When every client should get its own numbers
How to give each client its own report on a schedule
Make one report per client and set one schedule on each. Each client gets its own numbers by email, on the day you pick.
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How to do it
Pick the one report shape every client will get.
For example, tickets by status over Last 30 Days. You will make one copy of it for each client. Each copy gets its own schedule.
Open Reports, then Saved Reports, and open that report. Or click New report to build it.
New report opens the Report Builder. There a report reads as one sentence. Show me Tickets as Ticket Count by Status over Last 30 Days showing All is one.
Limit the report to the first client.
In Sentence view, click the filter chip, pick Organization, and choose the client. In Panel view, pick Organization under Filters. Showing All means every client. Do not leave it that way. Tickets, CSAT Ratings, Invoices and Devices have this filter. Time Entries has no client filter, so a scheduled Time Entries report shows every client's hours. Do not send it to a client.
Click Save Report and put the client's name in the report name.
A name like Northwind weekly tickets tells you whose report it is. If the report is shared or is someone else's, the portal warns that saving changes it for everyone. Click Save a copy, not Update for everyone.
Check the numbers before you set a schedule.
Open the saved report and click the CSV button next to Chart and Table. Open the file and make sure every row is this client's. This takes a minute and keeps another client's numbers out of the email. If a report has no Organization filter, do not schedule it for a client.
Click New schedule in the Schedule card.
The Schedule card sits under the chart or table. A report with no schedule reads No schedule yet. This report is only sent when someone opens it.
Pick Repeats, the day, and the time.
Repeats lets you pick Every day, Every week or Every month. For a month-end report, pick Every month and set Day of the month to 31. A 29, 30 or 31 runs on the last day of a short month, so no month is skipped. The note under Time says it is this instance's time.
Click Add recipient and add only that client's people.
Type a name or an email address. Client contacts and staff both show up in the search. A full address with no account here can be added too: pick Send to and the address. You can add up to 20 people. You can add your own address too, to see the first email yourself.
Click Create.
Sent to shows each person as a chip. Last send reads Not sent yet until the first email goes out.
Make the next client's report from this one.
Open Reports, then Saved Reports, and use the Actions menu on the card to click Duplicate. The copy is named Copy of and the old name. Only you can see it. Click Edit, set the Organization filter to the next client, rename it, and click Save Report. Then repeat steps 5 to 9 for that client. A copy has no schedule, so you add each one by hand.
Read Last send after the first occurrence.
It reads Sent with when it went. The email is named for the report, followed by scheduled report. The CSV is attached, and the body says which dates it covers. If a send fails, Last send shows Failed with the reason in red.
Pause a client's report when you need to.
Click the schedule's row and click Turn off. Turn on brings it back. The Trash icon deletes the schedule after a confirm. Reports already sent are not recalled.
The pages behind each click
What you will have
- Each client gets a report that shows only that client's numbers.
- Each report has its own schedule. Each email goes only to that client.
- You check the numbers before the first email. You can pause any schedule later.
Why it works this way: How to give each client its own report on a schedule
A schedule does not know about clients. It emails what the report shows to the people on its list. The limit to one client is set on the report, in its Organization filter.
Everyone on a schedule is in the To line of one email. They can all see each other. That is why each client needs its own schedule.
The email carries a CSV file. It is not a PDF with your logo on it.
The report runs as the person who made the schedule. The time is your own instance's clock.
If it did not work: How to give each client its own report on a schedule
- If an email shows more than its own client, open the report and check the Organization filter. The schedule sends what the report shows.
- If Last send says nothing was sent, because no mailbox is connected, connect mail first. The next occurrence goes out. The portal never sends from someone else's address.
- If the person who made a schedule is deactivated, Last send says so. Make the schedule again as an active user.
- The portal looks for due schedules every 15 minutes. It sends only within about four hours of the time you picked. A missed slot is not sent late in the day.
- If you delete a saved report, its schedules go too.
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