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.

  1. You can choose columns only in the tabular and summary reports.

 Column Name
 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.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:



                          Manage your brands on social media

                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                    Zoho SalesIQ Resources

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          • Related Articles

                                                                                          • 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 ...
                                                                                          • Working with Static Reports

                                                                                            Static Reports are tabular reports that consist of an ordered set of fields in columns, with each row representing a ticket. As its name suggests it is generated for certain predefined filter parameters, that cannot be changed. A report of tickets ...
                                                                                          • Get Advanced Reports with Zoho Analytics Integration

                                                                                            The Reports module of Zoho Desk allows you to generate reports to know most of the important metrics in your help desk. Even though they address the requirements of a majority of businesses, there is always a need for some advanced customization ...
                                                                                          • Using Predefined Reports in Zoho Desk

                                                                                            Zoho Desk provides a collection of predefined reports that are designed to offer instant, out-of-the-box customer support insights. Each report provides access to relevant data required for various purposes. The reports can be further tailored to ...
                                                                                          • Creating Global or Cross-departmental Reports

                                                                                            Global reports enable you to create a report for all of your departments in Zoho Desk. Unlike regular reports, the global reports will help you make informed decisions by providing a holistic view of the activities across departments. The procedure ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources