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FusionDesk reports give you a structured, exportable view of your team’s performance over any time period. Whether you need a quick weekly summary for a team stand-up or a detailed compliance report for a quarterly business review, the reporting engine lets you filter, slice, and export data in just a few clicks — no spreadsheet juggling required.

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Built-In Report Types

FusionDesk ships with four ready-to-run report templates that cover the most common service management metrics:

Ticket Summary

A volume-focused report showing tickets created, resolved, reopened, and pending over the selected period. Breakdowns by channel, priority, group, and tag are included.

Agent Performance

Measures individual agent output: tickets handled, average first response time, average resolution time, and CSAT rating per agent. Useful for 1:1 reviews and capacity planning.

SLA Compliance

Shows what percentage of tickets met first-response and resolution SLA targets. Filterable by priority, group, and customer. Breach details include the ticket ID, assignee, and time overrun.

Customer Satisfaction

Aggregates CSAT survey responses submitted by customers after ticket resolution. Includes score distribution, top-rated agents, and open-ended feedback samples.

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Running a Report

1

Go to the Reports section

Click Analytics in the left navigation, then select Reports from the sub-menu. You will see a list of all available built-in reports and any saved custom reports.
2

Choose a report type

Click the report you want to run. A configuration panel opens on the right side of the screen.
3

Set the date range

Use the Date Range picker to select a preset period (Today, Last 7 Days, Last 30 Days, This Month, Last Quarter) or enter a custom start and end date.
4

Apply filters

Narrow the report scope using the available filters:
  • Group / Department — limit results to one or more teams.
  • Agent — focus on a specific individual.
  • Priority — filter by ticket priority level.
  • Channel — include only tickets from email, portal, or chat.
  • Tag — filter by custom ticket tags.
You can apply multiple filters simultaneously.
5

Run the report

Click Run Report. Results load in the main panel within a few seconds. Large date ranges (over 90 days) may take up to 30 seconds to process.

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Scheduling Recurring Reports

Instead of running the same report manually each week, you can schedule FusionDesk to generate and email it automatically:
  1. Run the report with your desired filters applied.
  2. Click Schedule in the top-right toolbar.
  3. Choose the delivery frequency: Daily, Weekly, or Monthly.
  4. Set the delivery time and day (for weekly and monthly schedules).
  5. Enter one or more recipient email addresses. Recipients do not need to be FusionDesk users.
  6. Choose the export format: PDF or CSV.
  7. Click Save Schedule.
To manage existing schedules, navigate to Analytics → Reports → Scheduled Reports. You can edit, pause, or delete any schedule from that page.

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Exporting Reports

You can download the results of any report run in two formats:
CSV exports include all raw data rows returned by the report, with one row per ticket or event. Use CSV when you need to manipulate data in a spreadsheet, merge it with external data sources, or import it into another tool.To export as CSV, click Export → Download CSV after the report has loaded.

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Accessing Reports via API

If you want to pull report data programmatically — for example, to embed metrics in a custom dashboard or feed them into a business-intelligence tool — FusionDesk exposes a Reports REST API. All endpoints are read-only and accept ISO 8601 date ranges to scope the data returned. All requests require an Authorization: Bearer <api_key> header. Report data refreshes every five minutes. For full parameter references, request and response schemas, and code examples, see the Reports API reference.
FusionDesk retains ticket and event data for 24 months on Standard plans and 60 months on Enterprise plans. Reports that include a date range extending beyond your plan’s retention window will return partial results, with a banner indicating the earliest available data date. Contact your account manager to discuss extended data retention options.