolution Notes
• Resolved By
• Resolved On
• Room
• SLA Target Date
• Service Groups
• Site
• Source
• Status
• Summary
• Submitted By
• Submitted On
• Ticket Active
• Ticket Number
• Time Tracked (In hours)
• Time Tracked (In Minutes)

Searching for Fields

When you are building a report, you no longer have to scroll through long lists of fields—just click the Search (magnifying glass) icon at the top of the "Fields" panel.

Start typing the name you need and the list will filter in real time to show only matching fields.

Once you see the field you want, simply check its box (or drag it into your quadrant) to add it to your report.

To clear your search and see all fields again, click the Delete (X) icon in the search box.

All Fields: Expand All & Collapse All

Users can easily manage field visibility when building reports using the "Expand All" and "Collapse All" options in the "Fields" panel.

• Expand All: Displays all available fields under each category, making it easier to browse and locate what you need.
• Collapse All: Hides the fields and shows only the category headers, reducing visual clutter once you have selected your fields.

These options provide better navigation and control, especially when working with long or complex field lists.

Understanding Configuration Options

Configure filters, columns, rows, and values using a responsive interface that lazy-loads data for top performance.

Key Rules and Limitations of the Quadrants

• Each field can only be used in one quadrant at a time. For example, “Resolved On” can appear in "Filters" or "Columns," but not both simultaneously. Some fields—such as “Submitted On”—may be permitted in multiple quadrants depending on report logic.
• The 15-field limit applies across the entire report—this includes "Filters," "Columns," "Rows," and "Values."
• Use the Apply button to preview results. No changes are committed until you click Save or Save As.

Report Filters

Report filters control which records are included in your report. They are used to narrow down your data based on criteria that matter to you. You can see on the “All Fields” side panel which fields are selected by their checkmark. In order to build a report, the quadrant needs to have a minimum of one field in "Rows," "Columns," and "Values." If they do not have a field in one of those quadrants, a report will not render.

Default Setup

All new reports default with a “Submitted On” filter set to show tickets for the previous 7 days (Sunday–Saturday). When you want to change the date, you can do that per report on the top of the report through the “Date Range” options or on the grid with the “Submitted On” filter.

How to Use

• Drag one or more fields into the Report filters quadrant.
• Define your filtering criteria by clicking on the gear or filter icon next to your filter preset name on the report grid (e.g., Priority = High; Site = Lincoln Middle School, Keller Middle School, Williams Middle School).
• “Submitted by” is a required report filter and is saved on the backend. When building your report, you will not see the field in report filters until after you run the report for the first time.
• Adding a field to report filters is not required because "Submitted by" is in the report filters in the backend.
• You can drag directly within the quadrant to reorder row fields.
• Double-click a field to remove it from the quadrant.

Useful Report Filter Fields

• Assigned Technician
• Custom Fields (such as "Department" or "Location Type")
• Priority or Status
• Site, Room, or Service Group
• Submitted On or Resolved On

Columns

Columns group your data into vertical categories based on a field’s unique values—perfect for at-a-glance, side-by-side comparisons.

When to Use

Use columns whenever you want to evaluate differences across a data point.

How to Use

• Drag a field into the Columns quadrant; the report will create one column per unique value.
• This is not a required quadrant to add a field in.
• You can drag directly within the quadrant to reorder row fields.
• Double-click a field to remove it from the quadrant.

Useful Column Fields

• Site (displays a separate column for each site)
• Status (compare ticket statuses across rows)

Rows

The "Rows" quadrant defines how your data are grouped down the left-hand side of the report. Rows break out records into horizontal groups so you can drill into specific categories.

When to Use

Use the "Rows" quadrant when you want to organize data in a hierarchical or tiered format, such as grouping tickets by technician, then by issue type. Fields added to "Rows" are grouped in the order added. You can drag fields to reorder them and control nesting.

How to Use

• Drag one or more fields into the Rows quadrant; the report will display one row per unique value and nest additional fields as subgroups.
• You can drag directly within the quadrant to reorder row fields.
• Double-click a field to remove it from the quadrant.
• There is no limit to the number of nested row levels, as long as your total number of fields stays within the 15-field maximum across all quadrants.

