Reports
What the ZyberDesk Reports pages show: ticket volume and backlog, team workload, and AI deflection.
Reports
Reports in the left rail gives your team a quick read on the queue. It is built only from data ZyberDesk already stores, so there is nothing to set up. There are three pages:
| Page | Group | What it shows |
|---|---|---|
| Overview | Tickets | Tickets created and solved per day, the open backlog and how it splits by status and priority. |
| Team workload | Tickets | Open tickets per teammate, right now. |
| AI deflection | AI | How much chat your assistant handles without a person. |
Overview and Team workload need tickets to be turned on. When tickets are explicitly off, those pages say "Tickets are turned off" with a link to Settings > Modules, and the Reports rail item opens AI deflection, which is based on chats and always shows.
Response-time and SLA reports are not available.
Overview
The Overview page shows four tiles, a chart and two breakdowns.
- Open backlog. Tickets that are open or pending right now.
- Created. Tickets created in the selected range.
- Solved. Tickets solved in the selected range. This number is approximate, see below.
- Net change. Created minus solved.
- Created vs solved. A per-day chart. Days are UTC days.
- Backlog by status and Backlog by priority. The active tickets right now.
- Needs a look. Links to the Unassigned folder and the Urgent and Overdue views, each with its current count.
Use the range selector to choose the last 7, 30 or 90 days. The default is 30. You can also open /reports?range=7, ?range=30 or ?range=90. Any other value shows 30 days.
If you have no tickets and no backlog yet, the page says so and links to your tickets. Reports fill in once tickets are created or imported.
Note
ZyberDesk does not record when a ticket was solved. A ticket that is currently solved or closed is counted on the UTC day it was last updated, so Solved and the solved line in the chart are approximate. A ticket that is edited after it is solved moves to a later day.
Team workload
A live snapshot of who holds the open queue. It has no date range.
- Open tickets. Open and pending tickets in total.
- Assigned and Unassigned. How many have a teammate and how many nobody holds yet. Unassigned turns red above zero and links to the Unassigned folder.
- Open tickets per teammate. A table, busiest first, with a load bar, the open count and each teammate's share of the assigned tickets. Your own row is marked "(you)". The table lists up to 50 teammates.
AI deflection
This page summarises widget conversations with your assistant.
- AI conversations. Chats in the selected range.
- Handed to a human. Chats the assistant handed over to a person.
- Resolved without a human. Chats that were never handed to a person.
- Deflection rate. The share of chats that were never handed over, or n/a when there are none.
Choose the last 7 or 30 days. The default is 30, and other values (including 90) also show 30 days, because chat analytics only cover 30 days.
Note
Resolved without a human is a proxy. ZyberDesk has no resolved flag on a chat, so a conversation counts as resolved when it was never handed to a person. It may include visitors who simply left.
Where to go next
- Home, Tickets and Views — the Tickets sidebar, built-in views and Your views
- Agent Environments — manage draft and live changes to your assistant