Monitoring ticket activity and agent performance with reports

Monitoring ticket activity and agent performance with reports

Using reports, you can monitor daily ticket activity, agent performance, compliance with your service level agreements, average resolution times, and so on. Reports are detailed snapshots of collections of tickets within a time period.

You can use many of the ticket properties to define the types of tickets that you want to monitor with a report. You can also define a time period based on your business hours.

Reports are created by administrators and can be viewed by agents.

Note: On Plus and Enterprise, you also have access to Insights reporting. For information, see Setting up Insights for your Zendesk.

About reports

Reports consist of a graph and a data table, which are different views of the same day-to-day ticket activity within a set time period.

The report graph is a visual rendering of the data. If you place your mouse cursor over the graph, you'll see the totals for each data series for each day. The legend consists of the names of the data series that were added to the report. In this example, there are three data series that show all unsolved tickets (which includes new, open, and pending tickets), new tickets, and solved tickets.

Note: If you're wondering, there's no significance to the colors of the graph lines. You can add up to 8 data series to a report and each one is assigned a color to make the graph readable.

The report table displays the same data but in a day-by-day table format. This is also the format that you can download as either a Comma Separated Values (CSV) file or as an XML file. See Exporting reports.

Every report defines a time period and a set of conditions to select the set of tickets to be contained in the report. See Creating reports.

Zendesk reports to get you started

Zendesk provides you with a standard set of reports for day-to-day support management.

Note: Also, be sure to check out the reports in the Reporting overview. For information, see Using the Reporting Overview.

To view the standard reports

  1. Click the Admin icon () in the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Click the title of a report to view it.
    • Backlog Evolution

      This report uses unsolved tickets as a baseline to compare against incoming new tickets and the daily rate of solved tickets over the last three months.

    • High & Urgent Priority Tickets

      This report uses high and urgent unsolved tickets as a baseline to compare against incoming new high and urgent tickets and the daily rate of solved high and urgent tickets over the last three months.

    • Incident Evolution

      This report displays tickets with the type set to Incident, comparing new incident tickets with resolved and unsolved incident tickets over the last three months.

    • Resolution Times

      This report displays resolution times for solved and closed tickets over the last three months using three measurements of time: less than 2 hours, less than 8 hours, and less than 24 hours.

    • Ticket Priorities

      This report displays tickets by priority groupings over the last three months. Tickets with low and normal priorities are grouped together as are tickets with high and urgent priorities.

    You can use these reports as is or clone them to make copies that you can modify and repurpose. You can also edit these reports but it's better to clone them and make changes to the copies. You can't deactivate reports, but you can delete them if needed.

Creating reports

Only administrators can create reports. Both agents and administrators can view reports and export report data to downloadable files (see Exporting reports).

Reports consist of the following data elements:
  • A reporting period, which specifies the time period for the report. For example, you might include tickets from the last week or between specific dates.
  • One or more data series, which defines the set of tickets to be displayed in the report. You use conditions to select the set of tickets to display.
To create a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Click Add report.
  4. Enter a report title.
  5. Set the reporting period (described below).
  6. Create one or more data series (described below).
  7. To preview the report, select Preview Report from the drop-down menu and click Submit.
  8. To save the report, select Create Report from the drop-down menu and click Submit.

You can generate the same report once every 30 minutes. Reports do not include archived tickets (tickets are archived 120 days after they are closed in Zendesk).

Setting the reporting period

The Relative to today option allows you to chose from these four periods of time:
  • Last week
  • Last two weeks
  • Last month
  • Last three months

The Fixed date interval option allows you to select a date range using specific start and end dates:

You can set a time period up to three months.

Building data series

You can include up to eight data series in a report, each of which is shown as a column in a table and a graph (line) in a chart. Each data series must begin with one of the following ticket statuses:
  • Created tickets (new)
  • Resolved tickets (solved)
  • Unsolved tickets (new, open, or pending)
  • Old tickets (solved or closed)
  • All tickets (all ticket statuses)

Reports show the number of tickets matching the status you selected for each individual day in the time range. You can drill down further by selecting additional conditions, as described in the table below.

Table 1. Data series conditions
ConditionDescription
Priority

There are four values for priority: Low, Normal, High, and Urgent.

As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent:

Priority is less than Urgent
Type

The ticket type values are:

Question

Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket.

Problem is a support issue that needs to be resolved.