Useful Rows Fields

• "Assigned Technician" – View ticket counts by technician
• "Problem Type" – See breakdowns of issue types by group or site

Values

The "Values" quadrant determines what is calculated or summarized in your report, such as totals or distinct counts.

When to Use

Use "Values" when you want to measure or summarize records. Most users use this area to show the count of tickets.

How to Use

• Drag a field (such as "Ticket Number") into the Values quadrant.
• Choose the aggregation type ("Count," "Count Distinct," etc.) by clicking on the equation symbol to the right of your field name.
• You can drag directly within the quadrant to reorder row fields.
• Double-click a field to remove it from the quadrant.
• There is no limit to the number of nested row levels, as long as your total number of fields stays within the 15-field maximum across all quadrants.

Aggregation Options

Basic Aggregates

• Count: Tallies the total number of records, including duplicates
• Distinct Count: Counts only unique values in the selected field. Example: Number of different technicians assigned
• Sum: Adds up all numeric values in the selected field. Example: Total time tracked (if available)
• Average: Calculates the mean value of a numeric field. Example: Average resolution time
• Min: Displays the lowest value in the field. Example: Earliest submission date or shortest duration
• Max: Displays the highest value in the field. Example: Latest update or longest resolution time

Percentage-Based Aggregates

• % of Grand Total: Shows each value as a percentage of the overall total
• % of Column: Compares each value to the total of its column
• % of Row: Compares each value to the total of its row
• % of Parent Column Total: Calculates the percentage each value contributes to its grouped column parent

Change & Trend Aggregates

• Index: Generates a relative ranking or score to compare values contextually
• Difference of Column: Shows the change in value between the current and previous column entry
• Difference of Row: Shows the change in value between the current and previous row entry
• % of Difference of Column: Shows percentage change between adjacent column values
• % of Difference of Row: Shows percentage change between adjacent row values
• Running Totals of Column: Adds values cumulatively across the column, from left to right
• Running Totals of Row: Adds values cumulatively down the row, from top to bottom

Useful Values Fields

• Ticket Number (Count): Shows number of tickets per combination of "Rows" and "Columns"

Add Calculated Value

The Calculated Value feature allows you to create custom metrics by applying mathematical and logical operations to your data fields. This enables a deeper analysis by generating specific insights tailored to your needs, such as combining, comparing, or transforming existing data points. Using calculated values enhances your reporting capabilities, providing more precise and meaningful metrics for informed decision-making.

Recap: Key Rules to Remember

• A field can only appear in one quadrant at a time.
• The 15-field maximum includes all four quadrants.
• Click Apply to preview; changes are only saved when Save or Save As is selected.

Preview and Customize

After you have clicked Apply, your report will generate a live preview. This is your opportunity to review layout, data formatting, and visualizations before committing changes.

Date Range (top of page)

The "Date Range" selector lets you define the time period for the data shown in your report. This feature offers both preset options for quick filtering and custom date entry for precise analysis.

At the top of the report preview, you will see two options for setting your date range:

• Custom Range: Select exact start and end dates using the date picker fields.
• Default Setup: All new reports default to a “Submitted On” filter set to show tickets for the previous 7 days (Sunday–Saturday). When you want to change the date, you can do that per report on the top of the report through the “Date Range” options or on the grid with the “Submitted On” filter.
• Preset Time Frames: Choose from a drop-down list of commonly used periods (e.g., "This Week," "Last Month," "This Year").

Custom Range Entry

Manually enter or select a start date and end date for any custom timeframe.

1. Click the radio button next to the date fields.
2. Enter or select the start and end dates.
3. Click Run to refresh the report preview.

Preset Time Frame Options

From the "Time Frame" drop-down, you can choose from:

• Today
• Yesterday
• This Week
• Last Week
• This Month
• Last Month
• This Quarter
• Last Quarter
• This Year
• All Time

1. Click the radio button next to the time frame option.
2. Select the time frame from the drop-down.
3. Click Run to refresh the report preview.

Grid (top left of report preview)

The grid view displays your report data in a structured table format and is the default layout for new reports. It is ideal for analyzing totals, trends, and groupings across rows and columns.

