How to Send Pending Contact Group Ticket Reports to a Client in BoldDesk
BoldDesk Scheduled Reports allow you to periodically send a client an Excel or CSV report containing pending tickets associated with a specific Contact Group.
By applying the Status Category and Contact Group Name filters, you can limit the report to the required tickets. You can also select the ticket, contact, Contact Group, metric, and agent fields that the client is authorized to receive.
This article explains how to configure the report filters, select the required report fields, and troubleshoot common report-generation issues.
Prerequisites
Before creating the Scheduled Report, ensure that:
- The required Contact Group is available in BoldDesk.
- The client’s email address belongs to an existing contact or agent who can be selected as a report recipient.
- Your assigned role has the applicable Manage scheduled report permission.
- You have identified whether the report should include:
- Only tickets with the Pending status.
- All tickets that have not reached a completed status.
- You have identified the ticket fields that the client is authorized to receive.
Review the selected fields and filters before sending the report to an external client. Do not include private tickets, internal information, restricted fields, or tickets belonging to another Contact Group unless the recipient is authorized to access that information.
Create the Scheduled Report
To create the Scheduled Report, explore How to Configure Scheduled Report in BoldDesk.
Configure the Ticket Filters
Once you configure the scheduled report, in the Choose Filter step, configure the status category and Contact Group conditions that determine which tickets will be included in the report.
To include pending tickets from a specific Contact Group:
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Under Apply this rule to the tickets that meet All of these conditions, configure the following condition:
Status Category | Is | Pending -
Click Add New.
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Configure the Contact Group condition:
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Confirm that both conditions appear under All of these conditions.
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Click Next.
Use Status Category | Is | Pending when the report must contain tickets associated with the Pending status category. This can include default or custom ticket statuses categorized as Pending.
Select the Report Fields
In the Choose Fields step, select the columns to include in the exported report.
The available fields are organized into the following sections:
| Field Section | Information Available |
|---|---|
| Ticket Fields | Ticket properties such as Ticket ID, Subject, Status, Priority, and creation dates |
| Ticket Metrics Fields | Ticket performance and timing information |
| Contact Fields | Information associated with the ticket requester |
| Contact Group Fields | Information associated with the requester’s Contact Group |
| Agent Fields | Information associated with the assigned agent |
To select the report fields:
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Expand Ticket Fields.
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Select the required ticket columns.
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Expand other field sections when the report requires contact, Contact Group, metric, or agent information.
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Use Search to locate a field when necessary.
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Review the selected-field count displayed beside each section.
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Select only the fields the client requires and is authorized to receive.
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Click Add to save the Scheduled Report.
BoldDesk generates the report according to the configured schedule and sends the selected recipients an email containing the report download link.
- The field-selection sections display how many fields have been selected. For example, Ticket Fields (4 fields selected) indicates that four fields from that section will be included in the report.
- A Scheduled Report can export a maximum of 5,000 records. Refine the Contact Group, status category, and date filters if the expected report can exceed this limit.
- The report download link is valid for 10 days after the report is generated.
Troubleshooting
The Scheduled Report Does Not Run
Confirm that:
- The Scheduled Report is active.
- The configured start date has been reached.
- The end date has not passed.
- The first run was scheduled at least 15 minutes from the current time.
- The selected time zone is correct.
- The Basic or Custom schedule is valid.
The Report Includes Tickets from Another Contact Group
Confirm that:
- The correct Contact Group condition is configured.
- The Contact Group condition is included with the required status conditions.
- No broad alternative condition includes tickets from unrelated Contact Groups.
The Download Link Has Expired
Scheduled Report download links are valid for 10 days.
Wait for the next scheduled report or generate another export.
The Report Contains Unnecessary Information
Edit the Scheduled Report and remove unnecessary columns from the Ticket Fields step.
Review the selected report fields regularly to ensure that the client receives only the required information.
Frequently Asked Questions
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How do I include only pending tickets from a specific Contact Group?
In the Choose Filter step, configure Status Category | Is | Pending and Contact Group Name | Is | Required Contact Group under All of these conditions. -
Why should both filters be configured under All of these conditions?
The All of these conditions section applies AND logic. A ticket must belong to the Pending status category and the selected Contact Group to be included in the report. -
Which fields can I include in the Scheduled Report?
You can select fields from Ticket Fields, Ticket Metrics Fields, Contact Fields, Contact Group Fields, and Agent Fields. Select only the information the client requires and is authorized to receive. -
What is the maximum number of records that a Scheduled Report can export?
A Scheduled Report can export a maximum of 5,000 records. If the report could exceed this limit, use additional Contact Group, status category, or date filters to reduce the number of matching records. -
How long is the Scheduled Report download link valid?
The report download link is valid for 10 days after the report is generated. After the link expires, wait for the next scheduled report or generate another export.
