Standard Help Desk Reports - Zoho Desk Knowledgebase

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.

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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.
  1. Help Desk Reports
  2. Deadline reports
  3. Customer Satisfaction Rating Reports
  4. Ticket Inflow Reports
  5. Last 30 Days Trend
  6. 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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