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Desk Analytics & SLA Dashboard documentation

Documentation for Desk Analytics & SLA Dashboard, a read-only reporting extension for Zoho Desk. It describes the extension as it exists today.

Requirements

  • A Zoho Desk organisation in a supported data centre: US, EU, IN, AU, JP, CA or SA.
  • A profile that can read tickets. The extension reads with that user's own Zoho login, so it sees the tickets that user can see.

Install and first run

Install from Zoho Marketplace and open "Desk Analytics" from the Desk top band. The first time, authorise the read-only connection (Desk.tickets.READ) when Zoho asks; each user does this once.

Set your working calendar (days, hours, timezone) and SLA target, then click Run analytics. In deep mode it also reads each ticket's status history to measure time-in-status, reopens and first response.

Reading the dashboard

  • KPIs: tickets analysed, median resolution and first response in business hours, SLA breach rate and reopen rate.
  • Charts: SLA breach trend by creation day, time in status, and volume by channel, priority and tag.
  • Tables: an agent leaderboard and every analysed ticket, with a filter and CSV export.

Export

Export tickets (CSV) gives one row per ticket with every metric; Export summary (CSV) gives the headline numbers and distributions. Both are UTF-8 and open directly in Excel, Numbers or Google Sheets. Files are generated in your browser and saved to your device.