Reports and exports

What is in the catalogue, how to schedule one, and why the report builder is restricted the way it is.

The catalogue

Ticket operations, open versus resolved, SLA performance, agent distribution, category and priority ageing, requester volume, first response and resolution times, CSAT, reopened analysis, backlog trend, and the chat deflection set.

Pinning and exporting

Any report can be pinned to your dashboard and exported to CSV, Excel, Word or PDF. Exports go through a tokenised link that expires, so a report full of employee names is not sitting on a guessable URL.

Scheduling

Daily, weekly or monthly to a list of recipients, with a run history so you can see whether it actually went. Run-now is there for testing before you commit to a schedule.

Why the builder only offers certain fields

The report builder composes from an allow-list of datasets and fields. User input never reaches SQL except through that list. It is a security property rather than a limitation we are apologising for — a report builder that accepts arbitrary expressions is a SQL injection vector with a friendly interface.

If a field you need is missing from the allow-list, tell us and we will add it.