Scheduled Reports
Email a daily, weekly, or monthly summary of your support metrics to the bot owner
Scheduled Reports send an HTML email summarising your server's support metrics on a schedule you choose. They are for bot owners who want the numbers from Dashboard → Analytics in their inbox without opening the dashboard: how many tickets came in, how fast the team answered, who resolved the most, and how satisfied users were.
Scheduled Reports is an Enterprise feature. Each server can have up to 5 reports. Reports are always sent to the bot owner's account email; there is no recipient list. Only the bot owner can create, edit, test, or delete reports. Dashboard staff see the tab with an Owner only badge and cannot change anything.
Setting up a report
Open the Scheduled Reports tab
Go to Dashboard → Bots, pick your bot, choose the server, and open Scheduled Reports in the Service Levels group. The tab shows Reports will be sent to: followed by the owner email that will receive them.
Click Add Report
The Create Report dialog opens. Give it a Report Name such as Weekly Summary. Names are 1 to 50 characters.
Choose a frequency and time
Pick Daily, Weekly, or Monthly. Weekly reports also ask for a Day of Week; monthly reports ask for a Day of Month from 1 to 28. Set the Time (a whole hour, 00:00 to 23:00) and the Timezone the hour should be read in.
Pick the metrics to include
Tick at least one under Metrics to Include. Leaving all six unticked shows "Please select at least one metric to include".
Create it
Leave Enabled on and click Create Report. The report appears in the list with an Active badge and its schedule, for example "Every Monday at 09:00".
Send a test
Use the envelope icon (Send test email) on the report row. A test uses the same period and metrics as the real report and lands in the owner inbox within a minute or two. You can send one test per report every 5 minutes.
Settings
| Setting | Allowed values | Default |
|---|---|---|
| Report Name | 1 to 50 characters | empty (required) |
| Enabled | on or off | on |
| Frequency | Daily, Weekly, Monthly | Weekly |
| Day of Week | Sunday to Saturday (weekly only) | Monday |
| Day of Month | 1 to 28 (monthly only) | 1 |
| Time | 00:00 to 23:00, whole hours | 09:00 |
| Timezone | A dropdown of common zones: New York, Chicago, Denver, Los Angeles, Anchorage, Honolulu, UTC, London, Paris, Berlin, Amsterdam, Tokyo, Shanghai, Singapore, Sydney | UTC |
| Metrics to Include | Ticket Volume, Response Time, Resolution Time, Staff performance, Category breakdown, Satisfaction (at least one) | all six |
Days 29 to 31 are not offered for monthly reports so that every month delivers on the same day. Daylight saving changes are handled by the timezone you pick; the report keeps arriving at the same local hour.
What each report covers
The period ends at the moment the report is sent and reaches back depending on the frequency:
| Frequency | Period covered |
|---|---|
| Daily | The previous 24 hours |
| Weekly | The previous 7 days |
| Monthly | The previous calendar month |
Within that period the metrics are counted as follows:
- Ticket Volume: tickets created or closed in the period, shown as Created, Closed, Open, and Total.
- Response Time and Resolution Time: tickets closed in the period, shown as Median, Average, Fastest, and Slowest. Durations under an hour display as minutes, longer ones as hours and minutes.
- Staff performance: a ranked Top performers list with how many tickets each staff member resolved in the period.
- Category breakdown: the top 5 categories of tickets created in the period, with counts and percentages.
- Satisfaction: average rating out of 5, the share of positive ratings, and the number of responses. This needs Feedback collection to be turned on for the server.
What the email looks like
The subject is <Report Name> - <Server name>. The email opens with a headline such as "Acme Support had 42 new tickets." and a short summary line ("30 were closed. Median first response was 12 min."), followed by a card for each selected metric. Sections with no data for the period are omitted; if nothing is available the email says "No data is available for this period." A View analytics button opens the dashboard, and the footer carries an Unsubscribe from this report link.
Managing reports
- Pause: edit the report and turn Enabled off. The row shows Paused and nothing is sent until you turn it back on. Pausing is allowed even after a downgrade, so you can always stop email.
- Edit: the pencil icon opens the same dialog with the current values.
- Delete: the bin icon asks for confirmation ("Delete Report?"). Deleting is permanent.
- Last sent: each row shows when the report last went out, or Never sent. If the last delivery failed, an (Error) marker appears next to it with the reason on hover.
- Delivery history: the tab lists past sends with their status (success or failed), the period covered, and any error. History is kept for 90 days.
Unsubscribing and resubscribing
The Unsubscribe from this report link in the email works without signing in and needs no confirmation. It unsubscribes the owner from every report on that server, not just the one that sent the email, and the tab then shows an Unsubscribed notice with the date. Test sends are blocked while unsubscribed. The bot owner can click Resubscribe on the tab to resume delivery; dashboard staff cannot.
Limits and gotchas
Reports go to the bot owner's account email only. If that account has no email address, creation succeeds but every send fails with "Bot owner does not have an email address configured". Sign in to the dashboard with a Discord account that has a verified email.
- Up to 5 reports per server. At the cap the tab shows "You've reached the maximum of 5 reports." and Add Report is disabled.
- Reports are checked once an hour, so a report set for
09:00arrives shortly after nine, not on the exact minute. - If the dashboard is offline for a stretch, missed occurrences are sent afterwards, but only a limited number are caught up: about two days for daily, one week for weekly, and one month for monthly.
- Reports need a completed server setup. Creating one on an unconfigured server shows "Guild configuration not found. Please complete the initial setup first."
- After a downgrade from Enterprise, existing reports stop sending. You can still disable or delete them.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| "Please wait before sending another test report." | One test per report is allowed every 5 minutes | Wait five minutes and try again |
| Report row shows (Error) next to Last sent | The last delivery failed; the hover text shows the reason | Fix the cause (usually a missing owner email or an invalid timezone) and send a test |
| No emails arrive but the row says success | The message was delivered to the owner email but filtered | Check spam and any filters for mail from ticketcord.com |
| The tab shows Owner only and everything is disabled | You are dashboard staff, not the bot owner | Ask the bot owner to make the change |
| "You have unsubscribed from scheduled reports. Resubscribe to send test emails." | The unsubscribe link in a past email was clicked | Click Resubscribe on the tab (owner only) |
| The tab shows an Upgrade to Enterprise notice | The bot owner's plan is not Enterprise | Upgrade at ticketcord.com/pricing |
| A metric card is missing from the email | No data for that metric in the period; empty sections are hidden | Nothing to fix; widen the frequency if the period is too short to contain data |
Common questions
Can I send the report to my whole team? No. Reports go to the bot owner's account email only. Forward it, or set up a mail rule that redistributes messages with the report's subject line.
What time will my report actually arrive? Shortly after the hour you picked, in the timezone you picked. Delivery runs hourly, so expect it within the first few minutes past the hour.
Why can't I choose the 31st for a monthly report? Only days 1 to 28 are available so that every month, including February, sends on the same day.
Does a daily report cover yesterday or the last 24 hours? The 24 hours before it is sent. A report at 09:00 covers 09:00 yesterday to 09:00 today. Weekly covers the previous 7 days and monthly the previous calendar month.
I unsubscribed by accident. How do I get reports back? Open the Scheduled Reports tab as the bot owner and click Resubscribe. Unsubscribing applies to all reports on that server, so one click restores all of them.
How many reports can I create? Five per server on the Enterprise plan. Each can have its own frequency, time, and metric selection, so a daily volume report and a monthly satisfaction report can coexist.
Do reports include AI token usage? No. Token usage lives on Dashboard → AI Usage and is not part of scheduled reports.
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