Business scenario

Benefits of analyzing business data

1. Visibility - Visibility of the entire process from orders to delivery in one place provides clarity of customer expectations, demands, performance, and logistics. 
2. Enhance customer experience: Address the customer feedbacks and improve performance, resulting in customer satisfaction.
3. Address Concerns: Observe the trends, identify the issues, address the concerns, and improve workflow. This will avoid having similar issues in the future. 
4. Tailored to business needs: Create custom reports as per your organization standards and business requirements to analyze specific fields, KPIs, and workflows. This will ensure that the real-time data is always relevant to your organization. 
5. Control over data: Custom reports can help in calculating fields such as percentage, sum, average, and others, resulting in more control over the important metrics 
6. Department specific access: Create a custom report for specific departments so that only the appropriate agents will have access to sensitive data. 
   

Permission Required
By default, users with the administrator permission can create custom reports in Zoho Desk.
Users with profile permission for managing Reports and Dashboards module (at least View and Create) can access this feature.
Check Feature Availability and Limits

Requirement to create a custom report

1. Order details report – Track order details using fields such as product name, date, time, and status. This report helps identify the demand for specific products and supports prompt decisions around inventory planning, restocking, and promotional strategies.
2. Returns and refunds report – Track details of returned products, reasons for return, and refund status. Creating this report in the Contacts module helps identify frequent returners, maintain the integrity of the return policy, and quickly flag exceptions.
3. Delivery timeliness report – Track product delivery times by creating an SLA-based report. Since premium customers are offered 24-hour delivery, monitoring this SLA helps the organization take timely actions to meet delivery commitments and enhance customer experience.
4. Customer feedback report – Track and filter customer feedback for specific products or services. Analyzing this feedback helps identify recurring issues with service, delivery, or product quality, enabling admins to address operational gaps effectively.
5. Financial impact report – Track the amount, product name, and supplier details for frequently returned items. Monitoring this data helps validate high-return products, identify low-quality suppliers, and assess the overall profit and loss impact on the organization.
   

Creating reports

Selecting a module and related module

Note: If you want to create a custom module, see Creating Custom Modules.

Choosing the type of report

Selecting the columns

Note 

1. The columns listed are based on the module selected and the fields available in those modules. 
   
2. The column tab is available only for the Tabular and Summary report. 
   

Specifying the criteria

The report can be created for specific records only by adding a filter. You can select the column and duration, and provide the criteria to filter out the reports.

For example, a report can be created to find out the number of tickets received via WhatsApp or chat in the last 30 days. 

Grouping data in matrix and summary reports

Note: Using the matrix report will help in calculating horizontal and vertical values, whereas the summary report will help in calculating the subtotal.

Creating a custom report folder

1. Only me – Select this option if the report is intended for personal reference only.
2. All agents – Select this option if the report should be accessible to all agents.
3. Specific agents – Select this option if the report should be accessible only to specific agents.
   

1. Navigate to the Analytics module > Reports > + Add Report > Add Report Folder.
2. On the Add Report Folder page, do the following: 
3. Enter the Folder Name.
4. Select either only me, all agents, or specific agents from the Visible To drop-down.
5. Click Save.
   

Note: Custom reports cannot be created under the static reports folder.

Creating a report

Note: A report created within a specific department is referred to as a Custom Report. If the report is created for All Departments, it is considered a Global Report.

To create a custom report

1. Navigate to the Analytics module > Reports > Add Report.
   You can also click the + icon and click Add Report.
     
2. Select a Module and a Related module and click Continue.
   
3. In the Report type tab, select Tabular, Summary, or Matrix based on your requirement. By default, Tabular is selected.
   
4. In the Columns tab, add or remove the respective columns.
   
   
   
5. In the Grouping tab, group the records based on the following criteria:
   
1. Summarize information by: Select the fields you want to group the data with.
   
2. Sort order: Select Ascending or Descending based on your requirement.  Note: Grouping tab is only available for Summary reports.
   
6. In the Columns to Total tab, select the Sum, Average, Lowest Value, and Highest Value for the columns you want to calculate.
   
   
   
7. In the Criteria tab, specify the criteria you want to filter.
   
   
8. Click Save.
9. In the Save Report pop-up, provide a name and description for the report.
   
   Select the required folder you want to save this report in.
   
   
10. Click Save. 
    

Performing actions in a custom report

1. Click the Filter option to filter the report based on column name and the duration.
   

1. Click the Refresh icon to reload the report data. 
2. Click Save As if you want to replicate the same report in a different name and folder. 
3. Click Customize if you want to update the field values or criteria at any point, and click Run to fetch the report based on the new values.