Helpdesk Custom Field Ticket Log Report

This report will provide access to data on tickets created in your organization across projects, but with the addition a column for each custom field applicable to tickets in your account.

Running the Report

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

Select the Helpdesk Custom Field 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 tagged with which custom fields?
How many tickets were created with x custom field?

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**	There will be a separate column per custom field applicable to the ticketing projects in your account. The column header will be the name of the custom field.

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