Creating a report in TOPdesk with the Report Wizard

To create your own report in TOPdesk, you use the Report Wizard. First you choose a card type, and then you work through five steps. In the last step you save the report. You can then export it to Excel or PDF, or have TOPdesk generate it at set times. The steps below follow the TOPdesk SaaS documentation and point out which choices affect the figures.

Opening the Report Wizard

You start from the TOPdesk menu in the top left, via New > Report. You then choose the card type, for example incidents, and work through five steps: filters, performance indicators, groups, display and result (creating reports). The documentation calls step 2 Fields, and step 4 both Display options and Execution Options.

The Report Wizard is not available for Asset Management. For assets, TOPdesk points to the Asset Type Report and the OData feed (see TOPdesk asset reporting). The rest of this article is about incidents. Where this article says incidents, TOPdesk’s English documentation says calls.

Step 1: which incidents count

• Card Filter: All Calls, All resolved Calls, Only currently open Calls (the incidents that are open when you run the report) or Use SLA (only incidents with an SLA; this needs the Contract Management and SLM module). Here you also use Include archive to choose whether archived incidents count.
• Saved selection: you can use a saved selection as a filter. If that selection leaves a value open with Ask during selection use, TOPdesk asks for it each time the report runs (selections). This lets you run the same report for each branch, for example.
• Date Filter: an absolute period, such as 1 January to 15 May, or a relative one, such as a month ago. A relative period is set to one year by default. You can make it longer, but according to the documentation that can slow TOPdesk down.

You can no longer create a new report without a Date Filter. On 26 February 2026, TOPdesk removed that option (“Everything up to now” in the release note) from step 1 to improve performance (TOPdesk release notes, release 16.02.021). Existing reports without a Date Filter still work. If you recreate such a report, it will have a period, and the result may differ.

The Date Filter sets the period. Which date is counted within that period is not decided until step 2.

Step 2: choosing performance indicators

Performance indicators are the numbers in the report, divided into Number, SLA (only with Contract Management and SLM), Time Spent, Duration and Costs. You need to choose at least one.

Check which date a performance indicator is based on. Logged counts the incidents logged in the period. Resolved counts the incidents resolved in the period, and those need not be the same ones. If 120 were logged and 110 resolved, that does not mean 10 of those 120 are still open. Logged and resolved counts only the incidents that were logged in the period and also resolved within it. For the backlog, there are Open at beginning of time span and Open at end of time span (fields for Call Management reports).

The result also depends on two settings in your environment.

• When an incident is resolved: an incident counts as resolved when it is completed or only when it is closed, depending on the setting under Settings > Module Settings > Call Management > General.
• Incidents in the Duration figures: in the Call Management module settings, under Reports, you choose whether the Duration performance indicators cover incidents logged in the period or incidents closed in the period. According to the documentation, this can result in two very different reports.

The Actual duration also includes the time an incident was On Hold. If On Hold is enabled in your environment, you can also choose the Adjusted duration, which leaves that time out, or the On Hold duration itself (call reports with On Hold and SLAs). State which of these durations the report shows. SLA reporting in TOPdesk explains what On Hold does to an SLA percentage.

Step 3: grouping

You can group at up to three levels. Under Field, you choose from the fields on the incident card, such as Branch, Department and Category. You can also group by Time span or Percentile (reporting functionalities in TOPdesk). To see only certain values, click Filter to the right of the field.

One of the example reports counts how many incidents were logged and resolved each week:

• Step 1: All Calls, including the archive, and a period.
• Step 2: the performance indicators Logged, Logged and resolved, and Resolved.
• Step 3: grouping by Time span, per week.
• Step 4: a Table.

If you group by month in step 3, you get a monthly overview.

Steps 4 and 5: display and result

In step 4 you choose a Table, Dynamic table, Pie chart, Bar chart or Line chart. Which of these are available depends on the report, and you can still switch after running it. Step 5 shows the result. To add percentages, use More > Show vertical/horizontal percentages.

Saving a report

In step 5 you save the report, with a name and a description. You also choose who can use it. You can keep it to yourself or share it, with all operators or only with the operators in a permission group.

TOPdesk saves the choices from the five steps. The figures themselves are not stored. When you open the report later, it recalculates with the data at that moment, and a relative period then counts from that day. To keep the figure you showed in the meeting, save an export.

According to the documentation, what a report contains depends partly on the permissions of the person who runs it. Two colleagues can see different figures in the same report.

Exporting to Excel or PDF

In step 5, click More and choose Print for a PDF or Export for an Excel file. You can export a saved report later through More > Export (exporting reports to Excel).

If you need the individual incidents, export an overview or a selection. This requires the create permission for Export lists, and your browser must allow pop-ups from TOPdesk (exporting overviews and selections).

Scheduling and sending

TOPdesk can generate a saved report at set times and save or send it. According to the documentation on scheduling (accessed 7 October 2026), this is not available in TOPdesk Professional, and you need permissions for it, such as the permission to create scheduled reports. The same page says that after a report is scheduled, you can no longer change it. So run it once yourself first and check the result. Then go through the five questions at the end of this article.

1. Open the report and choose More > Schedule.
2. Under Output Type, choose PDF or Excel, and in the Output block, choose Save Report or Send By Email. After saving, you enter the recipients on the Recipients tab.
3. In the Execute block, choose whether the report runs as a specific operator or as the recipient. If you choose an operator, every recipient gets what that operator is allowed to see, even if the recipient has fewer permissions. If the report runs as the recipient, the figures can differ from person to person.
4. In the Schedule block, tick Is Active, enter how often the report should be generated, and save. Run now generates the report at that moment. The first time, put only yourself on the Recipients tab, and add the others when the result is correct.

Each run is kept on the Saved Reports tab of the scheduled report. You can find all scheduled reports for a module on the Dashboard for that module, via Scheduled Reports in the Reports block. What goes into a monthly report for the management team is covered in Monthly service desk report.

Keeping reports fast

According to the documentation on performance, heavy reports can slow down your entire TOPdesk environment. You can counter that in a few ways.

• Limit the data: use a Card Filter or selection and a period that fit the question.
• Do not group too finely: for an annual overview, grouping by month is enough. Grouping by day makes the report heavier.
• Dashboard: do not put heavy reports on the TOPdesk dashboard. There, TOPdesk calculates a report periodically. Elsewhere, it only does so when needed, for example when you open the report.

Report Wizard or Reporting Hub

According to the documentation, the Reporting Hub will gradually replace the Report Wizard. The hub is still in beta and available only in English (accessed 7 October 2026). For now, you use the two side by side.

• Reporting Hub: when your question fits one of the dashboards. You do not have to build anything, and you just narrow things down with filters. The layout is the same for everyone.
• Report Wizard: when you want to group by a field the dashboards do not offer, or want a report generated at set times. The documentation for the hub says nothing about scheduling.

For more on what the hub contains today, see TOPdesk Reporting Hub. In the meantime, keep a record of the reports you use, with the question and the recipients for each one. Note the filters and the period as well. Start with Scheduled Reports. That way you will know later which reports you can find in the hub and which you will have to create another way.

Five questions before you share a report

1. Which period is set in step 1, and is it absolute or relative?
2. Does the performance indicator count by the date logged or the date resolved?
3. Does an incident count as resolved when it is completed or when it is closed?
4. Does the duration include the time On Hold?
5. Whose permissions does the report run with?

Put the answers in the description of the saved report. Also mention them in the email or document you use to share the figures. TOPdesk reporting: why it takes more work explains why a monthly report often still involves manual work even then.