Build a view without writing SQL.
The visual builder assembles a report from the data you record, and the report assistant helps explore a question you have not framed yet.
Reports built around the work you record.
Use the visual builder and report assistant to explore customer and service data, add dashboard views, and export or share read-only reports. Scheduled delivery needs the appropriate configuration.
Put the views your team checks on a dashboard.
Dashboards group the views that matter, so the same picture is in front of everyone.
Export it, or share it read-only.
Reports can be exported, and shared through read-only links. A read-only link is not authenticated private access, and the publishing user must choose content suitable for the audience it reaches.
Deliver it on a schedule.
Scheduled delivery depends on the required setup and delivery configuration being in place.
Reporting and SLA
Current views include cases awaiting a first response, cases without SLA coverage, recorded first responses, and closed cases missing resolution data.
What these views are not
This build does not include SLA breach alerts, compliance percentages, or time remaining. The views above describe response and resolution information that has actually been recorded.
Report templates Beta
The product catalogue defines 26 ready-made templates across Sales, Service and SLA, Billing and Finance, and Operations. The library carries a Beta caution in the product documentation.
Before you rely on a template
Beta templates need a preview with your data. Billing templates also need populated Finance data. Availability depends on catalogue seeding and setup; validate the report definitions against your requirements.
Talk through what you need to report on
Tell us what you are asked for and how often. That is usually the quickest way to find out whether the reporting you need is straightforward here or needs a closer look.