eDesk's report extracts allow you to extract specific data about your Agents, Channels, Tickets, Tags, Chats, Chatbot Q&A, User log, SLA breaches, Custom fields, Handsfree, or Languages and put it in a dedicated report that delivers invaluable, targeted insights. But did you know that you can instruct eDesk to run a report extract on a schedule, which automatically generates the report extract at scheduled time intervals, for example, every 7 days at midnight? Once set up, all you need to do is login and view the generated report extracts - easy! 

This help file will explain how to set up and then view automated report extracts in eDesk.

Before you start

  • Report extracts are available to customers on Agent based Professional and Enterprise plans and Performance+ 1,000 and above. Learn more about our plans here.

01 Report extracts recap

Just in case you're not familiar with eDesk's very handy report extract feature, you can learn all about it here. In a nutshell, you can create reports that contain only the information you're interested in, and then download them as a .csv file. It's a brilliant way to get exceptional, granular insights about the important areas of your customer care.

The great value in report extracts is that they are so targeted; you can set them up to extract very specific information, and as a result, they often throw light on issues or areas of your customer support that could be improved.

02 Automated report extracts

To enable you to respond quickly to any issues raised by your report extracts, you'll want to run them fairly frequently. You can do this by creating a new report, applying saved filters, and selecting the Create report button to run it immediately. Or you can select Regenerate button for a report in the Expired reports tab, which will also run the report immediately. 

But what if you want to run the report at midnight every day? Or every 7 days? Well, that's no problem at all. eDesk allows you to set up automated report extracts that run on a schedule that you decide.

03 Setting up an automated report extract

  1. Go to Insights > Reports > Report extracts.
    A Reports page opens showing the Current reports tab. All the reports you've generated in the last month are listed here.
  2. Select the Automated reports tab.
    The Automated reports tab.
    This page lists the automated reports that you've already created. 
  3. Select Create report.
    The Create report window opens.
    The Create report modal window.
    Complete the fields:
    • Report name
      Enter a name for your report, e.g. Monthly Agent report.
    • Report type
      Select the type of report you want to generate: Ticket report, Handsfree report (available if Handsfree is enabled), Channel report, Tag report, Language report, Agent report, Chat report, Chatbot Q&A report (available if Chatbots are enabled), SLA Breaches report, Custom Fields report, or User Log report. Learn more about these reports in this help file.
    • Date range
      Choose the time period that the report will cover: Yesterday, Last 7 days, Last month, or Last 3 months.
    • Starts on
      Select the date and time that the first report in the series will be generated.
    • Repeats
      Select how frequently to run the report: Daily, Weekly, Monthly, Every 3 months from the start date.
  4. Depending on the report type you selected, the window may display a list of filter fields. Choose your preferred filters to hone your report by extracting only the data that matches the filters.
    Note: All of the filters you select will be applied to the data. For example, if you generate a Ticket report and specify a ticket type and a channel, only the specified ticket type from the specified channel will be included in the report. If you select Agent report and specify a channel, the report will include all Agents with information about the specified channel only. 
  5. Select Create report.
    The Create report window closes and the new report is saved to the list of reports in the Automated reports tab.

04 Viewing an automated report extract

The first run of the automated report will occur at the specified Starts on date and time. Subsequent reports will be generated as per your chosen schedule. Once generated, the user that created the automated report will receive a notification alerting them that a report has been generated, and the generated report will be displayed in the Current reports tab.
Current reports tab.

Note: Generated automated reports behave the same way as any report extract, and they will expire after 30 days, at which point they will be moved to the Expired reports tab.

05 Disable or edit an automated report

To disable/edit an automated report:
  1. Go to Insights > Reports > Report extracts.
  2. Select the Automated reports tab.
  3. Click on the pencil (edit) icon for the report you would like to modify.
  4. The Update Report modal window will open. 
  5. To stop the automated report from sending, choose Off under the Repeats dropdown.
  6. To make other changes, click into the relevant field and update the information as needed. 
  7. Don't forget to save your changes!


Your updates will take effect the next time the report is generated.

Further Reading

To find out more about CSAT, see here.
Interested in learning more about eDesk reporting? See here