Report Filter

Filters appear just above the table. In the example shown, “Submitted On” is the selected filter. Click the filter name (e.g., “Submitted On”) to open the menu and apply changes.

Sort by Any Column

Users can click on any column header to sort ascending or descending. This helps quickly identify top/bottom performers or trends (e.g., highest time tracked, most tickets submitted).

Expand/Collapse Hierarchies

If your report uses nested rows or columns (e.g., Site → Room or Priority → Status), users can:

• Click the + / – icons in the grid to expand or collapse grouped sections.

This provides an easy way to view summary-level data without losing detail.

Right-Click Options

Depending on configuration, right-clicking on a cell may offer:

• Filter by value
• Drill down
• Exclude value

Use Grid Calculations

In the grid view, you can highlight one or more cells to automatically calculate sums, averages, and counts. These quick calculations appear at the bottom of the grid in a gray highlight bar and can be used for instant data validation or analysis without additional configuration.

Charts (top left of report preview)

Click the Charts button to switch from grid view to visual charts. Available chart types include:

• Column
• Bar
• Line
• Scatter
• Pie
• Stacked Column
• Column Line
• Multiple Values

Below is an example of the chart option, showing how dynamic a report can be.

Format (top left of report preview)

Click Format to open cell-level and conditional formatting options. This allows you to:

• Set text alignment, decimal formatting, and currency symbols
• Choose how null, negative, or percentage values appear
• Format cells based on specific rules or thresholds

Format Cells

• Align text left, right, or center
• Set number of decimal places
• Add thousands/decimal separators
• Apply currency or percent formatting

Conditional Formatting

Use conditional formatting to highlight cells that meet specific criteria, such as coloring high or low values or emphasizing performance thresholds.

Below is an example of conditional formatting applied to the report preview, where values above 100 are green and bold, whereas values below 75 are red and italicized.

Export (top left of report preview)

Download your report in various formats to share or archive your data.

• Print
• Export to CSV
• Export to Excel
• Export to PDF
• Export to Image

Options (gear icon, top right of report preview)

Customize how data appears in the grid layout with controls for grand totals, subtotals, and layout style.

Grand Totals

• Do Not Show Grand Totals – Hides the grand totals for the entire dataset
• Show Grand Totals (default) – Shows totals for both rows and columns
• Show for Rows Only – Shows totals for rows, not columns
• Show for Columns Only – Shows totals for columns, not rows

Layout

• Compact Form (default) – Space-efficient layout; data are nested
• Classic Form – Tabular layout for easier comparison
• Flat Form – Ungrouped layout for raw data review

Subtotals

• Do Not Show Subtotals – Removes all subtotals
• Show Subtotals (default) – Displays subtotals for grouped data
• Show for Rows Only – Subtotals only for grouped rows
• Show for Columns Only – Subtotals only for grouped columns

Click Cancel to exit back to the "Report Preview" page to review results.

Use the Apply button to preview results. No changes are committed until you click Save or Save As.

Fullscreen (top right of report preview)

Expands the report preview to the full height and width of the screen. Press Esc on your keyboard to exit or click Minimize (which replaces the fullscreen icon when in fullscreen mode).

Saving a Report

Once you have configured your custom report, you can save your work before exiting the report builder. Here is how saving works and what to keep in mind. There is no limit to the number of saved reports per user at this time.

Saving a Report for the First Time

• Clicking Save for the first time acts as a "Save As" function.
• You will be prompted to enter a name for your report.

Editing a Saved Report

Once a report is saved, you can edit the fields and save the report with new fields and configurations. It will be saved under the same name if you click “Save.” If you choose “Save As,” it will save as a new report. If you click “Done” before saving, all edits will be lost.

Naming Restrictions

Avoid using characters that conflict with system or browser safety standards. The following special characters are not allowed in report names: < > / \ & % # { } [ ] | ^ ~ ` " ' ; : ? * +

If your report name contains any of these, the system will prompt you to remove them before saving.

Using “Save As” After Saving

Once a report has been saved, clicking Save As creates a new copy of the report under a different name.

This is useful when making small adjustments to an existing report without overwriting the original.