Task is used by the support agents to track various tasks.
Group Use this condition to narrow down tickets by group name.
Assignee Use this condition to narrow down tickets by agent.
Organization Use this condition to narrow down tickets by organization.
Tags

You use this condition to determine if tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operators Contains at least one of the following or Contains none of the following. More than one tag can be entered. They must be separated with a space.

Ticket channel The ticket channel is where and how the ticket was created and can be any of the following options:
  • Web form
  • Email
  • Chat
  • Twitter
  • Twitter DM (direct message)
  • Twitter Favorite
  • Voicemail
  • Phone call (incoming)
  • Get Satisfaction
  • Feedback Tab
  • Web service (API)
  • Trigger or automation
  • Forum topic
  • Closed ticket
  • Ticket sharing
  • Facebook Post
Resolution time in hours Use this condition to narrow down tickets by the number of hours from when the ticket was created to Closed.
Ticket Satisfaction Ticket satisfaction rating is available to Regular, Plus, and Enterprise plans. This condition returns the following customer satisfaction rating values:
  • Unoffered means that the survey has not previously been sent
  • Offered means that the survey has already been sent
  • Bad means that the ticket has received a negative rating
  • Bad with comment means that the ticket has received a negative rating with a comment
  • Good means that the ticket has received a positive rating
  • Good with comment means that the ticket has received a positive rating with a comment
Requester's language Returns the language preference of the person who submitted the request.
Reopens Available in the Plus and Enterprise plans. The number of times a ticket has moved from Solved to Open or Pending.
Agent replies Available in the Plus and Enterprise plans. The number of public agent comments.
Group stations Available in the Plus and Enterprise plans. The number of different groups to which a ticket has been assigned.
Assignee stations Available in the Plus and Enterprise plans. The number of different agents to which a ticket has been assigned.
First reply time in hours Available in the Plus and Enterprise plans. The time between ticket creation and the first public comment from an agent. You can specify either calendar hours or business hours.
First resolution time in hours Available in the Plus and Enterprise plans. The time from when a ticket is created to when it is first solved. You can specify either calendar hours or business hours.
Full resolution time in hours Available in the Plus and Enterprise plans. The time from when a ticket is created to when it is solved for the last time. You can specify either calendar hours or business hours.
Agent wait time in hours Available in the Plus and Enterprise plans. The cumulative time a ticket has been in a Pending state (awaiting customer response). You can specify either calendar hours or business hours.
Requester wait time in hours Available in the Plus and Enterprise plans. The cumulative time that a ticket is in a New, Open or On-hold state. You can specify either calendar hours or business hours.
On-hold time in hours Available in the Plus and Enterprise plans. The cumulative time that a ticket is in the On-hold status. You can specify either calendar hours or business hours.
Custom fields Custom fields that set tags (drop-down list and checkbox) are available as conditions. You can select the drop-down list values and Yes or No for checkboxes.

Exporting reports

Every report in your Zendesk can be immediately exported as either a CSV or XML file. Only administrators can export reports, not agents.

To download a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage > Reporting.
  2. Click the Reports tab.
  3. Select a report.
  4. Select either CSV or XML. The files are immediately downloaded to your computer.

CSV files can be opened in spreadsheet applications like Microsoft Excel and OpenOffice.org Calc.

Note: If you are on Plus or Enterprise, you can export data from your Zendesk to downloadable CSV or XML files. You can export ticket data, user data, or a full data export. See Exporting data to a CSV or XML file. You can also get data from your Zendesk using the REST API. See the Zendesk REST API documentation.

Editing and cloning reports

Administrators can edit and clone reports. Cloning a report creates a copy that can be modified and used for some other purpose.

To edit a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Locate the report you want to edit and select Edit.
  4. Modify the title, time period, and data series as needed.
  5. Select Update Report and then click Submit.
To clone a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Locate the report you want to clone and select Clone. This command appears when you move your mouse over the report in the list of reports.
  4. Enter a new name for your report and modify the title, time period, and data series as needed.
  5. Select Create Report and then click Submit.

Deleting reports

Only administrators can delete reports.

To delete a report
  1. Click the Admin icon () from the sidebar, then select Manage > Reports.
    Zendesk Classic: Select the Manage menu, then select Reporting.
  2. Click the Reports tab.
  3. Locate the report you want to delete and select Edit.
  4. Select Delete Report and then click Submit.
Have more questions? Submit a request

Comments

  • Avatar
    Sally Coleman

    Hi please can you advise if the SLA clock stops when a ticket is put on hold?

     

    Thanks

     

    Sally

  • Avatar
    Joy Carletti

    Hi Sally, When you say 'on hold' do you mean in pending status (which normally indicates waiting for info from customer)?  This will not stop your SLA clock. 

