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How to Configure Scheduled Reports

Updated: Jun 09, 2025

Scheduled report

​Scheduled reports automate report delivery at set intervals, ensuring timely and consistent distribution of critical information. This feature eliminates manual report generation and distribution, improving efficiency and productivity.

Benefits of scheduling a report

  • Accessibility: Delivers reports directly to intended recipients, making information easily accessible.
  • Consistency: Automated scheduling guarantees that reports are generated and delivered on time, providing a consistent flow of -information without manual effort. This ensures reliable and regular report delivery.
  • Timesaving: Automating report generation saves employees time and effort by eliminating manual compilation and distribution, allowing them to focus on more strategic tasks.
  • Improved accuracy: By automating the process, the likelihood of human error is reduced, ensuring data integrity and accuracy in the reports.


Check out this video tutorial for more details.

How to create a scheduled report

Follow the given steps to create a scheduled report,

  1. Go to the Report module and click the Schedule Report option at the right corner.
  2. A page will display a list of Scheduled Reports, click Add Scheduled Report
  3. Enter the Report Name, and Description fields.
  4. Choose the Module for which to generate the report.

The available modules in schedule report include Tickets, Worklog, Customer Satisfaction, Chat, and Activity.

Module.png

  1. Choose the Scheduler Mode for your export: Basic or Custom Mode.
  2. Select the option applicable to your requirement. You can refer to this article for further information.
  3. Choose email addresses in the “To”, “Cc”, and “Bcc” fields to send copies for transparency. Both contacts and agents can be included.

A maximum of 48 recipients can be included across “To”, “Cc”, and "Bcc’'.

  1. Choose the time zone you want to use, and the format for that time zone will be applied to your settings.
  2. Click the Next button to select filter conditions.
  3. Click the Next button to choose the fields you want in your report and Click on Add to save your Scheduled Report.

Schedule_Report.gif

  1. Let the scheduled report trigger at the designated time. If the module selected meets the set conditions, the file will be returned in Excel/CSV format in an email. After the export is completed, the export status will be shown in the history tab, and a download link will be provided. The customer can also download and review the ticket based on permissions and view the scheduled report.

History_report.gif

  1. If no data are matched, the export status displayed in the history tab will indicate ‘Failed’.
  2. The download link in the email and history tab will be valid for seven days.

Export_report.png

  1. The Scheduler will proceed to the next scheduled run based on its mode and frequency selected.

Accessibility in scheduled reports

  1. With the ‘Own scheduled report’ permission, only your scheduled report data will be visible. You will not be able to view or download reports scheduled by other agents.

Permission.png

  1. With “Own or any agent’s scheduled report” permission, you can read all data from the scheduled reports. You will have access to all reports that have been scheduled.

Roles_and_permissions.png

A scheduled report must be set to trigger at least 15 minutes from the current time in the selected time zone. The report will stop once the given end date is reached.

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