An Overview of BoldDesk Reports and Dashboards
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
| Dashboard | What it tracks |
|---|---|
| Support Monitoring Dashboard | Live status of support tickets (open, pending, on hold, closed). |
| Support Traffic Dashboard | Ticket inflow and volume trends over time. |
| SLA Dashboard | SLA (Service Level Agreement) breaches and achievements. |
| Agent or Group Performance Dashboard | Agent and group productivity and performance metrics. |
| Contact Dashboard | Customer (contact) ticket submissions and updates. |
| Activity Dashboard | Activity trends (notes, replies, status changes) over time. |
| Knowledge Base Dashboard | Knowledge base views, searches, and article engagement. |
| AI Agent Performance Dashboard: Track & Optimize Support | AI Agent activity and outcomes. |
| AI Usage Dashboard | AI usage metrics and trends by agents, categories, and groups. |
| BoldDesk AI Credits Usage Dashboard | AI credit usage and consumption patterns. |
| AI Credits Consumption & Balance Dashboard | AI credit consumption and current balance. |
Predefined Reports
| Report | What it shows |
|---|---|
| Customer Satisfaction Report | CSAT survey feedback and trends. |
| Ticket Conversation Report | Message-level updates across tickets. |
| Worklog Report | Billable and non-billable time entries on tickets. |
| Ticket Metrics Report | Key ticket metrics (volume, response, resolution). |
| AI Agent Report | AI Agent engagement and response outcomes. |
| AI Copilot Report | Copilot engagement and response outcomes. |
Filter & Save Views (Quick Steps)
Use saved views to reuse common filter sets:
- Open a report from Reports.
- Apply filters (date range, team, agent, brand, status, etc.).
- Click Save as view, name the view, and (optionally) set it as default.
- Select the saved view from the views list when you return.
The reports and dashboards can be accessed by agents only. To share reports with contacts, you can schedule reports and add them in the CC field.
Frequently Asked Questions (FAQs)
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.