  • Avatar
    Sally Coleman

    Hi Joy, thanks for the update that answers my question!

  • Avatar
    Oliver

    Is data available longer than 3 month intervals?

  • Avatar
    elias pardon

    Hello, in chapter Building data series they mention a list of possible Data series conditions.  What is the problem if we only see but 6 of them?

    Do we need an other account?  We now have the regular account.

  • Avatar
    Aaron Pewtherer

    @Oliver: 3 months is the maximum relative to today. Plus+ and Enterprise customers can use their GoodData Integration to view all tickets.

    @Elias: On Reporting, all plans allow for a maximum of 8 data series. If this is not occurring, please submit a ticket to support@zendesk.com, and include a screenshot.

  • Avatar
    Grant Rayner

    I'm not convinced the numbers in reports using Agent replies is accurate, part of the issue would be agents forgetting or choosing not to assign the ticket to themself when they reply, afaik you can only choose the assigned agent for a Data series so any unassigned ticket activity is missed.

    | Agent replies
    | The number of public agent comments.
    |

    I think it would be great to be able to see total ticket handles by agents and a breakdown of that activity;

    so you'd see a report with data like;

    Agent              Closes         Public replies         Priv comment         reassignments       Total Handles

    Agent A             10                  5                                 4                              10                              29

    Agent B              8                    10                              2                               5                               25

    etc etc

    Again it'd be best if it didn't matter if the ticket was assigned to the agent for the handle to count.

    This would give a clear picture of how individual agents work and their workloads, different companies and teams may value different metrics more highly, I personally think Public Replies is a key metric so am glad you have that already, some may take an interest in total data input by an agent, so a two word reply would not count as much as a two page response for example.

    Generally if the data is held somewhere then giving us ways to access it and generate reports will always be appreciated, the more Conditions / Parameters the better.

  • Avatar
    Max McCal

    Hi, Grant -

    The agent replies metric is definitely reporting the number of public agent comments on the ticket, but it doesn't create something quite like you're describing. The metric measures the total number of public agent comments, whether they are made by the assignee on the ticket or not.

    All of these metrics measure these valuables on a per-ticket basis, not a per-agent basis. We don't have that kind of reporting at this time. The same is true when you limit a report based on the assignee---it's checking whether that agent is the assignee on each ticket, and agent replies count is irrespective of that.

    Thanks for the detailed suggestions. We may consider functionality like this in the future, and it has been a popular request. Would you mind adding your request to the our feature request forums? That's where our development team looks for info like this. I can see that there is already at least one topic like this. https://support.zendesk.com/entries/488261 

    Detailed use cases are very helpful. Thanks!

  • Avatar
    Gail Flynn

    How can I create a report showing how long tickets have been open, if they are not yet closed? We want to show open ticket trends (such as: Open less than 1 day Open 1-3 days Open 3-7 days Open 7-10 days Open greater than 10 days), but I'm not sure how to pull that duration information.

  • Avatar
    Jill Kaselitz

    Hi Gail,

    You can accomplish this in a Zendesk report based on your unsolved tickets and the requester wait time in hours condition. From under Manage > Reporting > add report, you'll want to create a separate data series for each time period listed below.  I've also attached a screenshot of how 2 of these data series will appear in your account.

    -Requester wait time in hours calendar or business less than 24 (tickets open less than 1 day)

    -Requester wait time in hours calendar or business less than 72 and requester wait time in hours calendar or business greater than 24 (tickets open for 1-3 days)

    -Requester wait time in hours calendar or business less than 168 and requester wait time in hours calendar or business greater than 72 (tickets open for 3-7 days)

    -Requester wait time in hours calendar or business less than 240 and requester wait time in hours calendar or business greater than 168 (tickets open for 7-10 days)

    -Requester wait time in hours calendar or business greater than 240 hours (tickets open for more than 10 days)

     

  • Avatar
    Eric Stevens

    When I export the CVS file, the spreadsheet will not allow me to see what the formulas are for determining resolution time, first reply time, etc. Is this by design?

  • Avatar
    Aaron Pewtherer

    @Eric Forumlas as explained above. The calculations are done before the report is generated. To see ticket properties place a ".xml" after the URL when viewing a ticket. If tickets are not displaying correctly, send us a support ticket so we can investigate.

  • Avatar
    Jay Fleming

    Simply stated is there an easy way to create a report to see how many tickets an agent picks up in a given time period?

