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 meet your unique requirements. When you can't find a report that addresses your needs, you can always create a custom report to access the required information.
Zoho Desk provides more than 100 built-in predefined reports for the users' benefit. These reports are distributed across different modules in Zoho Desk. The modules are as listed below:
List of Predefined Reports
Here is a list of the predefined reports available under the different modules.
- Ticket Reports
- Article Reports
- Account and Contact Reports
- Product Reports
- Activity Reports
- Customer Happiness Reports
- Static Reports
Report Name | Description |
Ticket Reports | |
Frequently Reopened Tickets | Lists the tickets that are most frequently reopened. |
Most Threaded Tickets | Lists the tickets that are most threaded. |
Not Responded Open Tickets | Lists the tickets that are not responded to by any agent and remain open. |
Tickets by Account | Lists the tickets based on their customer accounts. |
Tickets by Contact | Lists the tickets based on their contacts. |
Tickets by FCR | Lists the tickets based on their first call resolution rate. |
Tickets by Status | Lists the tickets based on their status such as New, On hold, Escalated, etc. |
Tickets by Priority | Lists the tickets based on their priorities, such as High, Medium, and Low. |
Tickets by Agent | Lists the tickets based on their agent. |
Tickets by Channel | Lists the tickets based on their channels, such as email and phone. |
Tickets by Time-entry | Lists the tickets based on their time-entry. |
Open-Overdue Tickets | Tickets that are overdue and open. |
On Hold Tickets | Tickets that are in the on-hold state. |
Tickets by SLA | Lists the ticket based on their SLA, such as due date, priority, and ticket age. |
Tickets by SLA Violated | Lists the tickets that weren't resolved within the time interval agreed upon by agents and customers. |
Unresolved Tickets | Lists the tickets that are not resolved. |
Article Reports | |
Popular Articles | Lists the articles that are frequently visited. |
Frequently Suggested articles | Lists the most frequent articles that are frequently suggested to the agent. |
Most Disliked Articles | Lists the most disliked articles in the knowledge base. |
Most Liked Articles | Lists the most liked articles in the knowledge base. |
Account and Contact Reports | |
Contact Mailing List | Lists the contacts along with details such as phone, email, etc. |
Accounts by Industry | Lists the contacts based on their industry type. |
Activity Reports | |
Tasks Report | Lists the tasks based on their due date and ticket status. |
Today's Call Count | Lists the present day's call count. |
Product Reports | |
Products by Tickets | Products and the list of tickets associated with the products. |
Customer Happiness Reports | |
Customer Happiness for Agents | Lists the percentage of ratings received by agents in comparison to the overall ratings. |
Customer Happiness Analytics | Lists the customers' ratings and feedback received by the agents. |
Customer Happiness Comparison | Displays a graph that plots the ratings received over different periods. |
Static Reports | |
SLA Tickets | Lists the tickets by their achieved and violated instances for SLA targets. |
Reopened Tickets | Lists the tickets reopened at any point of their lifecycle. |
Response Time | Tracks the agent's response time for their tickets. |
Resolution Time | Tracks the agent's resolution time for their tickets. |
Incoming Threads | Lists the response status and SLA metrics of incoming ticket threads. |
Agent Availability | Lists the agent's online availability date and time. |
Agent Performance | Provides the summary of the agents' performance on their tickets with respect to key metrics. |
Ticket Stages | Tracks the time spent by tickets at each stage while they moved between different statuses and owners. |
Data-Driven Reports
In addition to those mentioned above, you can access the following list of insightful and data-driven reports under the different modules once you set up the integration with Zoho Analytics.
