Working with Static Reports

Working with Static Reports

Static Reports are tabular reports that consist of an ordered set of fields in columns, with each row representing a ticket. As its name suggests it is generated for certain predefined filter parameters, that cannot be changed. A report of tickets that violated SLA targets, for example, is a static report. Zoho Desk includes two static reports that you can run right out of the box. They are:
  • Violated Tickets
  • Reopened Tickets

Violated Tickets
The Violated Tickets report helps you better understand your SLA violations by listing the tickets that breached an SLA metric's target time. You can also drill-in to view underlying tickets in each channel by selecting a Channel name, or you can view tickets handled by each owner by selecting the Agent name. The following fields are available when viewing the Violated Tickets report:

Field
Description
Ticket ID
The unique ID assigned to the ticket
Subject
The subject of the ticket
Ticket Owner
The current owner of the ticket
SLA Name
The name of the SLA policy that the ticket is measured against
Violated Time
The time at which the SLA metric's target time was violated
Owner During Violation
The ticket's owner at the time of SLA violation
Violation Type
The violation type (First Response Violation or Resolution Violation) specific to the SLA
Priority
The current priority of the ticket
Response Due Date
The next date and time at which the ticket must be responded
Resolution Due Date
The next date and time at which the ticket must be resolved
Channel
The channel the ticket was created from
Status
The current status of the ticket

Reopened Tickets
There could be various reasons as to why a ticket might be reopened by an end user. But it is important to see if your agents are closing tickets too early when the end user is not satisfied yet with the resolution.

The Reopened Tickets report helps you better understand this by listing the tickets that have been solved at least once and then reopened. You can also drill-in to view underlying tickets in each channel by selecting a Channel name, or you can view tickets handled by each owner by selecting the Agent name. The following fields are available when viewing the Reopened Tickets report:

Field
Description
Ticket ID
The unique ID assigned to the ticket
Subject
The subject of the ticket
Ticket Owner
The current owner of the ticket
Owner During Reopen
  The ticket's owner at the time of reopening
Created Time
  The time at which the ticket was created
Reopen Time
  The time at which the ticket was reopened
Channel
  The channel the ticket was created from
Status
  The current status of the ticket

Accessing Static Reports
The Static Reports can be accessed from under the Reports tab in your help desk account.
To access the reports:
  1. Click the Reports module.
  2. On the Reports Overview page, click Reports again from the left panel.
  3. On the Reports Home page, scroll down to access the Static Reports section at the bottom of the page.

Defining Time Frames
By default, static reports will display tickets that were violated or reopened during the last 7 days. However, you can customize the time frame to locate specific tickets or to identify trends in the number of tickets over time.

There are nine predefined time frames that you can use for all static reports:
  • Last 24 hours
  • Today
  • Yesterday
  • Last 7 days (default for all static reports)
  • Last 30 days
  • Current week
  • Last week
  • Current month
  • Last month
    • Custom - Select a start and end date

To define the time frame:
  1. Select a static report.
  2. On the Report Details page, select the Last 7 days filter in the upper-right area.
  3. In the drop-down menu, do one of these:
    • Select a predefined time frame from the drop-down list.
    • Select Custom and then specify a custom date or range of dates.
  4. The report data will be updated to reflect the changes.

Grouping Report Data
Zoho Desk supports grouping of tickets based on specific fields in a static report. Tickets with the same value in the selected column(s) are grouped together and the count of tickets will appear alongside the grouped value. For example, in the Violated Tickets report you can group violated tickets by the SLA name.
The following are the predefined values by which you can group the tickets:
  • None (default for all static reports)
  • Date
  • Channel
  • Agent
  • Ticket
  • SLA (only for Violated Tickets report)

To group report data:
  1. Select a static report.
  2. On the Report Details page, click the More icon (  ) in the upper-right corner of the page.
  3. In the Group by section, select a field to group by.
  4. Columns you group by will display first in the static report.

Note:
  • You cannot group reports data by more than one field.

Exporting Report Data
The Export feature enables you to export your report data anytime in the formats - Excel (grid format), CSV, and PDF. Please keep in mind that you can export a maximum of 2000 records per instance.

To export report data:
  1. Select a static report.
  2. On the Report Details page, click the More icon (  ) in the upper-right corner of the page.
  3. Hover your mouse pointer over the Export option and then select the required export format.
  4. The report will be instantly exported and downloaded into your default folder in the chosen format.

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