Creating Custom Reports - Zoho Desk Knowledgebase

Creating Custom Reports in Zoho Desk

In today's dynamic business landscape, organizations rely heavily on data to guide their decision-making processes. However, this data is often scattered across different modules and departments within an organization's systems. To transform this diverse and decentralized data into actionable insights, businesses need a way to bridge the gap between these modules that facilitate cross-functional analysis. This is where custom reports play a major role in Zoho Desk.
 
Custom reports act as bridges that connect the dots between various modules and departments, enabling seamless cross-functional insights. They gather and present data from various modules and departments in a cohesive and understandable format, providing a comprehensive view of operations. These insights then empower decision-makers to formulate strategies and make informed choices that drive the business forward. 
 
For example, you can create a custom report in the tickets module that links other modules, such as Contacts, Accounts, or Time Entry. This facilitates a deeper understanding of operations and customer interactions, ultimately leading to improved customer satisfaction and better overall performance.
 
Benefits of using custom reports in Zoho Desk
  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
There are three main types of reports, Tabular, Summary, and Matrix, each offering a unique perspective on data aggregation.

Tabular Report

This report presents data in a simple, table-like format, without any subtotals or groupings. It's ideal for scenarios where you need to view raw data without additional layers of analysis. For example, in a customer support system, you could generate a tabular report that lists all the tickets, their priority, SLA type, and status. This straightforward layout helps support teams quickly scan and address unresolved issues.

Sample Tabular Report
 

Summary Report

This report offers a more structured view by providing subtotals, groupings, and summary information. For example, summary report could be customized to evaluate the support team's efficiency based on different ticket priorities over a specific period. Tracking low, medium, and high priority tickets over the past 180 days can provide a structured view of performance. This report showcases not only the total tickets closed for each priority, but also key metrics, such as average resolution time, agent response times, number of comments, number of reopens, and more. By enabling managers to quickly discern efficient priority management and identify areas needing improvement, this report empowers informed decision-making and resource allocation.
 
Sample Summary Report

Matrix Report

This report provides a multidimensional view of data, allowing both horizontal and vertical summarization. Consider configuring a matrix report where communication channels like chat, email, and phone are displayed as columns, while agent response times are listed as rows. Within this matrix, each cell presents the count of tickets that have been responded to within a specific time range for a channel, aggregating the performance of all agents. This multidimensional report offers managers insightful observations into the overall team's effectiveness across different channels and their respective response times. It aids in identifying the communication modes where swift responses are more prevalent, as well as areas that might require attention due to longer response times. 
 
Sample Matrix Report

Creating reports

You can create new reports according to your organization's requirements. The customization of a report involves the following steps: 
  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.
Points to remember
  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.
Step 1: Select a module and the cross-functional modules
  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.

     
Step 2: Select the report type
  1. In the Add Report page, under the Reports Type tab, select the desired report type.
    You can select either TabularSummary, 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.

Step 3: Select the report columns
  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.


Step 5: Select the calculation functions
  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).


Step 6: Specify advanced sorting filters
  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.
Step 7: Save report in folder
  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

By default, reports are stored in different categories. You can create personal or public folders to store the frequently used reports in a common folder for easy access. Note that while creating a report folders, you can set the visibility of them.

To create 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 meAll agents, or Specific agents.
  5. Click Save.


Viewing reports

To access standard reports in the Reports tab, click the specific report (for example, Contact Mailing List from the Account & Contact Reports) from the Reports folder (for example, Ticket Reports, Account & Contact Reports, and others).
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.

To view the report
  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

Periodically, you may delete some of the unnecessary reports. Please note that you can only delete the reports that you've created. 
 
To delete 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.



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