Scheduled reports email a report's data to selected agents on a recurring schedule you set, so agents don't have to log in and pull the report themselves.
Available on Pro, Enterprise PRO plans and all Unlimited agent plans.
Before you start
- You need the Manage Reports permission. An account administrator can grant this from Roles and Permissions.
- You can only choose from reports you already have access to view.
Create a scheduled report
- Click Add a new Scheduled Report.
- Enter a Name and Description, for example "High priority tickets emailed to all managers".
- Set Active to Yes. The report only sends while this is set to Yes.
- Choose the Report to send. Only reports you have access to view appear here.
- Choose which of these filters the report should apply: ticket creation, ticket assignment, customer reply, agent reply, ticket closure, or agent private notes.
- Choose the Frequency: Daily, Weekly, or Monthly. Weekly and Monthly let you also pick a day of the week or a point in the month.
- Select which agents should receive the email. You can select by agent or by role. If an agent's checkbox is disabled, that agent doesn't have access to the selected report yet; grant it under Reports first.
- Click Save.
What agents receive
Each recipient gets an HTML email at the start of the day, based on the timezone set in Manage > General, sent to the email address on their agent account. The email shows a preset summary: completed vs. pending tickets, first response time, and time to resolution. The same data is also attached as an HTML file. If your account has more than 20 agents, the email body only lists some of them, but the attached file always lists all agents.
Frequently asked questions
Can I send a scheduled report to a customer?
No. Scheduled reports can only go to agents on your account.
Can I customize what data appears in the report email?
No, the layout and metrics in the email are fixed and can't be edited.