Support Help

Reports

You can streamline your organization process by avoiding the process bottlenecks using the reports. You can run the various predefined reports or you can create customized reports. Zoho Support also enables you to automate the reports generation on daily, weekly or monthly basis. With this clear report, you can finalize prime modifications in the work flow towards a good center functioning.

  1. List of predefine reports
  2. How do I create new reports folder?
  3. How do I create new reports?
  4. How do I schedule my report?
  5. How can view my reports?
  6. I want to export my reports
  7. How do I delete my reports

Predefined Reports

Zoho Support provides you with various predefined reports which the administrator can customize as per their need. The predefined reports are

  • Ticket Reports
  • Solution reports
  • Account and Contact Reports
  • Tasks Reports
  • Product Reports
  • Customer Happiness Reports

List of predefined reports

Report Name Description
Tickets by Mode Displays all the tickets created based on the mode of customer contact i.e. through e-mail, webportal or phone
Tickets by contact Displays all the tickets based on the contacts or customers
Tickets by Account Displays all the tickets based on the Account
Tickets by Status Displays all the tickets based on the Status such as New, Onhold, Escalated and Closed
Tickets by Priority Displays all the tickets based on the priority such as High, Medium and Low
Popular Solutions Displays all the solutions based on its owner and time of addition
Contact Mailing List Displays all the Account and the respective contact details
Accounts by Industry Displays all the Accounts based on the type of Industry
Tasks Report Displays all the tasks based on the Due Date and the Status of the tickets such as Not started, Deferred, In Progress, Completed and Waiting on someone else
Products by Category Displays all the products based on their category
Products by Support Termination Date Displays all the products based on the Support Termination Date during the current month
Products by Tickets Displays all the products with their respective tickets associated with the product
All Overdue Tickets Displays all the Tickets that were not resolved on time
Tickets Overdue Now Displays all Overdue Tickets that are currently Open

Creating New Reports

Step 1: You can create new reports as per your requisite.

To create a new report, do the following:

  1. Click Reports tab.
  2. In the Reports Home page, Click Create New Report button.
  3. In the Create Report Page, select a module for which a new report has to be created as a primary module.
  4. Select Related Modules as cross functional module.
  5. Click Continue.
="Create

Step 2: Provide the following report information

  1. Report Type.
  2. Tabular Report: Displays the report is simple tabular form.
  3. Summary Report: Displays the report with your data long with sub totals, groupings and other summary information.
  4. Matrix Report: Displays the report that allows you to view data summarized in a grid against both horizontal and vertical columns.

Note:

  • When you select the Summary Report, the Grouping tab is also available.
  • You can Run or Save the report at any point while creating it.
  • When you click Run button, the system prompts you to save the report. The report is saved temporarily and then a preview of the report is generated.
  • When you click Save button, the report is saved in the folder that you specify.

Step 3: Select Columns in Create Reports

  1. In the Create Report page, click Columns tab.
  2. Do the following to select the columns to be displayed in your report:
    • Select the columns from the Available Columns list box.
    • Click Add.
    • The columns are then added to the Selected Columns list box.
    • Use the (Up) and (Down) arrow keys to sort the display order of the columns.
    • Select the column name and click to delete the selected column.
  3. Click Save to save the report first, and then run it.
  4. Once you have selected the report columns, click the Grouping tab if you are using Summary Report otherwise click the Columns to Total tab (refer Step 5).

Step 4: To save report in folder

  1. In the Create Report page, click Run or Save.
    Note, that you can run the report only after you save it.
  2. In the Save Report dialog box, do the following:
    1. Enter Report Name.
    2. Enter the Description of the report.
    3. Select the Report Folder in which the report has to be stored.
  3. Click Save.

Step 5: To group report columns

  • In the Create Report page, click Grouping tab.
  • In the Grouping page, you can group the records based on the grouping criteria that you specify.
  • Select the values from the respective lists.
  • Select Ascending or Descending from the list.

Step 6: Select Columns to Total

  1. In the Create Report page, click Columns to Total tab.
  2. In the Columns to Total section, select the required arithmetic functions (Sum, Average, Lowest Value, Largest Value) for any of the below options:
    • Account - Annual Revenue
    • Account - Topic Template

Step 7: Select Criteria to specify advanced sorting filters

  1. In the Create Report page, click Criteria tab.
  2. In the Criteria section, select the additional criteria in Standard Filters and Advanced Filters for the report.
  3. Once you have completed the report customization, do one of the following:
    • Click Run to preview the report.
    • Click Save.
    • Click Cancel.

Creating Global Reports

Global reports give you a holistic view of support statistics across all the departments in your organization.

