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

This article contains the following sections:

• About reports
• Zendesk reports to get you started
• Creating reports
• Exporting reports
• Editing and cloning reports
• Deleting reports

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.

Note: Accounts with more than 20,000 unarchived tickets can generate the same report once every 30 minutes. All other accounts can generate reports as often as needed.

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.

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 for up to three months.

Note: Reports do not include archived tickets. Tickets are automatically archived 120 days after they are closed (see About ticket archiving).

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 added. Press Enter between each tag you add.
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	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.