Reports and Dashboards
Understanding Agent Availability Report
It's important for an organisation to know when their support agents log in and log out of work. The Agent Availability report is one of the Static Reports that helps admins track the active working hours of each agent and allows them to regulate the ...
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 ...
Understanding the Agent Performance report
One of the most useful reports for monitoring the day-to-day performance of your agents is the Agent Performance report. This report offers detailed statistics on several agent performance metrics and can be configured to show data for one or more ...
Understanding the Blueprints Dashboard
A support process is only effective when it’s adhered to, and when you know how each part is performing. As you streamline your support process using Blueprints, knowing whether it is implemented exactly as you’ve designed it and which parts need the ...
Working with Static Reports
Static Reports are tabular reports that consist of an ordered set of fields in columns, with each row representing a ticket. As its name suggests it is generated for certain predefined filter parameters, that cannot be changed. A report of tickets ...
Ticket Status Dashboard
The Ticket Status Dashboard is designed to provide an easy to understand view into the status of all tickets received in your help desk. It displays the number of tickets under each status and states, the average amount of time a ticket stays in ...
SLA Metrics Dashboard
Service Level Agreements (SLAs) are the means for tracking and managing response and resolution times in support tickets. For instance, your business may guarantee a 3-hour resolution to a downtime report, but as many as 3 days to resolve a low ...
Creating Dashboards
The Dashboard is a pictorial representation of your custom reports which gives a real-time snapshot of your organization's key metrics. Using dashboards, you can easily visualize the patterns and trends in tickets, channels, and happiness ...
Using the Reporting Overview
The Reporting Overview gives a real-time snapshot of your help desk's key metrics. The overview helps you visualize the patterns and trends in incoming tickets, support channels, the response and the resolution times and happiness ratings. For ...
Using Predefined Reports in Zoho Desk
Zoho Desk provides a collection of predefined reports that are designed to offer instant, out-of-the-box customer support insights. Each report provides access to relevant data required for various purposes. The reports can be further tailored to ...
Creating Global or Cross-departmental Reports
Global reports enable you to create a report for all of your departments in Zoho Desk. Unlike regular reports, the global reports will help you make informed decisions by providing a holistic view of the activities across departments. The procedure ...
Scheduling Zoho Desk Reports
You can automatically send reports to your colleagues, executive management, and non-Zoho Desk users by scheduling the desired reports daily, weekly, monthly or yearly. Once the Report scheduler is configured, specified reports will be delivered to ...
Creating Custom Reports in Zoho Desk
You can create new module-specific reports linking some of the other cross-functional modules. For example, you can create a report in the tickets module linking other modules such as Contacts, Accounts, Time Entry, and others. Types of Report ...
Customer Service Analytics and Insights
Zoho Desk enables fully customizable reports in all the modules with flexible options, such as cross-linking modules, three-level column grouping, creating cross-departmental reports, scheduling reports generation and delivering to the intended ...
Reporting on Customer Happiness
Zoho Desk provides you with prebuilt reports on happiness ratings for agents. These reports are quite detailed and provide an informative collection of rating statistics that can be used as it is. The three default reports are namely: Customer ...

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