Resolution Time Report

From data to decisions: A deep dive into ticketing system reports

What are time-based reports?

Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring, and visualizing data, these reports allow us to evaluate performance, spot trends, and make better decisions. They enable businesses to monitor efficiency, productivity, and operational effectiveness.

Resolution time

The time required to resolve support tickets varies significantly based on factors such as complexity, dependencies on customer input, cross-departmental collaboration, or the need for in-depth investigation. 

The Resolution Time Report plays a critical role in tracking and analyzing the amount of time agents take to resolve tickets, from creation to closure. This data empowers managers to identify trends, optimize workflows, and enhance team performance.

Availability: All paid versions 

Specific attributes/fields of the report

• Ticket ID: Zoho Desk assigns a unique reference number to each ticket, known as a ticket ID.
• Subject: The ticket subject typically summarises or describes the issue the customer is experiencing.
• Ticket owner: Owner of the ticket.
• Contact name: The customer's contact name.
• Event name: The change in the ticket's status.
• Closed by: The name of the agent who closed the ticket.
• Agent resolved time: The time the ticket was closed.
• Agent resolution time: The total time taken to resolve the ticket.
• Team resolved time: The time the team closed the ticket.
• Team resolution time: The total time it took the team to resolve the issue.
• System resolution time: The time taken to resolve the issue.
• Status: Status of the ticket.
• Channel: The incoming channel.
  

Why is it taking so long to resolve tickets?

When a support ticket takes an unusually long resolution time, team leaders can drill down into the ticket details by clicking the ticket ID. This allows them to assess the root cause of the delays, such as any bottlenecks, dependencies, or process inefficiencies. They develop targeted strategies to streamline future handling of similar issues. By analyzing these insights, agents can resolve tickets more efficiently, improving both individual productivity and overall customer satisfaction.

Leveraging quick resolutions for the team

When a ticket is resolved quickly, it’s an excellent opportunity for team leads to take a closer look at the agent’s approach. By understanding how they tackled the issue, whether it was through effective troubleshooting, collaboration, or utilizing specific tools, we can pinpoint what worked well. Sharing these insights with the entire team not only promotes continuous improvement but also boosts our overall efficiency.

Conclusion

Taking a proactive approach to analyze both the quick resolutions and the more time-consuming ones helps the support team glean lessons from every ticket. This way, we can consistently enhance our performance and ultimately provide a better experience for our customers.

Please stay tuned for more Desk Reports series.

 

Cheers to reports.

 

Kavya Rao

The Zoho Desk Team

• Topic Participants

• Kavya Rao Addepalli

  

• Sticky Posts

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• WhatsApp pricing changes: Pay per message starting July 1, 2025

  Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

• Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

  Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

• Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

  Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

• Zoho Desk Cheat Sheet For The Year-End

  Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

• Recent Topics

• Sending gmail to a particular person fails because the address gets changed to "gmaill", with a second "l" typo somewhere

  I send to bob@gmail.com (example) and get an error sending to bob@gmaill.com, only for this one person. Note the extra "l" in the email the system tried to send to, which was not in the address I entered. Can't find a typo in the contact or anywhere else

• Emoji Support in Bigin CRM

  We request the implementation of emoji support across Bigin CRM. This feature should allow users to seamlessly use emojis in text fields, headlines, and deals. It would enhance communication, improve the visual appeal of records, and bring more personalization

• Bigin Booking Pages enhancements

  I would like to ask for several enhancements for the brand new (and promising) Booking feature. 1. Add "Contact/Mobile" Field to Booking form We use Mobile as key (id), but unfortunately it is missing from the Booking form, only Home Phone is available.

• Amount in words in Indian format

  Hi, I had coded the following code to convert amount in words. But in the code in the format of US like million. But i need in Lakh and Crore. So pls suggest ideas r post corrected code string Num2Words(int val) {     val_s = input.val.toString();     th = {"", "thousand", "million", "billion", "trillion"};     // uncomment this line for English Number System     // th = {"","thousand","million", "milliard","billion"};     dg = {"zero", "one", "two", "three", "four", "five", "six", "seven", "eight",

• What are people using to send Service based emails?

  Zoho Campaigns is for marketing. Users can unsubscribe from these emails. Service based emails need to be delivered and can without the worry of Can-spam act. What are people using to send service based emails? My mailing list is derived from a database

• Standalone LMS tool

  Will Zoho release a standalone LMS (Learning management System) than can be used by external parties (guest)?

