Report Profiles and Reporting¶
The reporting is useful to view statistics, get an overview of the number of tickets (e.g. tickets of a specific customer) and to download ticket data from Zammad. In the following section you will find an instruction on how to create and change report profiles. In a separate section you can find information on basic usage of the reporting UI itself. If the reporting options in Zammad are not enough for you, we added a section about external reporting tools you can use.
To create and edit report profiles,
admin.report_profile permission is
required. To use the reporting itself,
report permission is required.
⚠️ Be aware that granting users the
reporting permission may
leak information. On the one hand, users could see ticket metadata that they
do not actually have access to. On the other hand, a possibly large scale of
ticket information can easily be downloaded as a spreadsheet.
Create and edit profiles¶
Report profiles are used to filter report results. The idea of the profiles is to limit the number of tickets and determine the type of tickets you want to analyze. You can create any number of profiles in the admin interface in the “Report Profile” area. You can filter the tickets as in other places in Zammad based on different conditions.
👋 Looking for more depth explanation on conditions? 🤓
Many condition settings in Zammad, no matter if in ticket scope or not, re-appear in several places of Zammad. For this reason we created a dedicated documentation section to avoid duplicate content.
Have a look at Object conditions to learn even more! 🎉
The edit dialog looks like this:
This example shows the statistics of all tickets of the organization “Awesome Customer Inc.” that were created in the last month.
All configured report profiles are displayed in the reporting area and you can switch between them with one click. Have a look at the next section to learn some basics about the usage of the reporting.
Using the reporting¶
You can find the reporting section in the bottom left corner in Zammad next to the avatar icon or your initials:
If you can’t see the reporting button, you should check the permissions.
The reporting screen is separated in different sections, which we describe below:
Additional filtering based on the selected profile (see 2). You can filter by status (“Ticket Count”), “Creation Channels” and “Communication” types based on your channels.
Profile switcher: here you can easily switch between the different profiles, which were created in the admin panel under “Report Profiles”. The shown tickets and numbers are always limited to the current profile you have selected here.
Time interval/period switcher and graph area: here you can define the interval you want to see (e.g. “Month”) as well as the time period (e.g. “Jul”).
Preview and download section: here you can find a preview of tickets and a download button based on the report profile and your filtering. The download feature provides the tickets in a
The ticket preview and download button are only showing up if you selected a filter based on “Ticket Count” (see 1).
Due to technical reasons, the download is limited to 6.000 entries.