Helpdesk Ticket Log Report

This report will provide access to data on tickets created in your organization across projects.

Running the Report

To access this report, navigate to Analytics > Baseline CSV Reports > Create Reports.

Select the Helpdesk Ticket Log report from the list and specify your filter to run the report. The available filters include:

Creation Start & End Dates - This is a required set of filters to scope the report to tickets created within the specified time frame.
Project Name - A single select dropdown allowing you to filter to a specific Helpdesk project.
Ticket Status - A single select dropdown allowing you to filter to a specific ticket status.
Ticket Type - A single select dropdown allowing you to filter to a specific ticket type.
Assignee Email - A filter allowing you to narrow to tickets assigned to a specific user.
Reporter Email - A filter allowing you to narrow to tickets created by a specific user or contact.

The report is also available via our Helpdesk Ticket Log API endpoint.

Some Questions the Report Answers

How many tickets were created in x time frame? In which projects?
What tickets are in which statuses?
How many tickets are assigned to x user?
How many tickets were reported by x contact?
How many open critical, high, medium, etc. tickets do we have? By which projects?
What is the average ticket resolution time? By project?

Data Columns

Below is the list of columns you can expect to receive from this report.

Column Name	Value Description
ticket_created_at_utc	The date and time that the ticket was created.
org_id	This is the Id of your organization's account.
org_name	The name of your organization's account.
project_name	The name of the Helpdesk project the ticket is in.
ticket_priority	The priority of the ticket.
ticket_status	The ticket's status at the time the report was run.
ticket_type	The type of the ticket, e.g. task, problem, question, etc.
ticket_uuid	The UUID of the ticket.
ticket_title	The ticket's title.
ticket_description	The ticket's description text.
ticket_reporter_email	The email of the reporter of the ticket.
ticket_reporter_name	The name of the reporter of the ticket.
assigned_user_name	The name of the user assigned to the ticket.
assigned_user_email	The email of the user assigned to the ticket.
first_response_sent_utc	The date and time of the first response sent.
time_to_first_response_in_minutes	The time passed betwen ticket creation and first response, in minutes.
first_responder_email	The email of the user who first responded.
first_responder_name	The name of the user who first responded.
latest_response_sent_utc	The date and time of the latest response sent.
latest_responder_email	The email of the user who last responded.
latest_responder_name	The name of the user who last responded.
due_date_utc	If defined, the due date specified on the ticket.
sla_ever_breached	If configured, it indicates if the defined SLA for this ticket was ever breached.
first_sla_breached_at_utc	The date and time of the first SLA breach.
latest_sla_breached_at_utc	The date and time of the latest SLA breach.
deleted_at	If deleted, indicates the date and time the ticket was deleted.
delete_reason_name	If deleted, it denotes the reason for deletion.
is_ticket_complete	Denotes if the ticket is completed.
ticket_completed_at_utc	The date and time that the ticket completed.
time_to_resolution_in_minutes	The time to ticket resolution in presented in minutes.
assigned_user_email_when_ticket_completed	The email of the user who was assigned the ticket when it was completed.
assigned_user_name_when_ticket_completed	The name of the user who was assigned the ticket when it was completed.
ticket_tags	A list of the tags that were applied to the ticket.
custom_fields	A JSON array of the custom fields associated to the ticket.

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