Missing CSV export for Productivity Reports, Deleted Tickets handling, SLA in minutes & Backup guidance

[Umaizmaste]

We are running FreeScout in production for our complete support and infrastructure operations.

We have a few important questions and feature gaps that are blocking our reporting and compliance needs.

1. Reports Export (CSV / Excel)

We can see the Productivity and Conversations reports in the Reports section, but there is no option to download or export these reports in CSV or Excel format.

We also tried running:
php artisan freescout:reports-collect-data

but we still do not see any “Collected Data” or export option in the UI.

Please clarify:

• Which exact FreeScout module is required to enable CSV / Excel export of reports?
• Is export functionality included in the standard Reports module or does it require a separate paid module?

2. Deleted Tickets / Emails

We need to understand how deletion works:

• Where do deleted tickets or deleted emails go?
• Is there any recycle bin, archive, or deleted items section?
• If not, is there any way to audit or track deleted tickets for compliance?

3. Feature Requests

If we need a feature that is not available:

• Is there an official portal or process to request new features?
• Can the FreeScout team provide custom development or paid feature extensions?

4. SLA in Minutes with Notifications

We want to configure SLA in minutes (for example 30 minutes or 60 minutes for first reply and resolution) and receive automatic notifications when:

• SLA is about to be breached
• SLA is breached

Please advise how to configure minute-based SLA and alerts.

5. Backup & Disaster Recovery

We are running FreeScout on an OpenShift Virtual Machine. Please advise:

• Which directories and databases should be backed up for full FreeScout recovery?
• Can FreeScout be restored on a new VM if the existing VM or storage fails?
• Are there any recommended backup scripts or best practices for FreeScout in virtualized/containerized environments?

These are critical for using FreeScout in a production enterprise environment.

[NLRoger]

Hello Umaiz,
We are a software development company and one of our activities is helping organisations to start using / implement FreeScout. We do business process consultancy to optimize workflows and setting up/configure FreeScout accordingly, hosting, maintenance, end-user support, module development, custom development and application integations. For example, we are almost finished with FreeScout in MS Teams app, which we will launch to the market. I can give you a demo if you want :-)

I'm sure we can help you with your requests.
Please send an email to info [at] managedfreescout [dot] com and we can continue the conversation from there.

[freescout-help]

Feel free to submit a feature requests.

Info on backing up: https://github.com/freescout-help-desk/freescout/wiki/Backup

Time-related conditions can check only Days or Hours but not Minutes, and there is no plans to add “Minutes” as it will overload FreeScout database.
https://freescout.net/module/workflows/