• Announcing Kiosk 1.1 - Customize screen titles, configure new fields & actions, use values from your Kiosk to update fields, and more.

  Hello all We are back again with more enhancements to Kiosk. So what's new? Enhancements made to the Components Add titles for your Kiosk screens and adjust its width to suit your viewing preferences. Three new fields can be added to your screen: Percentage,

• An Overview of Dario Schiraldi Deutsche Bank Executive

  Hello Community, Dario Schiraldi is an executive at Deutsche Bank, focused on advancing the firm’s financial services and crafting its global strategic vision. With 20 years of expertise in leadership roles, he has spearheaded successful market acquisitions

• Emailing a document to WorkDrive

  Does WorkDrive include the ability to upload a document by sending an attachment to an email address? (Books and Expenses include this functionality) If it doesn't is it under consideration? on the Road Map?

• Allow Changing Appointment Status from "Completed" to "No Show" or Other Valid States

  Hi Zoho Bookings Team, We hope you're doing well. We would like to submit a feature request regarding appointment status management in Zoho Bookings. 🎯 Use Case Sometimes, an appointment is mistakenly marked as Completed, but later we realize that the

• Ability to modify what displays in calendar invite?

  I am a long time calendly user and want to make the switch to bookings.  I understand that there is not currently a meets/hangouts integration, is one on the roadmap? Is there anyway I can modify the calendar invite to include the meet link?  I can add it to the emails no problem, but I would also like it to display on their calendar.  Is there some work around I can do to get it on the calendar?  Also am I able to modify the calendar event title?

• Zoho One and Tally Integration

  Has Anyone in this forum done any implementation with Zoho CRM and Tally accounting software. If so who have you used and how easy was it?

• Microsoft PowerPoint files Extremely slow to save

  I and others on my team have noticed that Microsoft PowerPoint documents are extremely slow to save when using WorkDrive. It always takes over 30 seconds to save a file. Word and Excel files seem to save in a typical length of time, but PowerPoint is

• How can users unblock their blocked Zoho Mail accounts?

  After the reason for the account block (storage exceeded, spam detection etc.) has been rectified, the user can unblock the account from the UnBlock Me page. Account support@edu2review.com  Edu2Review is an education review platform, we rate the quality

• Adding additional fields for batch information

  Hello, I am looking at adding additional information into our inventory module. we would like to be able to see up to 8 attributes that will be individual & different for each batch (i.e. batch specific information) but currently I seem to only be able

• Dynamic Pickup List Values using Deluge and Client Script

  I would like to dynamically show Pickup List Values For example we need to fetch some data from an on premise application and display it so they can choose and pick This can be done in Creator but I didn't find anything for CRM

• Validation Rule for Controlled Stage Movement in Deals Module (Deluge Script)

  For keeping a control over module stage or status, you can use the below deluge script. The below deluge script defines validation control over deals module stages: // Function to validate allowed stage transitions in the Deals module map validation_rule.LeadStatustValidation1(String

• Pick List Issues

  I have created a pick list that looks at a table in a sheet, it selects the column I want fine. Various issues have come along. The option to sort the pick list is simplistic, only allows an ascending alphabetical sort. Bad luck if you want it descending.

• Four types of task dependencies

  "Nothing is particularly hard if you divide it into small jobs."                                                                                                                  - Henry Ford Projects, small or large, are driven by simple work units called tasks. Monitoring standalone tasks might look simple but as the workflow becomes elaborate, tasks may start relying on one another. In project management, this relationship between tasks is termed as "Task Dependencies". Dependency between tasks arise

• 1099 tracking

  Do zoho books offer feature of tracking for 1099's for contractors, etc? Quick books offers this feature and wondered when/if Zoho books will do same

• VAT-type Taxes in US Edition?

  I'm located in the US, and I use the Zoho One US edition of Books. We are in the process of registering with Canadian authorities for their GST / HST, which is a VAT-type of scheme. It is not immediately obvious to me how one would deal with input tax

• 2 users editing the same record - loose changes

  Hello, I'm very new to Zoho so apology if this has been addressed somewhere i can't find. I have noticed the following: If we have 2 users put an inventory item in edit mode at the same time: say user1 click on edit and user2 while user1 is still in edit,

• Schedule sms to be sent later

  When will you make available an option to send sms's at a later time??? You finaly have this option available on emails, so it will be very useful to have it also with sms. Our sms provider, has already this available but we cannot use it because you

• Ecommerce integration with prestashop

  Development of campaigns integration with prestahop. When???

