Service Reports
Advanced reporting for Service covers two areas: ticket activity and portal activity.
On this page:
Ticket reports
Fields and filters
The Report Fields section lists fields you can drag into either the Filters and Parameters section or the report’s preview grid. These are the same fields offered when you click Add a Filter Row. Filters can be applied as quick filters or basic filters; when combining two or more with “and” / “or” operators, the resulting filter logic determines what the report actually returns.
Available ticket report fields include age measures (Age in Days, Age in Hours, Age in Days From Created to Closed, Time in Hours to Close), dates (Created, Updated, Solved, Closed), people and ownership (Contact Name, Organization, Owner, Last Reply From), ticket attributes (Ticket Number, Subject, Status, Priority, Type, Source, Tag List, Support Email Address), SLA fields (SLA Policy, SLA Current Target, SLA Time Remaining), First Reply Time in hours, and custom fields on tickets plus standard and custom fields from linked contacts and organizations.
Standard ticket reports
| Report | What it shows |
|---|---|
| Ticket Report | General ticket data with filters applied as needed. |
| Ticket Comment Report | Ticket comments across the account. Draft comments are excluded. |
| Average Ticket Time to Close | Average time agents took to close tickets. |
| Open Tickets by Priority | Priority breakdown of open tickets and counts per grouping. |
| Open Tickets by Status | Status breakdown of open tickets. |
| Monthly Ticket Volume by Channel | Tickets received from each source per month. |
| Monthly Tickets Closed by Agent | Tickets closed per agent per month. |
| Ticket CSAT Report | CSAT scores and comments. See Customer satisfaction surveys. |
Portal reports
The Portal Reports folder contains three reports, each defaulting to the filters “Default Portal” and “This Quarter.” Standard and custom Contact or Organization fields can be added to any of them.
| Report | Default fields |
|---|---|
| Portal Contact Article View | Article Title, Article Viewed Date, Portal Name, Contact First Name, Contact Last Name |
| Portal Contact Signup | Contact First Name, Contact Last Name, Contact Login Email Address, Portal Name, Portal Signup Date |
| Portal Contact Vote | Contact details plus which articles the contact liked or disliked |
The Portal Contact Article View and Vote reports together are the closest thing Service has to article-level analytics, which makes them the practical tool for judging whether Knowledge content is working.