Specific attributes found in the ticket stages report

1. Request ID: Zoho Desk identifies and distinguishes tickets using a unique reference number called a ticket ID
   
2. Contact name: The name of the contact associated to the ticket
3. Owner during event: The owner during the ticket transition
   
4. Status during event: The status during the ticket transition
   
5. Team during event: The assigned team during the ticket transition
   
6. Event start time: The event's start time
   
7. Event end time: The event's end time
   
8. Duration: The time taken for each ticket stage to transition from one stage to the other
   
9. Duration (Business hours): The time taken for each ticket stage to transition from one stage to the other in business hours
   
10. Modified by: The ticket modified by
    
11. Current owner: The owner of the ticket
    
12. Current Status: The status of the ticket
    

Benefits of using this report

Improved visibility into the ticket journey

The report displays every status change and ownership transfer for tickets, making it easier to understand the complete journey of each support request as it progresses through stages such as Open, On Hold, In Progress, to Resolved or Closed. This visibility facilitates the diagnosis of workflow inefficiencies and the identification of process bottlenecks.

Bottleneck identification and process optimization

By tracking the time spent at each stage and highlighting frequent delays or high rates of ticket reassignment, the report helps managers identify trouble spots, such as prolonged status transitions or agents being overwhelmed by escalations. This information provides actionable insights to optimize workflows, refine triage criteria, and adjust ticket assignments for smoother operations.

Enhanced SLA and response time management

The ticket stages report supports improved service level agreement (SLA) adherence and first response time (FRT) measurement by exposing where tickets are delayed and how effectively agents handle transitions. This helps teams meet their performance targets and consistently deliver faster support resolutions.

Continuous workflow improvement

By regularly analyzing stage transitions and ticket histories, support organizations can refine assignment logic, triage processes, and escalation rules to shorten resolution times and provide a better customer experience.

Conclusion

In summary, the ticket stages report is an essential tool in Zoho Desk for diagnosing support workflow issues, optimizing team performance, and ensuring prompt, adequate customer support through enhanced visibility and analytics.

Please stay tuned for more in the Desk Reports series.

Regards,

Kavya Rao