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In Freshdesk I have a saved report, which displays all time entries logged for the prior week, for myself and my employee. The report groups these by customer, and I export these entries to a .XLSX file, which is then processed through our accounting system. Each week I simply edit this report. Using this past week for example, I would select the start date as 11/25 12:00 AM and then the end date as 12/1 11:59 PM. However, if I’m running this report later in the morning, afternoon, or say later in the week, the report will include a portion of time entries from 12/2 in the report. Similar behavior also happens when changing the date range to “Today” or “Yesterday” from the Date Range drop-down. If I enter a time entry at 9PM for 1 hour of work and choose the date range of “Today”, it only shows 1 hour. If I change the date range to “Yesterday” I then see all of my time entries from during the day. I have checked the time zone setting to make sure that it is correct, but it’s almost as
is there a way to sort the value from highest to lowest count?
While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don’t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn’t mess up my report? The data point in question is in light blue below The screenshot below shows the metric, time dimension and group by filter for better understanding
I’m using the analytics and seeing some figures that don’t add up. On our dashboard we have 50 tickets showing as unresolved. That’s backed up by checking the tickets and finding there are 50 with unresolved status.The Helpdesk ticket volume however shows 58 unresolved tickets. I believe this has something to do with the ‘unresolved tickets by type’ showing 8 tickets with the type blank.I’ve checked that every unresolved ticket has a type set.How do I go about finding these 8 rogue tickets?
Hi All, I would like to get a data for the tickets, that had not been response or no action taken since last response from agents. e.g. Created on last week(Or month), and no response is sent from agents over x days. How Can I get such number?
Hi all I am configuring my analytics dashboard for conversations now, the “satisfactory conversations” widget does not fit what I need, since it calculates de percentage of satisfactory conversations on the total conversations had - so conversation in which the customer do not reply impact the metric. In all other organizations I have worked before, CSAT % is only calculated the replied surveys, that is:If I had 100 conversations, 2 surveys replied, 1 survey positive, my CSAT % should be 50% - as the calculation is: ( 1/2)*100 = 50) The metric on freshchat, however, will return the CSAT % is 1% - as their calculation is: (1/100)*100= 1 I’ve contacted support as well as our onboarding and they seem to tell me it is not possible to calculate CSAT as I wanted. I find that hard to accept because CSAT% is a very basic Customer Support metric and in my 6 years as a Support Manager I never saw it being calculated any different from what I am expecting - and we have other 3 managers in the t
Hi All,I hope someone can help. In our instance of Freshworks, I cannot create simple ticket reports as many metrics are missing. One I need is the ‘Ticket Created’ metric so I can produce some simple reports around aged tickets, tickets coming in and being raised, open, and closed. I have to admit, its a shame this is not just a standard option within reporting.Would anyone be able to shed light on what to do to create or make the metrics appear, please? Thank you!
Greetings everyone I was wondering about these green figures underlined in red and what they mean. I have gone through a lot of documentation here on freshservice but I couldn’t find any answer. If anyone could provide me with an answer, that would be great!
I'm entering review dates for solution articles but I can't see any easy way to report on these so that I know which ones need reviewing each week. Is there an easy way for me to do this?
Hello, we are in the process of finalizing setting up FreshService for our organization and we’ve come across an issue with the Requestor field in the Admin-Field Manager-Form Fields section for tickets. It does not appear to be editable or disable-able, which is something we are wanting to do as users are inserting random emails and other users’ emails. This is a problem because we lose track of who and what department has submitted tickets, which is the main reason we are implementing a ticketing system. We’ve spent 2 business days researching this field, both in the FreshService guides, community, and Google, without any luck. There also does not appear to be any way to edit the HTML of the field to simply hide it. Does anyone have any suggestions or methods to disable or remove this field? We are very happy with FreshService through the trial but this issue only just surfaced as we are rolling our to the larger organization. It is disappointing that it is not editable or removable,
Has anyone come across a way to identify the number of tickets that are being logged via the Freshservice mobile app? There’s not a specific Source category built in for it that I am aware of, so I assume they show as ‘Portal’, would be handy to know if people are actually using it after we pushed it out!
We are looking at creating a dashboard in the office that shows a few of the basic details. Open tickets, unassigned tickets. Issues resolved today etc. We had this with our previous software but not with this atm.How would we go about this without purchasing another licence or having to log in with someone elses credentials and inccuring a data breach
Hi folks, hoping someone knows how to do this, as I am a bit stumped! We have a number of ingested emails that auto create tickets. We can see on the ticket, on the To: line, which email address the initial email had been sent to. We can even access this in workflow conditions.What I can’t figure out how to do is access this data via analytics. I’d like to be able to see a breakdown of which email accounts are ingesting the most tickets, and also to see if any tickets have been manually raised with a source of ‘email’ (aka, nothing on the To line)Not been able to work out if this is possible, and if it isn’t I do think it should be!
Bonjoursuite à un export Excel, il manque les dernières 665 lignes d'analyse d’un fichier de 3900 lignes sur FRESHWORKS