To create a global report, follow the steps given below:

  1. Click the Reports tab
  2. In the Reports Home page, select Create Global Reports
  3. In the Create Report section, select Tickets
  4. Select Related Modules. For example, Tasks
  5. Click Continue
  6. In the Report Type tab, select the type of report you want to generate
  7. In the Columns tab, select the columns you require
  8. Click Add
  9. In the Columns to Total tab, select the required mathematical operations
  10. In the Criteria tab, select the criteria for the filters you want to apply to the report from the Standard Filters and Advanced Filters sections
  11. Click Run, to view the report immediately
  12. Click Save, to save the report

Creating New Report Folders

You can create various personal and public folders so that you can store the reports in a common folder for easy access. By default, reports are stored in different categories.

To create New Report Folder, do the following:

  1. Click Reports tab.
  2. In the Reports home page, click Create New Report Folder.
  3. In the Create New Report Folder page, do the following:
    1. Enter the Folder Name.
    2. Enter the Folder Description.
    3. Select Accessibility Details:
      • All Users are allowed to view this Template Folder
      • Show this Template Folder only to me 
      • Allow the following users to view this Template Folder  - Specify users or user roles who can access the folder.
  4. Click Save.

Note:

  • All the report folders are publicly visible, but the reports within the folder can be made private.

Report Scheduler

Automate the process of sending the reports to your Zoho Support users or other non-Zoho Support users. You can schedule the process on a periodic basis like daily, weekly, monthly or yearly. Then the specified users will get the reports periodically as an email attachment (XLS format).

Note:

  • You can create any number of report schedulers but only a maximum of 50 schedulers can be active.

To configure the Report Schedule, do the following:

  1. Click Reports tab.
  2. In the Reports Home page, click Reports Scheduler.
  3. In the Scheduled Reports page, existing schedulers, if any, are displayed.
  4. Click New Report Schedule.
  5. In the New Report Schedule page specify the values, fill the below details:
    • Enter the Schedule Name which is mandatory.
    • The From field is already filled.
    • Select Report type from the drop down list which is mandatory.
    • Make a checkmark in Active checkbox if you want to activate the report scheduler.
    • Enter the Start Date and Time which is also mandatory.
    • Choose the Repeat as Daily, Weekly, Monthly or Yearly.
    • In the Recipient Details, select the source type as Groups or Roles or Roles and Sub ordinates or Agents.
    • Add the required users to the Selected Column.
    • Provide the email address of the non Zoho Support users in the respective field.
    • Click Save.

Viewing Reports

To view the reports, do the following:

  1. Click Reports tab.
  2. In the Reports Home page, click the required reports' module.
  3. From the list of reports that are displayed, click the required report's link.
  4. Click Customize link next to the report to customize the report.
  5. In the [Reports] page, you can do the following:
    • Export: Use this option to export and save the report in Excel, PDF, or CSV format in your local disk.
    • Save As: Use this option to save the report with a new name. This option is useful when you filter a specific set of data and save it for future reference.
    • Customize: This feature is used to customize the report with regards to the report types, columns, grouping, filter criteria in the report, etc. For more details, refer Customize.
    • Reload: Use this option to update or refresh the contents of the page.
    • Hide Details/Show Details: Click Hide Details to hide the details of the report and click Show Details to see the hidden details of the report.
    • Create Chart: This feature enables you to create charts, (such as Bar diagrams, Pie charts, Line charts, Funnel charts) based on the selected report details. Do one of the following, and then click Apply Filterto view reports based on the filter options specified:
      • Select Last Created Time or Last Modified Time from the Column list.
      • Select the option from the adjacent list. (Next FQ, for example).
        On selecting this option, the system automatically displays the Start and End date in the respective boxes.
    • Enter the Start Date and the End Date in mm/dd/yyyy format, or select the date from the calendar displayed.

Note:

  • FQ refers to Financial Quarter and FY refers to the Financial Year.
  • You can view a maximum of 2000 records in a report.

Exporting Reports

You can export the reports data in XLS, CSV, PDF and HTML formats and use them to analyze data.

  1. Click Reports tab.
  2. In the Reports Home page, select a report from the required module
  3. In the Reports Detail page, click Exportand choose one of the following options:
    • Export to Excel: Allows you to save the report in .XLS format
    • Export to CSV: Allows you to save the report in CSV format
    • Export to PDF: Allows you to export the report as a PDF

Deleting Reports

To delete reports, do the following:

  1. Click Reports tab.
  2. In the Dashboards Home page, select Reports section displayed towards your left.
  3. In the Reports home page, click Del link provided alongside a report.

Note:

  • You can delete only the reports created by you.
  • The standard reports cannot be deleted, but can only be customized as per your requirements.

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