Report Columns for Tickets - Zoho Desk Knowledgebase

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:
  1. 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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