Customer‑based reporting helps support teams analyze how much time is spent per requester and makes it easy to share time entries with clients for billing, transparency, or internal review. BoldDesk provides a simple way to generate these reports directly from the Worklog Reports section. This article explains how to create and export requester‑based (customer‑based) worklog reports in just a few steps.

Why Generate Customer‑Based Worklog Reports?

Generating customer‑specific worklog reports allows you to:

• Review time entries grouped by each customer
• Share detailed reports with clients
• Improve billing accuracy
• Track support effort for each requester
• Enhance customer transparency

Generating Organization Wide Customer‑Based Worklog Reports

This is ideal for generating a worklog for many users or for a contact group. Follow the steps below.

1. Open Worklog Reports

1. Log in to your BoldDesk portal.
2. Navigate to the Reports module.
3. Select Worklog Reports. You may select worklog reports for tickets, activities, or all (both tickets and activities). The results will depend on the selected worklog report; however, the procedure remains the same for activities and tickets or both.
4. Choosing ticket displays all logged work entries created by your support team across tickets.
   
   
   
   
   
5. Select the preferred date range and then click on the Export icon.
   
   
   
   
   

5. Select the relevant fields to export from the various modules and click on next.
   
   
   
   
   
6. Choose the export format as either EXCEL or CSV.
7. Locate the Group By dropdown menu and choose Ticket Requester, then click on export.
   
   
   
   
   

The exported file will contain all worklog data grouped by customer, making it ideal for sharing or internal reference.

Steps to Generate a Contact Group Customer‑Based Worklog Reports

You can generate a worklog report for a single requester by using the Worklog report and narrowing it down to that contact. Here you will need to apply the advanced filters to generate the specific report. Follow the steps below to achieve this.

1. Access the Worklog report within the Reports module.
2. Choose the desired date range and apply advanced filters to narrow down the data.
3. Apply the Contact group filter to the specific contact group whose worklogs you wish to view, thereby restricting the report to their tickets. For example, use: Contact Group Name Is Jennings Inc
   
   
   
   
   
4. Click on the export icon.
5. To view results grouped by requester, use the Group By option in the worklog export and select Ticket Requester.
   This will organize the exported data according to the requester when you generate the report. Once you click on export the report will be sent to your email address.

Generating a Single Customer‑Based Worklog Reports

You can generate a worklog report for a single requester by using the Worklog report and narrowing it down to that contact. Here you will need to apply the advanced filters to generate the specific report. Follow the steps below to achieve this.

1. Open the Worklog report in the Reports module.
2. Select the preferred date range then use advanced filters to refine data.
3. Set Contact filter to the customer whose worklogs you want to see, limiting the report to their tickets. For example, use: Requester Is Alice
   
   
   
   
   
4. Click on export icon.
5. If you prefer to see results grouped by requester, you can also use the Group By option in the worklog export and choose Ticket Requester. This will structure the exported data by requester when you export the report. You can then click on export to receive the report in your email address.

Tips for Better Reporting

• Apply date filters to view time logged for specific billing cycles.
• Save your preferred filter combinations for repeated use.
• Combine requester grouping with ticket status or agent filters for deeper insights.

Frequently Asked Questions (FAQs)

1. Can I share the customer‑based report directly with clients?
Yes. After generating and exporting the report, you can share the exported file (such as CSV or Excel) with your customers as needed.

2. Does grouping by Ticket Requester include all their associated tickets?
Yes. When you select Group By → Ticket Requester, all worklog entries logged under each requester’s tickets are automatically grouped together.

3. Can I filter the report before exporting?
Absolutely. You can use date ranges, agent filters, ticket filters, and more before exporting the report.

4. What formats can I export the report in?
The available formats include CSV and Excel.

5. Is it possible to generate reports for multiple customers at once?
Yes. Grouping by Ticket Requester automatically includes all customers in a single report, separated by requester sections.

6. Can administrators and agents both export reports?
Permissions depend on your BoldDesk role settings. Typically, reporting privileges are granted to admins and certain agent roles.

Related Articles

• Overview about Worklog Report
• How to Export Data Using BoldDesk Reports Module