Agent Responded Time
The date and time when an agent last sent a reply to the ticket.
The agent who created the ticket.
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.
The happiness rating left by the customer on the ticket.
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.
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.
Indicates the agent who last updated the metadata of the ticket.
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.
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.
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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