- Help Desk Reports
- Deadline reports
- Customer Satisfaction Rating Reports
- Ticket Inflow Reports
- Last 30 Days Trend
- Agent Reports
| Report Name | Description |
Help Desk Reports | |
Accounts with the Most Unresolved Tickets | Lists the ten accounts with the highest number of unresolved tickets and the average ticket age. |
Active Tickets | Lists all the currently open tickets with multiple responses from the support team. |
Aging Report For Tickets In Progress | Shows age-wise distribution report for all the tickets that are in progress. |
Average First Reply Time - Tier Report | Graphical representation that plots the first reply time tier breakup for all tickets. |
Average First Reply Time Trend | Graphical representation that plots the average first reply time trend. |
Average Resolution Time by Month | Graphical representation that plots the average time to resolve tickets, based on tickets resolved in each of the last twelve months. |
Average Resolution Time by Month and Channel | Plots the average time to resolve tickets distributed by the mode of submission in each of the last twelve months in a chart. |
Backlog of Unsolved Tickets by Department and Priority | Displays the currently unresolved tickets by department and ticket priority in a bar chart. |
Department Overview - Last 30 Days | Graphical representation that shows the key metrics by departments for the last 30 days. |
Domains with High Resolution Time | Graphical representation that displays the requester domains with high resolution time. |
Escalated Tickets | Lists all currently open tickets that are assigned to more than one group in the ticket's history. |
First Reply Time Density | Graphical representation that plots the concentrations of first reply times throughout the day and week. |
First Reply vs. Wait Time Trend | Graphical representation that plots the trends for first reply time and requester wait time. |
Last Month vs. Historical Average Resolution Time | Displays the top 5 departments with tickets solved and how their most recent full month performance compares to the historical average. |
Oldest Unresolved Tickets | Lists the 10 oldest unsolved tickets along with the respective agent. |
Reopened Tickets | Lists the number of currently unresolved tickets that were marked as "Solved" but subsequently reopened at least once. |
Requesters With At Least 5 Tickets Currently Open | Lists the customers with at least 5 currently open tickets. |
Resolved Tickets - Last Week vs. This Week | Graphical representation that plots the resolved tickets comparison between last week and this week grouped by priority. |
Resolved Tickets by Month | Graphical representation that plots the number of tickets resolved in each month. |
Resolved Tickets Trend | Graphical representation that displays the resolved tickets trend by month. |
Resolved Tickets Trend - Last Month vs. This Month(MTD) | Graphical representation that displays the resolved tickets trend for the last Month vs this month MTD. |
Support Team Performance | Graphical representation that plots the first reply and resolution time trends across months. |
Support Tickets Resolved by Departments | Displays the number of tickets solved by departments for the past 12 months. |
Ticket Overview Report | Lists the ticket requests handling along with the percentage of tickets resolved in time. |
Tickets Resolved Age Tier-wise | Graphical representation that displays the resolved tickets across various age-tiers. |
Tickets Resolved by Each Hour | Graphical representation that shows the solved tickets by each hour of the day. |
Tickets Resolved QoQ Comparison By Department | Lists the tickets resolved by department and quarter wise (present and previous quarter) and also provides the percentage of difference. |
Tickets with Multiple Agents | Lists all the currently unresolved tickets that are assigned to multiple agents. |
Top 10 Accounts with Most Tickets by Month | Shows the month-over-month comparison of the top 10 Accounts with the most number of tickets raised. |
Unresolved Tickets Over 5 Days Old | Lists the currently unresolved tickets of the past 5 days and some relevant metrics about the individual tickets. |
Urgent and High Priority Unresolved Tickets | Shows all the current unresolved tickets marked with high and urgent priority. |
Deadline Reports | |
Bottom 10 Accounts by Deadline Compliance | Graphical representation that shows the bottom 10 Accounts by deadline compliance. |
Deadline Compliance by Department | Lists the deadline compliance by departments for solved tickets. |
Deadline Compliance Report | Graphical representation that shows the tickets handled on time and overdue tickets. |
Deadline Compliance Trend by Channel | Graphical representation that shows the shows the monthly deadline compliance by channel. |
Deadline Compliance Trend by Month | Graphical representation that plots the deadline compliance patterns by month. |
Deadline Compliance vs. Satisfaction Rate Trend | Graphical representation that plots the deadline compliance patterns vs satisfaction rate by month. |
Deadline Compliance vs. Violation Report by Agent | Graphical representation that shows the deadline compliance vs breached status by agent. |
