Build a custom report

The report builder answers questions the overview doesn’t, such as “median first reply per brand last month” or “tickets per tag per week”. Growth includes 10 saved reports; Pro and Enterprise have no limit.

Build a report

1. Open Reports, Report builder.
2. Pick Metrics: tickets, solved tickets, first reply time (median, average or 90th percentile), full resolution time (median or average), reopens, agent replies, SLA achieved %, satisfaction %, and time spent.
3. Pick Rows (dimensions): created day, week or month, group, assignee, channel, status, priority, type, ticket form, brand, tag or time spent.
4. Set the dates with From and To.
5. Choose Add filters to count only some tickets. Filters use the same conditions as views and triggers.
6. Pick the Visualization: Table, Bar, Line, Stacked or KPI.
7. Choose Run report.

A line chart needs a date row first. Stacked columns need a date row and a count metric.

Save and share

1. Choose Save report and give it a Report name.
2. Under Visible to, choose Only me, A group or All agents.

Saved reports are listed under Saved reports. Open one to change it, then Save changes or Save as new. Export CSV downloads the result.

Creating and editing saved reports needs report edit access in your role. Without it, you can still run reports.

Per ticket

Each ticket’s metrics (first reply, first and full resolution, replies, reopens, assignee and group stations, SLA targets) appear within 15 minutes of its first update.

Related

• Build a dashboard
• Report metrics explained