BoldDesk provides built‑in Reports and Dashboards that allow agents to monitor ticket activity, agent performance, SLAs, customer satisfaction, and AI usage. The Reports module includes dashboards and reports to help you monitor performance, analyze trends, and make data‑driven decisions. Many reports support advanced filtering with the option to save filters as views for quick reuse.

Watch the tutorial for further information:

Accessing Reports Module

Reports are available only in the Agent Portal and can be accessed by agents with the appropriate permissions. To access the reports, follow the steps below:

1. Log in to the Agent Portal

Sign in to your BoldDesk Agent Portal using your agent credentials.

2. Open the Reports Module

• From the left navigation menu, click Reports.
• This opens the Reports & Dashboards module, where all predefined dashboards and reports are available.
  
  
  
  
   
  The system predefined dashboards and reports are as follows:

Predefined Dashboards

Predefined Reports

Filter & Save Views (Quick Steps)

Use saved views to reuse common filter sets:

1. Open a report from Reports.
2. Apply filters (date range, team, agent, brand, status, etc.).
3. Click Save as view, name the view, and (optionally) set it as default.
4. Select the saved view from the views list when you return.

How Report and Dashboard Filters Work (Brand, Date Range, and Advanced Filters)

Most BoldDesk dashboards and reports let you narrow results using Brand and Date range first, and then refine further using the Filters panel.

Brand filter (primary scope)

• The Brand filter limits the report/dashboard results to the selected brand(s).
• When you change the brand, the report recalculates using only data that belongs to the selected brand scope.

Date range filter (primary scope)

• The Date range filter limits results to the selected time window (for example, Today, Last 7 Days, Last 30 Days, or a Custom Range).
• When you change the date range, the report recalculates using only records that fall within that time window.

Additional filters (Filters panel)

After setting Brand and Date range, use the Filters panel to apply additional conditions such as agent, group, status, category, priority, source, and other supported fields (based on the selected report/dashboard).

In the Filters panel:

• Use Select a Field to choose the field you want to filter by.
• Click Add New to add another condition.
• The Filters panel shows the total number of conditions you have added (for example, 0/10 conditions).
• Click Apply to apply the filters to the report/dashboard.
• Click Save to save the filter set as a reusable view (when the report supports saved views).

Filter logic when multiple conditions are selected (AND logic)

When Brand and Date range are set and you add one or more conditions in the Filters panel, BoldDesk evaluates the criteria using AND logic.
This means all selected conditions must be satisfied for a record to appear in the results (not OR).

Example:
If you select:

• Brand = Brand A
• Date range = Last 30 Days
• Agent IN (x, y)
• Priority = High

The effective criteria becomes:

Brand = Brand A
AND Date is within Last 30 Days
AND Agent IN (x, y)
AND Priority = High

Troubleshooting

An agent cannot see the Reports module

• Confirm the agent is signed in to the Agent Portal (Reports are not available in the contact-facing portal).
• Confirm the agent has the appropriate permissions (permission names and configuration path are not provided in the source).

A contact cannot open Reports

Expected behavior: contacts do not have access to Reports. Use Scheduled Reports and include contacts in CC.

Frequently Asked Questions

1. Who can access Reports and Dashboards in BoldDesk?
   Only agents can access Reports and Dashboards in the Agent Portal. To share with contacts, use Scheduled Reports and include contacts in CC.

2. What is the difference between a dashboard and a report?

   • Dashboards: at-a-glance visuals for status and trends
   • Reports: detailed, tabular data for deeper analysis

3. Can filters be saved for reuse?
   Yes. Use Save as view after applying filters, then select the view later from the views list.

4. Can a saved view be set as the default view?
   Yes. When saving a view, select Default so the report opens with that view.

5. Can contacts access the Reports module?
   No. Reports are available only in the Agent Portal. Use Scheduled Reports to share results with contacts.

6. Is there a “Clone/Duplicate report” option?
   No. BoldDesk does not offer a clone/duplicate capability for reports.

7. Can BoldDesk report on the most frequent ticket requesters including email addresses?
   No. A built-in report for that specific requirement is not available.

8. In which subscription plans is the Reports module included?
   The Reports module is included in all BoldDesk plans, including legacy plans (Scale (Legacy) and Momentum (Legacy)) and the current Enterprise plan. However, the available dashboards and reports may vary depending on the plan.

9. Can I edit the system dashboard in BoldDesk?
   No, the default system dashboard in BoldDesk cannot be fully edited. However, you can customize how data is viewed by applying filters and adjusting available widgets where supported.

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