Creating Custom Reports - Zoho Desk Knowledgebase

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
  • Tabular Report: Displays the data without any subtotals in the report. Use this type of report to create overdue ticket lists, consolidated view of contacts, and others.
  • Summary Report: Displays the data along with subtotals, groupings, and other summary information.
  • Matrix Report: Displays the data summarized in a grid against both horizontal and vertical columns.

Creating Reports
You can create new reports according to your organization's requirements. The customization of a report involves the following steps:
  • Select the module and the corresponding cross-functional modules
  • Select the report type (Tabular, Summary, or Matrix report)
  • Select the report columns - In Matrix report you can select a maximum of 3 columns.
  • Group the columns - For matrix and summary reports select one or two groupings. 
  • Select the calculation functions
  • Specify the advanced sorting filters
  • Save the report in folder

  • The Standard plan limits you to 50 custom reports, but every other paid plan allows you to create as many as you like.
  • Users with Profile permission for managing Reports and Dashboards module [at least: View and Create] can access this feature.
  • You can customize the standard reports as per your requirements by clicking the Customize link in the Reports Home page. Once customized, you cannot revert to the default report.

Step 1: Select a module and the cross-functional modules
  1. Click the Analytics module. 
  2. In the Analytics Overview page, click the Reports tab from the left panel.
  3. In the Reports Home page, click Add Report.
  4. In the Add Report page, do the following: 
    • Select the primary module from the drop-down list.
    • 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 Report Type tab, select one of the following report options:

    • Tabular Report
    • Summary Report
    • Matrix Report
  • You can Run or Save the report at any point while creating it.
  • When you select the Summary Report, the Grouping tab will also be available.
  • 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.
  • 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:
    • Select the columns from the Available Columns list box.
    • Click Add.
      The columns will be added to the Selected Columns list box.
    • Use the Up and Down arrow keys to sort the display order of the columns.
    • Select the column name and click the Delete icon (  ) to delete the selected column.
  3. Once you have selected the report columns, click the Grouping tab if you are using Summary Report. Else, 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.
    This tab is available only when you select Summary Reports under the Report Type tab.
  2. In the Grouping page, you can group the records based on the grouping criteria that you specify.
  3. Select the values from the respective lists.
  4. 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, select the required calculation functions (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 you have completed the report customization, do one of the following:
    • Click Run to preview the report.
    • Click Save.
    • Click Cancel.
  • 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).
  • You can only generate reports for a maximum period of 365 days (i.e., a year).
  • 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. 

  • You can schedule Static reports for a particular time. 

  • In the report detail page, you can view the total number of records for a particular report.

Step 7: Save report in folder
  1. In the Add Report page, click Run or Save.
    Note, that you can run the report only after you save it.
  2. In the Save Report dialog box, do the following:
    • Enter the Report Name.
    • Enter the Description of the report.
    • 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.

To create report folders:
  1. Click the Analytics module. 
  2. In the Analytics Overview page, click the Reports tab from the left panel.
  3. In the Reports Home page, click Add Report Folder.
  4. In the Add Report Folder page, do the following: 
    • Enter the Folder Name.
    • Enter the Folder Description.
  5. Select Visibility Settings
    • Only me: Select if you would like to enable the folder access only to you.
    • All agents: Select if you would like to enable the folder access for all the agents.
    • Specific agents: Select the agents, teams, or user roles that can access the folder.
  6. Click Save.

  • All the report folders are publicly visible, but the reports within the folder can be made private.

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).

To view the report:
  1. Click the Analytics module.
  2. In the Analytics Overview page, click the Reports tab from the left panel.
  3. In the Reports Home page, click the required reports group.
  4. From the list of reports that are displayed, click the required report's link.
  5. Click the Edit link to modify the Report Name, Folder details and Description of a report.
  6. In the Reports page, you can do the following:
    • Export: Use this option to export and save the report in Excel, CSV, or PDF format in your local drive.
    • Save As: Use this option to save the report with a new name. This option is useful when you filter a specific set of data and save it for future reference.
    • Customize: This feature is used to customize the report with regards to the report types, columns, grouping, filter criteria in the report, etc.
    • Reload: Use this option to update or refresh the contents of the page.
    • Hide Details / Show Details: Click Hide Details to hide the details of the report and click Show Details to see the hidden details of the report.
    • Create Chart: This feature enables you to create charts, (such as Bar diagrams, Pie charts, Line charts, Funnel charts) based on the selected report details.
  7. Click Customize and make the necessary changes to the report.
  8. Click Save.

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

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. Click the Analytics module. 
  2. In the Analytics Overview page, click the Reports tab from the left panel.
  3. In the Reports Home page, click the Del link corresponding to the report that you want to delete.
    The report will be deleted instantaneously.

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