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Creating and Managing Report Templates (for Admins)

Report Template Builder page is restricted to Admin users only

Updated over 2 months ago

Use report templates to define a reusable structure for the reports your team needs. You can choose the report type, add and arrange data columns, apply filters, and preview the output — all from one place.

What is a Report Template?

A Report Template is a customizable layout that defines how data is shown in a report. It’s reusable and lets you:

  • Choose what data to include

  • Filter and organize the report layout

  • Run consistent reports across your team

Types of Report Templates

You can create report templates for the following types:

  • Tickets

  • Cases

  • Clients

  • Sales

  • Join Report (Cases & Clients)

How to Create a Report Template

You must be on the Template Builder List page to perform the following steps:

  1. Go to the Reports menu from the left sidebar.

  2. Click on Template Builder.

  3. Select the tab for the report type you want to create (Tickets, Cases, Clients, Sales, or Join Report).

  4. Click the [+ Report Template] button.

  5. Enter a name for your new report template.

  6. Click the [Create] button.

You’ll be redirected to the Report Template Details page.

Customizing Your Report Template

The following steps must be done inside the Report Template Details page.

1. Add Columns

  1. Use the search bar to find a column by name, or browse available columns by category.

  2. Apply filters to narrow down your search results.

  3. Tick the checkbox next to the columns you want to add.

2. Reorder Columns

  1. View Rearrange column section.

  2. Drag and drop columns to change their order.

  3. Check the column counter to see how many columns have been added to your report.

3. Apply Filters

  1. View the Filter section for your report type (each report type has different filters).

  2. Select the filters you want to use.

  3. Check the filter counter to see how many filters that you want to apply.

  4. Click the [Apply] button.

  5. Check the data counter to see how many records match your selected filters.

✅ These filters will automatically carry over to the Run Report page.

4. Preview Data

  1. Click Show Preview Data to see how the report looks.

  2. Use the pagination controls in the top-left corner or arrow button that floating in data preview to browse the table.

  3. For templates like Tickets with specific Survey Questionnaire Responses and Sales > Collection Report, that preview data is shown as mock data.

  4. Click the [Go to Preview] button to open the Run Report page for this template type.

5. Edit Report Template Name

  1. Click the ✏ Edit icon next to the report name.

  2. Type a new name for the template.

  3. Press Save icon to save the change.

6. Save and Run the Report

  1. Click the [Update Report] button to save any changes to your template.

  2. Click the [Run Report] button (top-right above the table preview) to generate a report from this template.

Managing Existing Templates

The following actions must be done from the Template Builder List page.

1. Copy a Report Template

  1. Find the report template you want to copy.

  2. Click the Copy icon to duplicate it.

2. Delete a Report Template

  1. Find the report template you want to delete.

  2. Click the Delete icon to remove it permanently.

3. Edit a Report Template

  1. From the list, click either the [Edit] button or the report name.

  2. You’ll be redirected to the Report Template Details page to make changes.

With Report Templates, you can streamline how reports are built and run across your team. Whether you're customizing columns, applying filters, or managing templates — the system gives you full control to keep reporting consistent, efficient, and tailored to your needs.

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