Zammad support report: tickets, deadlines and agents

Helpdesk ticket reports from Zammad

Companies choose Zammad to keep support under their own control: it runs as a hosted service or on your own server. Agents work comfortably inside it, but reporting to management or a client still means exports. Reportkey connects to Zammad through the API and builds a section of a recurring report on inquiry handling. It fits naturally next to marketing data: if advertising doubled the email flow, one document shows whether support kept up.

Connecting Zammad: system URL and agent token

You need your Zammad URL and an access token. The token is created in a user profile under token access; the user needs the ticket.agent permission and access to the groups you want reported. Hosted Zammad works right away, while a self-hosted instance must be reachable from the internet.

Enter the URL and token once on the integrations page. In the project, choose groups, report blocks and a schedule. If the token is revoked, the connection asks for a new one and project settings remain.

New, closed and open tickets

The first block shows inquiry flow for the period by day, week or month:

• New tickets by creation date;
• Closed tickets by close date;
• Open at period end — what the team carries into next month;
• Split by group and creation channel — email, phone, web form or chat, depending on your Zammad setup.

The creation channel helps marketers see which touchpoint customers use most for questions after a campaign.

First response and resolution time

Each Zammad ticket stores when it was created, first answered and closed. Reportkey derives two intervals and shows medians by group, priority and period:

• first response time — from ticket creation to the first agent reply;
• resolution time — from creation to close.

A median is more robust than a mean here: one ticket reopened a month later does not skew the picture. Calculation uses calendar hours without business schedules, which is worth noting in the block caption.

SLA reporting: response and resolution breaches

When escalation rules are configured, Zammad decides whether each ticket met its first response and resolution targets using its own calendar. Reportkey takes those results and counts tickets with a breached first response or resolution by group and period. Without configured rules the block stays empty, because Reportkey does not invent targets on Zammad’s behalf.

Agent workload

The workload block splits tickets by owner: how many each agent was assigned and how many they closed in the period. Managers use it to discuss staffing and shift plans; outsourcers use it to confirm volume to their clients.

Zammad data limits

Only groups visible to the token owner are included. Zammad strictly caps objects per response, so a large archive loads page by page. A self-hosted instance needs internet access; if it sits behind a corporate network, the connection check will fail.

Zammad alongside marketing and CRM

Inquiry flow is more useful next to the sources of demand. Add Callibri calls, deals from amoCRM, Bitrix24 or RetailCRM, and team tasks from Planfix or Megaplan. Branding and AI insights are available, though not on every plan. See a management-level example in the in-house team demo report, other support tools under support and live chat, and terms on pricing.