Monitoring ticket activity and agent performance with reports Follow

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Classic reporting: If you joined Zendesk on or after April 30, 2015, you do not have the Classic reporting functionality described in this article.

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 Professional and Enterprise, you also have access to Insights reporting. For information, see Setting up Zendesk Insights.

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 Support 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.
  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.
  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.

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. Reports do not include archived tickets (tickets are archived 120 days after they are closed in Zendesk Support).

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
Condition Description
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 on Professional 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 on Professional and Enterprise. The number of times a ticket has moved from Solved to Open or Pending.
Agent replies Available on Professional and Enterprise. The number of public agent comments.
Group stations Available on Professional and Enterprise. The number of different groups to which a ticket has been assigned.
Assignee stations Available on Professional and Enterprise. The number of different agents to which a ticket has been assigned.
First reply time in hours Available on Professional and Enterprise. 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 on Professional and Enterprise. 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 on Professional and Enterprise. 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 on Professional and Enterprise. 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 on Professional and Enterprise. 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 on Professional and Enterprise. 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.
  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 Professional or Enterprise, you can export data from Zendesk Support 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.
  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.
  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.
  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

  • 0

    If you joined Zendesk on or after April 30, 2015 you do not have the Classic reporting functionality described in this article.


    What does this mean for me? I'm using it since one month with Plus plan.

  • 0

    Hi Andreas!

    That note is just letting you know that if you started using Zendesk after 4/30/15, the little yellow notes about Zendesk Classic will not apply to you.

    Please let me know if you have any other questions!

  • 0

    Hi ZD.
    I'm trying to build a report that shows # of tickets created per organization per month to date.
    Was going to build one with Data Series, but noticed we're limited to 8 - also didnt look like this would work too well with 100+ org's.

    Thanks!

  • 0

    Hi Jay,

    Whilst our standard reporting feature in Zendesk can be limited, the type of report you're looking to create can easily be done through our more in-depth reporting feature - Insights. Insights allows you to create a wide range of reports which you can use for further analysis at any time. This is available to users on the Plus and Enterprise plans currently.

    You're welcome to check out some further info on our Insights feature here: http://bit.ly/1kFXlub

    Please let us know if you have any further questions and we'll be happy to help. :)

  • 0

    Hi there,

    I was wondering if there was a way where I could display the total hold time so far.

    I've found that the current metrics available that calculate hold time in hrs/mins, only display a total when the ticket is Solved/Closed. 

    My manager needs a report that shows the total Hold hours from when the ticket was first set to Hold until now regardless of the current status. 

    For example: A ticket was created at 8am today and was put on Hold 1 hr later.

    I check this report at 3pm today and it shows me that the ticket has been on hold for a total of 6 business hours so far. 

    I hope this makes sense! 

    Thanks in advance!

  • 0

    I've been tasked in Zendesk to build a custom report that breaks down the number of tickets created each month (and year) by category. That's easy enough to do, but those categories also need to be a defined combination of multiple related categories (or tags) so as to make the report simpler to read (So all categories and subcategories under "Software" for instance). Essentially I need to combine specific categories that are all part of a larger group and to create a label that represents that group. Does anyone have a code example of this or any way to demonstrate how this might be accomplished?

  • 0

    David

    This used to be a horrible and high maintenance problem with GoodData. But now you can test for text matching a pattern. Do this with the LIKE AND ILIKE clauses.

    Here is an example for checking for a tag  that begins 'efinwfkey_' 

    • SELECT case when Ticket Tag [Ticket Tag] LIKE "efinwfkey_%" then 1 else 0 end

    So if you have a custom field that you have split into categories using two colons you can do a similar match on the tags or the custom field.

    Now if you add new sub categories, your count will still work.

  • 0

    To David - I see you've also created a support ticket for this question. We can work in more detail there, which will be a huge help for fine-tuning this report. Watch for my email!

    To Graeme - That's a great tip! The LIKE and ILIKE clauses are incredibly useful. Just be careful about using ticket tags in your metrics. Tag data is not stored in the same way as other ticket properties, so you need to take special steps to report on them. 

    If anyone is using nested dropdown fields, I recommend this recipe article, which uses those LIKE clauses with the field values instead of their tags.

    Happy reporting!

  • 0

    Thanks Amy!

  • 0

    Hi, 

    I was wondering how one could get statistics about the agents' performance through a custom Insights reports. Specifically, I cant see how I could generate a report that would indicate how many tickets an agent solved, regardless of whether they were assigned to him/her or not (that is, the assignee attribute is not helpful in this case)

     

    Thanks!

  • 0

    Try using...

    HOW

    • Updater

    FILTER

    • Date Event is (date range)
    • Updater role is Agent, Admin

    Create a custom metric to count the ticket where the status has been changed to solved.

  • 0

    Great article and I love the recent updates! This reporting is critical to managing your support queue for optimal efficiency. 

    To take this one level deeper and delve into the world of real-time agent monitoring, agent scorecards, activity and productivity tracking, Tymeshift's agent management features may be of added and complimentary benefit.*

    *I'm from the Tymeshift team so this is a shameless, but none the less genuine plug. :) 

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