• How to create an article containing images and rich text via the api?

  Hi, I'm trying to migrate our kb articles from our previous helpdesk service, and import them to ZohoDesk. Is there any way to create an article that contains images?  Is it possible to add formatting to articles created via the API? Thanks, Adam.

• Number of statement execution limit exceeded on deluge scheduled function

  I'm working on a send email functionality in creator that sends out crew work orders at the end of the day each day for the next day. I'm running into the issue that zoho is unable to handle the number of statements that I am doing to be able to successfully

• Color of Text Box Changes

  Sometimes I find the color of text boxes changed to a different color. This seems to happen when I reopen the same slide deck later. In the image that I am attaching, you see that the colors of the whole "virus," the "irology" part of "virology," and

• Zoho SignForm In Progress But Cannot Be Completed

  If a person starts signing a document (via SignForm), but closes the window before submitting, Zoho marks the document "in progress", but how do they finish signing it?

• How to show Assemblies AND component items in a report

  Hi Is there any way in Analytics to create a report that shows the Composite Item AND the Component Items with mapped quantity? It seems that the component item is not exposed in any table that I can find. Also, the same question but for Stock on Hand.....this

• Mandatory Messages for Specific Members in Zoho Cliq Channels

  Hello Zoho Cliq Team, We hope you're doing well. We would like to request a feature enhancement to Zoho Cliq that would allow marking certain messages in a channel as mandatory for specific members — with built-in tracking and reminders. 🎯 Use Case:

• Admin Access to Message Read Statistics in Zoho Cliq

  Hello Zoho Cliq Team, We hope you're doing well. We would like to request a feature enhancement that would allow admins or channel owners to view read/unread statistics for messages, even if they were not the original sender. 🎯 Use Case: Currently, in

• Online Member Visibility in Channels (Similar to WhatsApp Group Presence)

  Hello Zoho Cliq Team, We hope you're doing well. We’d like to request an enhancement to Zoho Cliq’s channel experience by introducing online presence indicators for channel members — similar to how WhatsApp shows how many people in a group are currently

• Show ticket field in Zoho Desk only if that same field is not empty (API‑created records)

  Zoho Team , We have a ticket workflow where every ticket is created via API based on dynamic logic from an external form. That form has complex logic and already decides what’s relevant to ask, and the API only populates fields in Zoho Desk based on that

• Multiple Products on Ticket

  Good morning. We will classify all tickets based on the product. Users sometimes send different requests on the same ticket, so we are facing some challenges. Is there a way to add more than one product to the ticket, or is there a way to tie the product

• Não recebo Email de confirmação e validação de cadastro do PagSeguro

  Olá, utilizei uma das minhas contas de email Zoho para criar um cadastro no PagSeguro, contigo o email com o link de confirmação da conta não chega no meu email Zoho (nem.ma caixa de spam, nem na lixeira, e nem em outras pastas). Outros emails do PagSeguro

• Does Thrive work with Zoho Billing (Subscriptions)?

  I would like to use Thrive with Zoho Billing Subscriptions but don't see a way to do so. Can someone point me in the right direction? Thank you

• accounts payable and receivable subaccounts

  How to create accounts payable and receivable subaccounts? Being that I have several clients and in my balance sheet have to specify the accounts of each client and not only appear "accounts receivable or accounts payable" ??

• DUPLICATING WORKFLOWS IN CREATOR

  Hi all, I want to duplicate and slightly amend 3 workflows in Creator so that I don't have to keep typing in all the rules and properties each time. I can see lots of videos on CRM with the 3 dots at the top of the workflow, but nothing like that in Creator.

• Add SKU to query options in `items` API endpoint

  It would be very useful to be able to pull items by SKU in the API as this is a commonly used unique ID that tends to be consistent across systems.

• Estimates and invoices being sent from company-wide address, rather than individual

  In our organization, team members send estimates and invoices through Zoho Books by using the "Send Email" function. However, for certain users, the system defaults to sending estimates and invoices from a shared organizational email address (e.g., company@example.com)

• Next Page