Ticket Archive Report
Learn how to generate Ticket archive report here.
info
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| Sno | Field | Description | Comments |
|---|---|---|---|
| 1 | ticket_id | The auto generated reference number for every incoming ticket | |
| 2 | user_email | Email ID of the end user who raised the ticket | |
| 3 | subject | Subject of the incoming ticket | |
| 4 | tags | All the tags applied on the ticket | |
| 5 | group | The current group to which the ticket belongs to | |
| 6 | group_email | The email ID that is configured to the assigned group | |
| 7 | status | The current status of the ticket | |
| 8 | assignment_type | The nature of how the ticket got assigned - AUTO (by the bot) or MANUAL (by agent/admin) | |
| 9 | source_email | The email ID to which the customer raised/created this specific ticket to | |
| 10 | priority | The current priority of the ticket | |
| 11 | resolution_time | The timestamp at which the ticket was marked resolved | |
| 12 | handling_time | The time taken by the agent to resolve the ticket | [[Resolved time - Assigned time] - Time spent in (Pending + On-hold)] |
| 13 | assigned_to | Name of the current assigned agent | |
| 14 | created_time | The timestamp at which the ticket was created | |
| 15 | assignment_count | The total number of times the ticket was reassigned to the agent | |
| 16 | first_assignment_time | The timestamp at which the ticket was first assigned to the agent | |
| 17 | assignment_time | The timestamp at which the ticket was assigned to the agent, in case of reassignment | |
| 18 | number_of_replies | The total number of replies from the agent in the ticket | |
| 19 | reopened_count | The total number of times the ticket was reopened | Default value is 0 |
| 20 | reopened_time_latest | The timestamp at which the ticket was reopened last time | |
| 21 | reopened_by | Info of the person who reopened the ticket | |
| 22 | first_response_duration | The duration between the ticket getting assigned and the agent providing first response | |
| 23 | first_response_time | The timestamp at which the first response was sent in the ticket | |
| 24 | average_repsonse_time | The average time between each of customer's and agent's responses | |
| 25 | agent_email | The email id of the current agent assigned to the ticket | |
| 26 | total_sla_triggers | The total number of SLAs that are applicable for this ticket | |
| 27 | total_sla_achievement | The total number of SLAs achieved on this ticket | |
| 28 | total_sla_breach | The total number of SLAs breached on this ticket | |
| 29 | sla_achievement_percentage | Percentage of SLAs achieved to the total applicable SLAs | (# SLAs achieved / # Total SLAs applicable) X 100 |
| 30 | first_response_time_sla | The duration by which the first response SLA was achieved/breached | Eg: +20:00 if the first response was achieved 20 mins before the set limit OR -10:00 if the first response was breached by 10 mins |
| 31 | every_response_time_sla | Percentage of every response SLAs achieved to the total applicable SLAs | |
| 32 | resolution_time_sla | The duration by which the resolution SLA was achieved/breached | Eg: +20:00 if the resolution was achieved 20 mins before the set limit OR -10:00 if the resolution was breached by 10 mins |
| 33 | collaborators | Email IDs of the other agents who collaborated in this ticket | |
| 34 | custom fields | All the custom field data updated for this ticket |