Need to create a simple customer report listing all ‘not closed’ tickets for a customer (company) and schedule an automate generation/email of report to individuals in a customer.
Just got off a call with support and identified the following options, but not workable solutions for us:
- Send a standard report to a client .. wrong information. Customer needs a simple list of unresolved tickets, not trends.
- Create a custom report, have this sent to an agent. Agent then would have to download the report and send it to the customer. Report is actual what we need, but we are not looking to add step to my teams workflows. This is the job for a system, but a human.
- Create an report in analytics (dashboard) and schedule it to be sent to a client .. there are no ‘list’ widgets, so can’t generate this simple list.
From my vantage, the fundamental problem is reports/analytics are targeted at help desk management, not customer reporting. They do a nice job of this. Trying to get a customer report automatically generated out of this capability seems like a ‘square peg/round hole’ problem.
For customers, these analytic reports/dashboards work well for leadership views (charts and graphs depicting trends .. are perfect), but not for the folks managing the client workload (aka responding, escalating, etc within the customer org). On calls, it’s easy to get them in from of the portal to review tickets, but this is a ticket at a time process.
However, for a clients internal processes, this does not work well. It’s not efficient to go into a meeting and review each ticket in a portal. Rather, they need a simple CSV like report listing each ticket, key attributes (id, subject, priority, status, customer/agent touch counts, etc) for their purposes.
Be great if this would be added to FreshDesk