Deadline Violation Report by Priority | Graphical representation that shows the deadline violation by priority. |
In Time vs. Overdue Tickets Trend | Graphical representation that shows the in-time vs overdue tickets trend. |
Customer Satisfaction Rating Reports | |
Customer Satisfaction Over Customer Tenure | Graphical representation that shows customer satisfaction trend over the contact created time. |
Customer Satisfaction Scorecard | Lists the bottom 10 least satisfied customers based on the satisfaction score, and the number of unsatisfied responses they have given. |
First Reply vs. Satisfaction Rate Trend | Graphical representation that shows the average first reply time vs satisfaction rate trend over a period of time. |
Resolution Time vs. Satisfaction Rate Trend | Graphical representation that shows the average full resolution time vs satisfaction rate trend over a period of time. |
Support Satisfaction | Graphical representation that shows satisfaction rate and satisfaction response rate trends over a date range. |
Top 5 Performers by Satisfaction Score | Graphical representation that shows the top 5 agents in terms of satisfaction score, and their satisfaction response rate. |
Ticket Inflow Reports | |
Created Tickets based on Mode of Submission | Graphical representation that shows the number of created tickets by month and based on the mode of submission. |
New Tickets by Department and Month | Graphical representation that shows newly created tickets based on the departments and month. |
New Tickets by Shift | Graphical representation that shows the breakdown of created tickets by shift. |
New Tickets by Time of Day | Graphical representation that displays the number of new tickets created by hour. This report is mainly meant to show peak times to help with appropriate staffing. |
New Tickets by Month and Priority | Graphical representation that shows the number of new support tickets created each month broken down by priority. |
Ticket Creation Density | Graphical representation that displays the concentrations of ticket creation throughout the day and week. |
Ticket Flow by Department | Lists the flow of tickets by the department. |
Ticket Inflow Trend - By Weekday | Graphical representation that shows the count of tickets created on each weekday. |
Tickets Breakdown by Classification | Graphical representation that shows the tickets volume breakage by the ticket classification. |
Tickets Stream - This Quarter vs. Last Quarter | Graphical representation that compares the ticket stream between the last and current quarter. |
Tickets Volume by Priority | Graphical representation that displays the tickets distribution over the priority. |
Tickets Volume QoQ Comparison by Department | Lists the tickets inflow by department and quarter wise (current quarter vs last quarter) and also provides the percentage of difference. |
Top 10 Requester Domains by Ticket Load | Graphical representation that shows the top 10 requester domains by number of tickets raised. |
Top 10 Requesters | Graphical representation that shows the top 10 requesters based on number of tickets raised grouped by priority. |
Last 30 Days Trend | |
Agent Workload Report | Graphical representation that shows the agent workload report for the last 30 days. |
Resolved Tickets Trend | Graphical representation that shows the resolved tickets trend trend for the last 30 days. |
Ticket Creation Trend | Graphical representation that shows the ticket creation trend for the last 30 days. |
Tickets Resolved with One Reply | Graphical representation that measures the performance in relation to resolving tickets with one reply or one touch. |
Agent Reports | |
Agent Workload Report | Lists the number of tickets handled, tickets closed within time and closed overdue, and current open ticket count by agent. |
Average First Reply Time by Agent | Graphical representation that shows the average time taken by each agent for the first response. |
Bottom 5 Agents by Tickets Completed | Lists the bottom 5 agents with the highest percentage of tickets handled exceeding the deadline. |
Bottom 5 Agents by Tickets Resolved | Graphical representation that shows the bottom 5 agents based on the number of tickets resolved broken down by priority. |
Completion Age Tier Report for Agents | Lists the aging distribution for all tickets that are resolved by each Agent. |
Current Ticket Backlog by Agent and Priority | Graphical representation that shows the top 10 agents with the most unresolved tickets broken down by priority. |
Resolution Time by Agent | Graphical representation that displays the full resolution times by agent. |
Resolved vs. Unresolved Tickets by Agent | Graphical representation that displays the resolved vs unresolved tickets for each agent. |
Ticket Summary Report by Agent | Lists the status and priority-wise summary report by an agent. |
Top 10 Agent Performance by Tickets Resolved | Graphical representation that shows the top 10 agents based on the number of tickets resolved. |
Top 5 Agents by Ticket Load | Graphical representation that shows the top 10 agents based on the number of tickets resolved. |
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