In today’s dynamic support landscape, managing and staying ahead of critical data and insights can often feel overwhelming. Desk365’s Scheduled Ticket Exports feature empowers you to streamline your reporting process by automating the delivery of vital information, saving you time and ensuring consistency. By setting up reports to run at regular intervals, you can effortlessly monitor performance, analyze trends, and keep key stakeholders informed – without manual intervention.
In this article, we’ll walk you through the steps to configure and optimize Scheduled Export in Desk365, helping you harness the full potential of your support data for smarter decision-making and improved operational efficiency.
Schedule Exports for Ticket or Time Entries based on filtering
Desk365 provides flexibility in how you schedule exports by allowing you to filter data based on ticket views or time entries. You can choose from:
- Standard View: Exports tickets based on predefined categories such as “All Tickets”, “My Open and Pending”, “Unassigned and My Open” and similar options.
- Current View: Exports only the tickets visible in your active ticket view, like “Open” or “Pending” tickets.
- Custom View: Exports data from a view you’ve set up with specific criteria, such as tickets from a particular department or priority.
Additionally, you can schedule exports focused on time entries, providing insights into the time spent on tickets, including billable hours and other time-related data. This customization allows you to target exactly the data you need for tracking, billing, and analysis.
Steps to access Scheduled Exports
- Log in to your helpdesk account and navigate to the ticket list view.
- Click on the Actions dropdown menu located at the top right corner of the ticket list.
- Select Scheduled Exports from the dropdown menu.
4. Click on New Schedule to create a new export.
5. Fill in the scheduled export form with the following details:
- Schedule Name: Assign a name for the scheduled export.
- Schedule Type: Choose the frequency (daily, weekly, or monthly).
- Time: Specify the time when the exports should be generated.
- Timezone: Select your preferred timezone.
- Recipients: Enter the email addresses where the report will be sent.
- Subject and Description: Customize the email subject and body content.
6. Click Next and, under Export Tickets, select the desired ticket fields, contact fields, and custom ticket fields. Alternatively, under Export Time Entries, choose the specific time entry fields you wish to export.
7. Export the schedule, and the exported file will be delivered to the specified email inbox in .csv format at the designated time.
Scheduled Export - Standard Ticket View
You can schedule a report to export the entire list of active tickets directly from the “All Tickets” view in your helpdesk.
Steps to schedule an export for All Tickets in Desk365
- Access the “All Tickets” view and initiate the scheduled export as described earlier.
- As mentioned earlier, configure the export details like frequency, time, timezone, and recipients.
- When customizing the export, you can select ticket fields, custom fields, and contact fields, as well as time entry fields like time spent, billable hours, etc.
- Once you click Export, the system will generate the report and send it in .csv format at the scheduled time.
Scheduled Export - Current Ticket View
You can schedule a report to export data from your current ticket view in Desk365. For example, if you’re viewing the “Open” and “Pending” tickets, you can export just that information into an Excel file.
Steps to schedule an export for your Current Ticket View
- Access the desired ticket view (e.g., “My Open and Pending”) and initiate the scheduled export as described earlier.
- As mentioned earlier, provide the necessary details for the export, such as name, frequency, time, and recipients.
- Customize the export by selecting the appropriate ticket fields and time entry fields you want included, such as time spent or billable hours.
- Once you click on Export, it will be generated and delivered in .csv format to the designated recipients at the assigned time.
Scheduled Export - Custom Ticket View
You can schedule a report to export tickets from any custom view in Desk365. This is particularly useful when you need specific data, such as urgent tickets from a particular company, without having to export all tickets and filter manually in Excel.
Steps to schedule an export for a Custom View
- Select the custom view you want to export and initiate the scheduled export as described earlier.
- As mentioned earlier, configure the export by filling in details like name, frequency, time, and recipients.
- Customize the export by selecting ticket fields, custom fields, and time entry fields, such as time spent or billable hours, depending on your needs.
- Click on Export. The export will be generated and sent in .csv format to the designated email addresses at the pre-set time.
Sample report in Excel
Once the scheduled export is completed, a .csv file will be sent to the specified email address at the designated time or specified intervals. When opened in Excel, the report will display all the selected fields in a well-organized tabular format. For example:
This structured report ensures you can easily filter, sort, and analyze the data to meet your business needs.
Managing Scheduled Exports: Guidelines
Viewing Scheduled Exports
- Click on the “Scheduled Export” button under the Actions dropdown to get a comprehensive view of all the available schedules.
Editing options
- Click on the Edit icon to edit the scheduled export details as needed.
- Toggle between making the schedule active or inactive. If active, the scheduled export will run as scheduled. If inactive, the scheduled export will be paused and not generated.
- Delete the scheduled export if required.
Updating restrictions
- If you choose a Scheduled Export for tickets based on filtering, you cannot modify the time entry fields, but you can add or remove ticket fields from Export Tickets.
- If you choose a Scheduled Export ticket based on Time Entries, you cannot modify the ticket fields, but you can add or remove time entry fields from Export Time Entries.
Setting Up Scheduled Exports via Export button
- Navigate to the Export button under the Actions dropdown.
- Choose the desired time period (e.g., Created Time, Resolved Time, or Closed Time).
- Pick the relevant ticket fields, custom fields, and contact fields or time entry fields to include in the export.
- Click Scheduled Export, complete the form with the necessary details, and click Export and the export will be created accordingly.
Role-Based access for Scheduled Exports
The ability to perform scheduled exports is determined by user roles:
- Global Access: Users in this role can export all tickets across all groups and agents, providing access to the full ticket data set.
- Group-Only Access: Users can export tickets only from their assigned group or those directly assigned to them, limiting access to a specific subset of tickets.
- Agent-Only Access: Users can export only the tickets assigned specifically to them, ensuring that they only have access to their own ticket data.
Scheduled exports in Desk365 simplify the process of generating and analyzing reports for tickets, custom views, search results, and time entries. By automating this task, you save time and ensure consistency in data reporting.
Whether you need to monitor team performance, track billable hours, or review specific ticket details, scheduled exports provide a flexible and efficient solution tailored to your requirements.
