Ticket Archive Report

To learn how to generate Ticket Archive Report, click here.

info

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SnoFieldDescriptionComments
1ticket_idThe auto generated reference number for every incoming ticket
2user_emailEmail id of the end user who raised the ticket
3subjectSubject of the incoming ticket
4tagsAll the tags applied on the ticket
5groupThe current group to which the ticket belongs to
6group_emailThe email id that is configured to the assigned group
7statusThe current status of the ticket
8assignment_typeThe nature of how the ticket got assigned - AUTO (by the bot) or MANUAL (by agent/admin)
9source_emailThe email id to which the customer raised/created this specific ticket to
10priorityThe current priority of the ticket
11resolution_timeThe timestamp at which the ticket was marked resolved
12handling_timeThe time taken by the agent to resolve the ticket[[Resolved time - Assigned time] - Time spent in (Pending + On-hold)]
13assigned_toName of the current assigned agent
14created_timeThe timestamp at which the ticket was created
15assignment_countThe total number of times the ticket was reassigned to the agent
16first_assignment_timeThe timestamp at which the ticket was first assigned to the agent
17assignment_timeThe timestamp at which the ticket was assigned to the agent, in case of reassignment
18number_of_repliesThe total number of replies from the agent in the ticket
19reopened_countThe total number of times the ticket was reopenedDefault value is 0
20reopened_time_latestThe timestamp at which the ticket was reopened last time
21reopened_byInfo of the person who reopened the ticket
22first_response_durationThe duration between the ticket getting assigned and the agent providing first response
23first_response_timeThe timestamp at which the first response was sent in the ticket
24average_repsonse_timeThe average time between each of customer's and agent's responses
25agent_emailThe email id of the current agent assigned to the ticket
26total_sla_triggersThe total number of SLAs that are applicable for this ticket
27total_sla_achievementThe total number of SLAs achieved on this ticket
28total_sla_breachThe total number of SLAs breached on this ticket
29sla_achievement_percentagePercentage of SLAs achieved to the total applicable SLAs(# SLAs achieved / # Total SLAs applicable) X 100
30first_response_time_slaThe duration by which the first response SLA was achieved/breachedEg: +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
31every_response_time_slaPercentage of every response SLAs achieved to the total applicable SLAs
32resolution_time_slaThe duration by which the resolution SLA was achieved/breachedEg: +20:00 if the resolution was achieved 20 mins before the set limit OR -10:00 if the resolution was breached by 10 mins
33collaboratorsEmail ids of the other agents who collaborated in this ticket
34custom fieldsAll the custom field data updated for this ticket