    In the past we have allowed agents to pick up there own tickets and I want to know who is pulling there weigh.

    thanks,

    Jay

  • Avatar
    Aaron Pewtherer

    @Jay WIth reporting inside Zendesk you can create a data series using a time range as a condition (E.g.: "First Reply time in hours Less than;Greater than...) For requesting time in averages, you will need to have a Plus+ account and perform a free export to a GoodData project.

  • Avatar
    Julien Callede

    Hi guys, 3 questions for me:

    1. Is there a way of creating reports only visible by myself and/or some agents and/or only some admin?

    2. Is there a way of exporting in CSV or anything else all tickets sent to a specific address, with their basic data (this is quite easy) AND with the text content of the ticket? (this is what i'm looking for) > I want to be able to read quickly through all tickets and rate the quality of answers manually, but it's too time consuming to screen through all answers one by one

    3. do you have some great tips in order to monitor (and therefore improve) agents answer quality? (best tips welcome)

     

    Thanks!

  • Avatar
    Aaron Pewtherer

    @Julien

    1) Plus+ Accounts have reports available to all agents, with only Admin able to edit. For enhanced roles and view restrictions of Reports, only our Enterprise plan has this ability.

    2) Yes. When the ticket arrives at a certain email address, use a trigger to tag the ticket. You can then use the trigger condition, "Ticket received at..." to add the tag. Comments, however, only appear on the XML export (Plus+ accounts) or API.

    3) Suggestion: Ask you agents to create macros on a well-worded response for all to use. Then, you can tag the ticket at the same time to see what macros they are using. Then, you can run reports on how many tickets are being answered with macros versus their own words. Another best practice is to spot-check their responses. You can run automations every couple of hours that can send notifications to an email address of recently modified tickets.

  • Avatar
    Julien Callede

    Thanks Aaron, really useful! How do I create an XML report though? (we are Plus+ account)

  • Avatar
    Aaron Pewtherer

    @Julien On PLus+ accounts, you can create a Full XML backup under Manage > Reporting > export [tab] > Full XML export

  • Avatar
    Julien Callede

    hi Aaron, thanks for the answer.

     

    other question: is there a way of seeing on a live (or almost live basis) tickets handled by all my agents during the day?

     

    i have created a report for it, but it limits me to 8 data series (and therefore 8 agents)

     

    how can i increase this limit?

  • Avatar
    Aaron Pewtherer

    @Julien: That is a feature request; the data series is limited to 8. Expanding the Reporting feature for more real-time reporting is on our roadmap; no timetable yet.

  • Avatar
    Pat G.

    Hi,

    Is it possible to have reports that provides the number of tickets per requester or per value of a custom text field ?

  • Avatar
    Aaron Pewtherer

    @Pat: Great question. Reports can be done for tickets by tags, organization or ticket fields that create a tag (dropdown/checkbox). With requesters, you can add them to an organization, or add a tag to their profile, then specify that as a report condition. There is no way to run a report based on the content of a text field.

  • Avatar
    Pat G.

    @Aaron: Thanks, it would have been nice to be able to track which requester/customers generates the most requests. We also a mandatory field to tag a unique identifier for each accounts. I could have used that. 

    I could change the identifier field for a tag but then its not mandatory anymore. 

  • Avatar
    Aaron Pewtherer

    @Pat: If you have a Plus+ account, the free GoodData Integration displays the name of the requester (not the email address) in a report. You can display a list of requesters by name with total number of tickets submitted by time frame.

  • Avatar
    Anthony W

    Hi,

    In regards to the "first reply time in hours". We have set up our support system as an email help desk. If an agent replies from email, I've noticed that the status and assignee of the ticket don't change. Are email replies from Agents counted in the "first reply time in hours" metric or does it have to be done from the site?

  • Avatar
    Aaron Pewtherer

    @Anthony: Great question. The status and assignee are not relevant to the first reply time. This time is specifically, "The time between ticket creation and the first public comment from an agent."

  • Avatar
    Anthony W

    Hey Aaron. Thanks for the quick reply. I did want to confirm though that sending a reply email counts as a public comment from an agent (vs being logged into site).

  • Avatar
    Aaron Pewtherer

    @Anthony: Confirmed. :)

  • Avatar
    Jeff

    Is there a way to have a report emailed to me every day?  

  • Avatar
    Aaron Pewtherer

    @Jeff. Yes. But only through GoodData. Within Zendesk, reports are a manual process, or on Plus+/Enterprise, you can also send the Full CSV export to an http:// address. This setting is accessible under Manage > Reporting > export [tab]

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