Report Columns for Tickets - Explained
When you create a report on the tickets module, you can choose what columns to include. For example, you need to select the field names from the Available Columns list box whose data will be displayed on the report. Besides the field names, you can choose other column entries related to the tickets module. These entries are not actual fields but provide additional context when added to a report. In this article, let's learn more about these additional column options while creating a report.
Note:
- You can choose columns only in the tabular and summary reports.
Column Name | Description |
Agent Responded Time | The date and time when an agent last sent a reply to the ticket. |
Created By | The agent who created the ticket. |
Created Time | The date and time when the ticket was created. |
Customer Responded Time | The date and time when a customer last sent a reply to their ticket. |
First Response Time in Business Hours | The number of minutes or hours passed from the time a customer first submits their ticket and an agent first replies to it, measured in business hours. |
Happiness Rating | The happiness rating left by the customer on the ticket. |
Is Escalated | Whether the tickets escalated (true) or not (false) due to an SLA breach. A true value indicates an escalation at any point in the ticket's life cycle. |
Is Overdue | Whether the ticket has been resolved (false) within the due time specified by the SLA or not (false). A true value indicates that the ticket is currently open and overdue. |
Modified By | Indicates the agent who last updated the metadata of the ticket. |
Modified Time | The latest date and time when the ticket was modified. |
Number of Comments | The number of public and private comments left on the ticket. |
Number of Outgoing | The total number of outgoing conversations for the ticket, excluding comments. |
Number of Reassign | The number of times the ticket got reassigned among your agents or teams. |
Number of Reopen | The number of times the ticket got reopened ever since it was closed for the first time. For example, when you choose to reopen a ticket on receiving a bad rating, it will be considered one instance. |
Number of Responses | The number of first replies sent preceding a customer conversation. For example, an agent may reply a dozen times after receiving a customer's reply. But the system will count the number of responses here as just one. |
Number of Threads | The total number of incoming and outgoing threads for the ticket, excluding comments. |
Resolution Time in Business Hours | The number of minutes or hours passed from the time a customer first submits their ticket and when that ticket is solved (i.e., closed) measured in business hours. |
SLA Name | The name of the SLA applied to the ticket. |
SLA Violation Type | Indicates whether the ticket has breached an SLA and, if yes, what type of breach. For example, it displays the following: Not Violated, First Response Violation, Response Violation, and Resolution Violation. |
Ticket Age | The number of minutes or hours passed between the time a customer submits their ticket and the current date and time. |
Ticket Closed Time | The date and time when the ticket was last closed. |
Ticket On Hold Time | The date and time when the ticket was moved to an on hold state. |
Time to Respond | The date and time by which an agent should respond to the ticket. |
Total Response Time in Business Hours | The sum of the minutes or hours passed between every customer reply received on a ticket and a response sent to it by an agent. |
Total Time Spent | The number of minutes or hours your agents spent working on a ticket. It includes both billable and non-billable time entries. |
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