1. Data-driven insights: Custom reports in Zoho Desk enable you to transform raw data into actionable insights. By visualizing trends, patterns, and metrics, you can make informed decisions that drive business growth.
   
2. Customization: Zoho Desk allows you to tailor reports to your specific needs. You can choose the data fields to include, apply advanced sorting filters, and select the calculation functions accordingly.
   
3. Cross-module analysis: As your support operations often intersect with other business functions, Zoho Desk reports can link with other Zoho modules, such as Contacts, Accounts, and Time Entry. This integration provides a comprehensive view of customer interactions and relationships.

Availability 

Permission Required
By default, users with the administrator permission can create custom reports in Zoho Desk. Users with profile permission for managing Reports and Dashboards module [at least: View and Create] can access this feature.
Check Feature Availability and Limits

Tabular Report

Sample Tabular Report
 

Summary Report

Sample Summary Report

Matrix Report

Creating reports

1. Select the module and the corresponding cross-functional modules.
   
2. Select the report type (Tabular, Summary, or Matrix report).
   
3. Select the report columns - In Matrix report you can select a maximum of three columns.
   
4. Group the columns. For matrix and summary reports select one or two groupings. 
   
5. Select the calculation functions.
   
6. Specify the advanced sorting filters.
   
7. Save the report in the folder.
   

1. You can also customize the standard reports as per your requirements by clicking the Customize button in the respective Reports Home page. Please note that once the standard report is customized, you cannot revert to the default report.
   
2. By default, reports are generated for the last 30 days. When creating a date range, you can either select dates on the calendar or click one of the preconfigured ranges (e.g., Today, Yesterday, Current Month).
   
3. You can only generate reports for a maximum period of 365 days (i.e., a year).
   
4. In Summary reports, you can group a date or date-time fields using: hour of the day, weekday, month and year, date, weekly, quarter and year.
   
5. You can schedule Static reports for a particular time.
   
   
   
6. On the report detail page, you can view the total number of records for a particular report.
   
7. The matrix report supports tag grouping, allowing customers to aggregate ticket numbers based on the tags they have created.
   
   
8. Multipicklist fields can be used in the Grouping tab of the Matrix report. This field lets you choose multiple options from a list. The report will display the value count, including the unique value of combined multipicklist options. For example, imagine a Multipicklist field named "Problem," with options like "Defects," "Heating Issues," and "Refund." In one case, a customer might choose "Defects" and "Heating Issues." In another case, a customer might select "Defects" and "Refund." When you create a matrix report using this field, the "Defects" column will show two requests because it appeared in two cases. On the other hand, the "Heating Issues" and "Refund" columns will each show one record. The report helps the org find the number of issues that are reported for defects or heating issues and the no. of refunds issued. A quick action at resolving them can boost their sales.
   
   
9. In the resolution time dashboard and static resolution time report, when a ticket is closed within the selected duration, all its closed instances are considered. But in a custom report, the last closed time of the ticket is considered, which is labeled as "Ticket solved time." This leads to different data in the two reports because custom reports include on-hold time, while agent resolution time does not. Hence on-hold time is only shown in the dashboard and static report, and it can't be added to the custom reports right now.

1. Navigate to the Analytics module. 
   
2. Click the Reports tab from the left panel.
   
3. Click Add Report at the top-right corner.
   
   
   
4. On the Add Report page, do the following:
   
1. Select the primary module from the drop-down list.
   
2. Select the cross-functional modules from the Related Modules list box.
   You can use the fields in the Related Modules for defining criteria, adding columns and selecting columns to total.
5. Click Continue.
   
    

1. In the Add Report page, under the Reports Type tab, select the desired report type.
   You can select either Tabular, Summary, or Matrix reports.
   
    

1. You can Run or Save the report at any point while creating it.
   
2. When you select the Summary Report, the Grouping tab will also be available.
   
3. When you click the Run button, the system will prompt you to save the report. The report is saved temporarily and then a preview of the report is generated.
   
4. When you click the Save button, the report is saved in the folder that you specify.

1. In the Add Report page, click Columns tab.
   
2. Do the following to select the columns to be displayed in your report:
   
1. Select the desired columns from the Available Columns list box and click Add.
   The columns will be added to the Selected Columns list box.
2. Use the Up and Down arrow keys to sort the display order of the columns.
   
3. Select the column name and click the Remove to delete the selected column.
3. Once you have selected the report columns, click the Grouping tab if you are using Summary Report. Otherwise, click the Columns to Total tab (See Step 5).
   
   
   

The system will display the column names (in the Columns tab) only for those modules that were selected.

Step 4: Grouping report columns

1. In the Add Report page, click the Grouping tab.
   Note: This tab is only available when you select Summary Reports under the Report Type tab.
2. On the Grouping page, you can group the records based on the following grouping criteria:
   
1. Select the Summarize information by values from the respective lists. Select Ascending or Descending from the Sort Order list.
   
   
   

1. In the Add Report page, click the Columns to Total tab.
   
2. In the Columns to Total section, check the required calculation functions for the desired columns (Sum, Average, Lowest Value, Largest Value).
   
   
   

1. In the Add Report page, click the Criteria tab.
   
2. In the Criteria section, select the additional criteria for the report.
   
   
   
3. Once the report customization is done, do one of the following:
1. Click Run to preview the report.
   
2. Click Save.
   
3. Click Cancel.
   

1. In the Add Report page, click Run or Save.
   Note: You can only run the report after you save it.
2. In the Save Report dialog box, do the following:
   
1. Enter the Report Name.
   
2. Enter the Description of the report.
   
3. Select the Report Folder in which the report has to be stored.
   
3. Click Save.
   
   
   

Creating report folders

1. Go to the Analytics module. 
   
2. Click the Reports tab from the left panel.
   
3. Click Add Report Folder.
   
4. In the Add Report Folder page, do the following: 
   
1. Enter the Folder Name.
   
2. Select the desired Visibility Settings.
   You can select either Only me, All agents, or Specific agents.
5. Click Save.
   
   
   

Viewing reports

Note:

1. A maximum of 2000 records will be listed on a page. You can use the navigate options to view others pages. 
   
2. You will be able to export up to 2000 records per page, in each export.
   

1. Go to Analytics module.
   
2. Click the Reports tab from the left panel.
   
3. Click the required reports group.
   
4. From the list of reports that are displayed, click the desired report.
   
5. Click the Edit icon to modify the Report Name, Description, and Folder details of a report.
   
   
   
6. On the Reports page, you can do the following:
   
1. Use Export to export and save the report in Excel, CSV, CSV Max records, or PDF format in your local drive.
   
2. Use Save As to save the report with a new name. It is useful when you filter a specific set of data and save it for future reference.
   
3. Customize the report with regards to the report types, columns, grouping, filter criteria in the report, etc.
   
4. Use Refresh to update or refresh the contents of the page.
   
5. Use Hide Details / Show Details icon to hide the details of the report and click Show Details to see the hidden details of the report.
   
6. Create Chart such as Bar diagrams, Pie charts, Line charts, or Funnel charts based on the selected report details.
   
7. Click Customize and make the necessary changes to the report.
   
8. Click Save.
   
   
   

Deleting reports

1. Go to the Analytics module. 
   
2. Click the Reports tab from the left panel.
   
3. Hover over the desired report and click the Delete icon.