Visit Freshworks.com Visit Freshworks

Analytics

Unlock Critical Business Insights with No-code Analytics

  • 14 Topics
  • 13 Replies

14 Topics

P
Apprentice
PeteBApprentice
asked in Analytics

Access knowledge base search requests

We would like to access the data on KB searches.  Initially, we would like to focus on creating new KB articles for the most common searches that return no KB results.  Is there a way to access the searches being done so we can see how many hits are being returned for different types of searches?  

0
P
Apprentice
1 day ago
D
Apprentice
Doug WilliamsonApprentice
asked in Analytics

Why are there two differnent Clocked Date columns in the time reports with different dates?

See the image above...the “Clocked date and time” is Saturday April 1, 2023 at 7:00 p.m. (they are ALL at 7:00 p.m.), but the actual date the work was done is under Clocked date of Sunday, April 2, 2023. Why are there two columns presenting essentially the same information with one correct and the other not correct?

1
A
Apprentice
18 days ago
spyder313
Apprentice
spyder313Apprentice
asked in Analytics

Slack integration error

The slack integration is not working for us. We are getting the following error when installing the Slack app on Freshdesk. We are on a paid Growth plan with Freshdesk and I am using admin user privileges on Slack.{"code":"internal_error","message":"We're sorry, but something went wrong."

1
stuartcowen
Community Debut
14 days ago
K
Apprentice
kristinn.h.sveinssonApprentice
asked in Analytics

Present reports with unique link

Hi.  I created a report that I would like to display on a TV showing the most neccesery information at current status in the ticket queue.  My options are to be logged on to the FreshDesk portal in the browser and “Present” the report but the drawbacks are that if somebody can connect a remote control device to the TV he can browse around FreshDesk in my name which is not good because I’m an admin.But by having a uniqe link I don’t have to be logged into FreshDesk and Present so security wise that’s always better and also that report cannot be changed if someone gets an remote control device.

0
K
Apprentice
1 month ago
A
Contributor
astr0b0yContributor
asked in Analytics

How to use Out of Business Hours in Analytics?

Our chat service is left open 24 hrs, 7 days but is staffed only during business hours Mon-Fri.I would like to analyse agent performance with respect to business hours only and have tried to use the filter “Outside business hours” but it doesn’t seem to work in the way I was expecting.For example, for a Chart Widget with a metric of Conversations grouped by Hour of the Day:If I set Outside business hours is False the resulting data is exactly the same as without the filter (still shows values for out of hours times)If I set Outside business hours is True the result is No Data

3
A
Contributor
1 month ago
Samson
Apprentice
SamsonApprentice
asked in Analytics

Export FAQ pageviews by month in CSV

Greeting from Japan. We are able to download a CSV of all faq pages, their pageviews, likes and dislikes from when we first started using Freshdesk. We can also download PDF reports by month, is there a way to download CSV by month?We would very much like to share monthly figured internally over time so it align with other metrics we collect monthly at differeny departments

1
Jebas
2 months ago
J
Apprentice
JJacks0nApprentice
asked in Analytics

Top 5 issues

Looking to use the reports feature to produce a Top 5 Sub Category report.   creating the reports is not a problem but would like to have the report limit to the top 5 Categories then in each category have a top 5 sub category 

0
J
Apprentice
2 months ago
G
Apprentice
GregBolekApprentice
asked in Analytics

Analytics/Report Creation resources...

With being a new user/client to FreshService, I am struggling to use the Analytics area to create custom reports, and pull out useful information.  The YouTube offerings are old, and do not go into custom report generating. Also, there are no “How-to” resources listed anywhere. Can someone give me some assistance? Thank you!

0
G
Apprentice
2 months ago
Y
Apprentice
YourizApprentice
asked in Analytics

Extract ALL tickets data - API and scheduled export

Hello community,I’ve been looking pretty much everywhere (I guess) and couldn’t find a solution, hopefully something changed over the last months.How can I extract all the tickets from my Freshdesk? I’m planning to extract as much data as possible (years possibly) so that I can integrate it with my BI solutions and develop very specific reports and dashboards. If I schedule a Data export I’ll only get tickets updated in the last 30 days, and if I access it through the API I have a limit of 30k tickets (pretty much one month worth of data for us).Is there a way to go further back in time and extract more and more tickets?Thank you,Youri

0
Y
Apprentice
2 months ago
S
Apprentice
spredeApprentice
asked in Analytics

Creating team avg. widgets

Hello everyone.  I am having a heck of a time finding online or here on how to create a simple Team Average Widgets for the following.Team Avg Resolved TicketsTeam Avg Created TicketsTeam Avg Agent Reply CountIn my mind it should be simple, just chose the data I want to extract and then select average instead of total but the only options I get are Total and Percentage. What am I missing?

0
S
Apprentice
4 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Analytics

Freshworks Analytics | Ask the Experts SessionSESSION RECORDING

We saw an overwhelming response to the Freshworks Analytics AMA held on January 25, with more than 350 of you attending live - A terrific start to the new year 💥 For all those who couldn’t make it, we couldn’t let you miss out. Take a look when you get a chance -  ✔️Key takeaways from this session: Overview of Freshworks Analytics Use-case-based feature demos  Product Roadmap Engagement with product experts   

6876
akshita.kanumury
Community Debut
4 months ago
Zellbury
Apprentice
ZellburyApprentice
posted in Analytics

Analytics Report Drill Down Option

Team,This is to inform you that in Freshdesk Analytic Reports there is no drill down option available from where we can check the selected data. Please share the updates on this and do let us know when this issue will be resolved.

1
Jebas
3 months ago
badettecruise
Apprentice
badettecruiseApprentice
posted in Analytics

Analytics - How much can you do in Growth?

Moving my reporting from google sheets to Analytics, but finding limitation on combo chart. I am in growth plan and I am a huge fan of combo charts. Unfortunately I don’t think it’s available. Can you share your best graphs using Analytics that are both aesthetically and statistically pleasing?

0
badettecruise
Apprentice
6 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Analytics

Fall ‘22 Launch: Join the discussion - An AI-powered platform built for everyone

 AI-driven analytics make it possible to forecast business metrics. Watch this snippet from our Fall Launch ‘22 to know more about this. 💬 How will you use AI-powered Forecasting to make data backed decisions❓

340
rashmi.nag
6 months ago

Badge winners

  • Salud, Ideator
    echapmanhas earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    Mandanahas earned the badge Lightening (Mc)Learner
  • Salud, Ideator
    krollinshas earned the badge Salud, Ideator
  • Salud, Ideator
    jasonseihas earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    bleeuwenhas earned the badge Lightening (Mc)Learner
Show all badges
Terms of UseCookie settings