Businesses always rely on accurate data and insights to manage their support operations effectively. 
However, creating reports every time to fetch desired data can be time consuming. 

These reports eliminate the time and effort required to build custom reports while ensuring consistency and accuracy across departments. By providing clear visibility into performance metrics, such as frequently reopened tickets, overdue tickets, or call count, these predefined reports help monitor progress, identify issues early on, and take remedial actions. 

Following predefined reports are available for different modules:

Predefined reports in the Tickets module help the organization to quickly analyze key metrics, such as reopened tickets, resolution time, and SLA violations, improving overall efficiency in managing support operations.

For example, a support team may handle multiple queries in a day, starting from accessing the portal with credentials to data backup.  

Each query will have its own SLA and metrics to be evaluated. With the help of predefined reports, the manager can quickly track performance and resolutions provided, identify any delays, and address them promptly. 

The effectiveness of knowledge base articles can be evaluated with the help of these metrics. The content management teams can improve the content standards and ensure articles are always updated. With the help of predefined article reports, the organization can validate the metrics like popular articles and frequently suggested articles that help them understand if the content is helpful for the users and support teams. Other metrics, such as most liked and most disliked articles, provide clarity and insights on the quality and data relevance, and also improve self-service abilities by reducing the number of tickets received.

The following metrics can be tracked in the Article reports:

An organization must efficiently handle customer information to access key business data easily. The predefined reports for the accounts and contacts module provide reports such as 'Contact Mailing List' and 'Accounts by industry'. Using these two metrics, the organization can easily access the customer contacts for communication and groups customers based on the industries they are from. This will reduce manual sorting and enhance the structure of the data. 

Tracking day-to-day activities is essential to enhance the team's productivity. The organization must monitor important metrics such as the task status, due date, and the SLA to determine performance. Using the predefined report Today's Call Count in the Activities module, the organization gains clear insights into daily call volumes and task-related performance.

This provides a clear view of assigned, pending, and completed tasks, as well as the list of calls made in a day. 

If there are multiple calls reported in a day, the manager can check the number of calls attended by each team member and if the resolution provided was effective. 

Organizations managing multiple product services in one department need insights and visibility to ease process. Each product will have its own set of support tickets, knowledge base articles, and categories. The predefined report Products By Tickets in the product module offers insights on the number of requests raised for a product, the categories associated with it, and the date when product support was discontinued.

This helps teams track product performance, manage support timelines, and plan resource allocation effectively. Additionally, it allows the organization to identify products with high support demand or those nearing end-of-life, enabling better communication with customers and smoother transitions during product phase-outs.

Customer service is a critical factor in any organization's success. Customers can provide feedback on the service they receive, often through a rating system. 

These ratings, usually given after a ticket is resolved, help organizations measure customer satisfaction in real time. A high rating indicates a positive experience, while lower ratings point issues that need attention. By analyzing these ratings, support teams can identify trends, recognize top-performing agents, and make improvements to enhance the overall customer experience.

Predefined static reports help teams track important details like the number of tickets resolved, agent performance, agent availability, and SLA violations. 

Zoho desk offers a set of static reports that help organizations track these metrics. It reduces the time it takes to create these reports.

These are standard reports that cannot be customized. For more information, refer to the help doc Understanding Static report.