Ticket Stages Report

From data to decisions: A deep dive into ticketing system reports

Ticket stages refer to the series of transitions from the moment a support ticket is created until it is closed. It moves through various stages based on the actions taken at each preceding stage. A standard ticket lifecycle in a support system may consist of the following phases:

Open: The ticket has been created and is awaiting initial review or action
On Hold: The ticket is temporarily paused, often awaiting further information from the customer, another department, or a third-party vendor
In Progress: The ticket is actively being worked on by a support agent or team
Escalated: The ticket has been moved to a higher level of support due to SLA breach, complexity, or other reasons
Completed: The ticket has been resolved and closed by the agent

What are ticket-based reports?

Ticket-based reports are summaries created from the data collected in a help desk ticketing system. These reports focus on various aspects of ticket management, providing insights into how customer support requests are handled and resolved. They typically include metrics such as ticket volume trends, response times, resolution times, ticket statuses, agent and team performance, and customer satisfaction scores.

Specific attributes found in the ticket stages report

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

The Zoho Desk Team