Break down tickets by ticket field
The Ticket fields report counts tickets created in the period by the value of a dropdown field, such as Outcome or Contact reason, with trends.
Last updated 2 min read
The Ticket fields report shows the values agents chose in a dropdown field across the period, such as how tickets were resolved or why customers wrote.
Before you start
- Who can do this: everyone.
- Plan: all plans.
- What you need: at least one dropdown ticket field. See Create and manage ticket fields.
Step by step
- Open Analytics and choose Ticket fields ("Tickets created in the period, by the value of a dropdown field.").
- If you have several fields, pick the one to report on.
- Pick a date range and filters.
- Read the ranked values with their share and change.
- Switch to the table, or press Export CSV.
What happens next
Each value of the field is a row: tickets, share of the period and change against the previous period where available. The chart shows the top values; the table and CSV list all.
Useful fields to report on
| Field | Question it answers |
|---|---|
| Outcome | How do tickets end: answered, refunded, replaced? |
| Contact reason | Why do customers write? |
| Product line | Which products cause the most contact? |
Reading it with other reports
Pair the Outcome field with Tags to see how each kind of question usually ends, for example whether damaged-item tickets mostly end in a replacement or a refund. Pair a Contact reason field with Busiest times filtered by tag to see when each reason peaks. Export both to a spreadsheet for a monthly view your whole team can read.
When values change over time
If you add or rename choices, old tickets keep the value they had. For a clean comparison across months, add new choices rather than repurposing old ones, and note the date of any change.
Tips
- Make Outcome required to close for a complete picture.
- Keep choice names short and distinct, such as "Refund issued" and "Replacement sent", so the chart is easy to read at a glance.
- Set fields from macros, so the value is right without an extra click.
- Compare months to see whether refunds are rising or falling.
Troubleshooting
The report says there are no fields
Create a dropdown field in Workflows > Ticket fields.
Many tickets have no value
Make the field required, or fill it with macros and rules.
A value I expected is missing
No tickets created in the period have that value. Widen the range, or check that agents pick it from the same field.
Frequently asked questions
What does the Ticket fields report show?
Tickets created in the period, grouped by the value chosen in one dropdown ticket field, such as Outcome or Contact reason. Each value shows its tickets, its share of the period and, where the range allows, the change against the previous period.
How do I choose which field to report on?
When you have more than one dropdown field, pick the field at the top of the report. The chart and table then show that field's values. Each field gives a different view, for example why customers wrote against how tickets ended.
Why do some tickets have no value in the Ticket fields report?
The field was not filled in. Make important fields required to close, so every closed ticket has a value, or set them automatically with macros and rules. Required fields keep the report complete, because a ticket cannot close until the field has a value.
Does archiving a field remove it from reports?
No. Archiving hides the field from the sidebar and stops it being required, but values already on tickets are kept for reports. Past periods still show the values agents chose while the field was active, so you can keep comparing months after you replace a field with a better one.
How is this report different from the Tags report?
Tags can be several per ticket and are often added by rules; a dropdown field has exactly one value chosen from a fixed list. Fields give cleaner numbers for one question, such as the outcome, while tags describe everything a ticket touches.
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Related articles
- Create and manage ticket fieldsAdd dropdown ticket fields such as Outcome or Contact reason, make them required before closing and archive them later without losing report data.
- See what customers write about with the Tags reportThe Tags report ranks tags by tickets created in the period, with each tag's share and change versus the previous period, to spot rising problems.
- Close, reopen and set a ticket's outcomeClose a ticket when it is done, fill in required fields such as the outcome in the Before you close dialog, and reopen it if the customer needs more.
- Export reports to CSVDownload any Analytics report as a CSV file with the same date range and filters as the page, ready to open in Excel, Numbers or Google Sheets.
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