Analytics

I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.

Hi everyone, I am trying to create an overview of software that is used per department. I am struggling with it for a while for what I thought it would be an easy overview. So what I did: I created a widget from scratch using a chart I use the Metric “Users Count (Sum) I group by Name (which is the name of the software) The only thing I need to add is the department of the user. Whatever I try, it does not give me the correct results. One difficulty: Some software is linked to ‘Used by’ (the user) and some is linked to ‘Installed’ (the machine). Of course it would be great to see it in one overview, but I can live with two different widgets (one for user, one for machine). Does anyone have an idea how to solve it? Thanks, Tom

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?

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 te

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!

Bonjour suite à un export Excel, il manque les dernières 665 lignes d'analyse d’un fichier de 3900 lignes sur FRESHWORKS

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard. Tasks can only be seen through the “My Work” section. How can I add tasks to the Dashboard view?

Hi, Is there no way to add filters in the team dashboards? The pro plan said it had custom real time dashboards.

We have created several custom fields in TASKs for Tickets and Changes that do not appear in ANALYTICS to select for reports. Some of these fields are dropdown, text and paragraph, however none are visible to choose in the Analytics report column choices. Are there restrictions to the number of custom fields that can be available or the type of field that will appear as a choice? I have changed some from single line text to dropdown and Paragraph to single line text and they still do not appear, however other fields I have created do show as selections.

Afternoon All, I’m fairly convinced this isn’t possible, but our business is in the process of reviewing our workspace configurations, and we’re looking to see if we can report on ticket movements between workspaces (to see if our implementation matches the use case for WS’s). Is it possible get an idea by report or otherwise as to how many tickets moved where, and possibly which direction etc.? TIA

Hi, I am sure it is an easy way to do this but I do not understand the article about it. We have this showing “yesterdays report” But we want a custom metric to show the “backlog” from the day before again. So in reality it is Unresolved tickets - Total tickets = tickets left from the day before. Can someone show me how it is done by pictures or step by step?

I work for a College that has a fleet of Macbooks we give to our high school students. As an all boys school, we have a significant number of repairs every quarter, and we are trying to run reports that look at both repairs being done and loan laptops we have given to the boys. One of my reports is on loan laptops. Management likes to see a list of students in a tabular format, with some pie graphs at the top showing breakdown of individual year groups. The analytics module is excellent and works very well, but they want this report in PDF format. Unfortunately, this doesn’t appear to be possible currently as the analytics module only shows a single page when you email the report as a PDF. Is there any way that we can show all the data (with the graphs) in a tabular format? We were able to do this in the old reports module, but we seem to have lost this functionality with the new analytics module.

Hello, I was referring this guide to create a Data Export so our team can create additional dashboards using Tableau. I noticed this example had modules for Tickets, Timesheet, and even Change. However, when we checked it on our side, we only see Project, Project Tasks, and Project Time Entries. Any insights or reference will be great.

In Analytics, Service Desk Review curated report, I have set a time period, chosen 3 groups (hit Apply), and run the report. I see the results on the screen. When I go to export or download the report, the results I receive are the “defaulted” 30-day view instead of the results with the filters that display on my screen. No matter what group I choose, I get the "exact same, wrong" results in the downloaded version. Am I doing something wrong or is there a flaw in the report?

I’m trying to create analytics report in Freshservice to show the number of tickets in a given month that members of a specific group have CREATED, and not just worked on. The purpose is to analyze the number of tickets each agent has created vs the number of calls they have received. I’ve been playing around for a while but have not yet found how to get these numbers. Each time, I get tickets others have submitted, and the agent has later been assigned and closed. Any thoughts on how this can be accomplished?

Not sure if I am just looking at this wrong, or what….I don’t think our CSAT scoring is calculating correctly. We ask 3 questions on our survey with 2 of them being a 5 point scale and 1 of them being a Yes/No question. Based on this image, if I add the total score and divide by the maximum score, this agent should have a 93%, but the CSAT is calculated at 3.75 out of 5 or 75%. I am sure I am missing something but I cannot wrap my head around it LOL. One of the tickets only answered 2 questions and not the 3rd, so not sure if this is impacting it, but the scoring doesn’t look right for any of my agents. Thoughts?