Best Practices and Tips

• Use clear report names: When saving reports, use a naming convention that reflects the purpose or key filters. This makes the report easier to find later.
• Limit field count thoughtfully: Prioritize essential fields to stay within the 15-field limit. This helps maintain performance and improves overall usability.
• Update timeframes as needed: Although the default range is the past 7 days, updating the date range to align with your needs will ensure the data are relevant.
• Leverage familiarity: The report builder is designed to resemble other commonly used views (such as the "All Tickets" grid). This reduces learning curves and speeds up onboarding.
• Check permissions: Ensure that users assigned to build or edit reports have the appropriate role permissions. Saving and editing reports may be restricted based on user access.

Example Reports

Report Title: Summary of All Open and Recently Resolved High Priority Tickets Submitted by Technicians in the Past 30 Days by Site and Problem Type with Time Tracked Totals

Purpose: Monitor urgent, technician-submitted issues that are still open or were recently resolved. Use this report to assess workload and identify trends by location and issue type, with effort estimated via total time tracked.

Suggested Report Setup

• Rows: Site, Problem Type
• Columns: Status (Open, Resolved), Submitted By
• Filters: Priority = High or Critical, Submitted On = Last 30 days, Submitted By = Technicians only (if roles are distinguishable)
• Values: Count(Ticket Number), Sum(Time Tracked)

Report Title: Device Failure Trends

Purpose: Identify recurring issues tied to specific manufacturers or product models. Inform purchasing, vendor negotiation, or warranty-related actions.

Suggested Report Setup

• Rows: Manufacturer, Product Name, Model
• Columns: Problem Type
• Values: COUNT(Ticket Number), AVG(Time Tracked)
• Filters: Tag Status, Tag Site

Report Title: Location-Based Issue Analysis

Purpose: Identify sites or rooms with frequent issues or unreliable assets. Use this data to inform preventative maintenance or replacement strategies.

Suggested Report Setup

• Rows: Site, Room, Product Name
• Columns: Problem Type
• Values: COUNT(Ticket Number)
• Filters: Tag Status = Active, Submitted On

Report Title: Technician Workload Distribution

Purpose: Evaluate technician performance and ticket load. Use this view to support reassignments or staffing decisions.

Suggested Report Setup

• Rows: Assigned Technician
• Columns: Status, Priority
• Values: COUNT(Ticket Number), SUM(Time Tracked)
• Filters: Service Groups, Submitted On (last 30 days)

Report Title: Ticket Volume Over Time

Purpose: Visualize trends, spikes, and seasonal shifts in ticket volume. Helps with resource planning and staff training decisions.

Suggested Report Setup

• Rows: Submitted On (group by week or month)
• Columns: Status or Source
• Values: COUNT(Ticket Number)
• Filters: Service Groups, Problem Type, Site

Fields Not Yet Available in Beta

The following fields and areas are not currently supported in the Custom Reporting (beta) release. These items will be evaluated for inclusion in future releases.

• Dashboard data or visualizations
• Public Comments
• Private Notes
• Ticket History
• Attachments
• Time Tracked (Detailed Entries) – You are not able to report on individual time entries per technician.
• Parts Usage or Management
• “Site Type” field under device details

What’s Coming Next

Custom Reporting (beta) is part of a multiphase rollout. The following enhancements are already being planned:

• Report Sharing
• Asynchronous Report Generation
• Scheduled Report Delivery via Email

These features will expand the usability and flexibility of the reporting tool, enabling wider adoption across teams and districts.

Improved Prompt Language – “How may we help you?”

On the ticket submission screen, the prompt previously labeled “What seems to be the problem?” has been updated to “How may we help you?”

This change appears on the "Problem Types" page in both the "User Portal" and the "Service Desk."

This simple wording update creates a more welcoming tone and reflects a service-first mindset, helping users feel supported from the very first click.

Support and Training Resources

To support successful adoption of Custom Reporting, the following materials will be made available through your Frontline administrator or district training channels:

• Video walkthroughs
• Sample report templates

As this beta evolves, we welcome your feedback. For any issues or questions about the new feature, please contact your system administrator or submit a ticket via Frontline Help Desk Support.

Previous Releases

The following are release notes for prior releases.