An Overview of Reports and Dashboards Available in BoldDesk
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:
The system predefined dashboards and reports are as follows:
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. |
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. To share with contacts, use Scheduled Reports and add recipients in the CC field.
2) What is the difference between a dashboard and a report in the Reports module?
Dashboards provide at‑a‑glance status and trend visuals. Reports provide detailed, tabular data for in‑depth analysis.
3) Which predefined dashboards are available in BoldDesk, and what does each dashboard track?
Support Monitoring (ticket status), Support Traffic (ticket inflow trends), SLA (breaches/achievements), Agent/Group Performance (productivity metrics), Contact (customer submissions/updates), Activity (notes/replies/status changes), Knowledge Base (views/searches/engagement), AI Agent Performance (AI agent outcomes), AI Usage (usage by agents/categories/groups), BoldDesk AI Credits Usage (credit usage patterns), and AI Credits Consumption & Balance (consumption and current balance).
4) Which predefined reports are available in BoldDesk, and what does each report show?
Customer Satisfaction (CSAT feedback and trends), Ticket Conversation (message-level updates), Worklog (billable and non‑billable time entries), Ticket Metrics (volume/response/resolution KPIs), AI Agent (AI agent engagement and outcomes), and AI Copilot (Copilot engagement and outcomes).
5) How do I filter a report and save the filters as a reusable view?
Open a report → apply filters (e.g., date range, team, agent, brand, status) → click Save as View → name the view → optionally set it as Default → select the saved view from the views list when you return.
6) Can I set a saved view as the default view for a report?
Yes. When saving, choose Default so the report opens with that view by default.
7) How can I share a report with contacts who do not have agent access?
Use Scheduled Reports and include the contact(s) in the CC field.
8) Is there an option to clone a report in BoldDesk?
No. BoldDesk does not offer a “Clone” or “Duplicate” feature for reports. Within the Reports module, users can view, filter, export, and schedule reports; however, there is no native user interface option to duplicate an existing report configuration. This limitation applies to both standard and scheduled reports.
