Analytics

I’ve noticed when applying the “Total Unresolved Tickets” metric, I still get closed and resolved tickets according to the screenshot below. Is this a bug, or am I missing something?

My team has a bit of confusion between two different Metrics that were setup to show “Average First Response Time”. Within the setup for “Date Range Dimension” on the Widgets, what is the difference between - Date Range Dimension is Created date AND Date Range Dimension is First Response Date? Both have everything else setup exactly the same but give vastly different results. Any help with understanding the difference would be greatly appreciated. Is it data gathered after the Created Date until first response date/time and data gathered after the First Response date until the next response date/time?

Hi everyone! I am trying to create a report regarding CSAT and would like to display some of the Short Text Reponse using a Tabular Data. I would like to know if there is a way I can remove the blank items “---” here? I can’t seem to find the Associated Survey Short Text Response option upon creating a filter. Thank you in advance!

I can see the asset activity data can be exported from Analytics> Asset and selecting activity fields. what is the ETA when it will be rolled out for existing accounts?

Hi, we’re pulling data from ticket fields using PowerBI but all the timestamp data such as when the ticket was logged and responded to is 7 hours offset (earlier) than our current time zone. Is there a setting somewhere to set the relative time of the underlying data? The times on the Freshservice console view of the tickets are all showing correctly. Thanks Andy

I have custom fields in a CI Type in Assets and need to use that for a group by in Analytics. I am able to get the custom field to show as a filter, but not a group by. The field is a single line text field. Any ideas? I reached out to support, but they are at a loss and need to escalate the ticket….

Hi All, Could some one tell me how to get the request type and sub-type in analytics without adding servise items in the Filters. Thanks.

Hi, I want to create a report that displays the performance of a team. It should include the number of tickets resolved per agent, but also the tickets re-assigned to other teams per agent. I can't figure out the second part. Can anyone help me with this? Much appreciated, Regards, Robin

When grouping ticket stats by month, mine show January - December, and the current month is not highlighted, nor is the current month the final month on the chart. Is there a way to make this so the current month is the far right of the graph? In my example, March is the current month, presently as I’ve only been active for 7 months, it’s easy to spot the current month, but once I hit August, the graph becomes more difficult to read at a glance. Any ideas, or not possible?

Hi there, Can anybody help me here? I want to make a matrix in the analytic site that measure the Average age of open incidents in our dept. Is this possible? If so, what type of matrix should be used? I have tried for days now, and nothing will give me the result that I am searching for. Could it be that such a simple and used matrix is not just able in Freshservice yet?

I am trying to put together a custom metric to calculate our uptime sla based on major incidents. I added a custom number field but it does not appear at all in the Columns table. Anyone else do this or something similar?

I wanted to bring to your attention an issue I've encountered since the recent software update. Problem Description: When generating reports for assets based on location, selecting a parent location doesn't seem to consider child locations. The system treats everything as a single location, leading to inaccuracies in the reports. Occurrences: This issue has been consistently observed at multiple points while navigating and utilizing Freshservice. Request for Assistance: I'm reaching out to the community to see if others have experienced a similar problem after the recent update. Additionally, if there are any new configurations or steps needed to ensure accurate location-based reporting, I would greatly appreciate any guidance. Your insights and assistance are invaluable. Let's work together to ensure a smooth experience for everyone.

Hi. Currently, in Analytics, in Ticket Lifecycle, you can’t see the correct order of events of a ticket lifecycle. I have looked several workarounds with custom objects and others, with Partner, with Support, and it turns out there is no workaround. At least they have acknowledged this to be a possible enhancement. I have submitted a detailed Feature Request. Would you mind voting on it too? Analytics (FreshDesk, FreshService): Ticket Lifecycle - streamlined report according to time events | Freshworks Community Similar entry already exists for FreshDesk: Ticket lifecycle - Freshdesk | Freshworks Community Thanks. Best, Elvis

Hi - I am looking to have an analytics dashboard for Service Catalog requests and/or Purchase Orders. I see the out of the box dashboard “Purchase Orders Overview” but that is very high end. I need: Spending total per employee by month Spending by employee per item/per month. For example, Jane Doe spent $232 in June on medical kits and $43 in July Total money spent on all items within a bundle by quarter If I have the above three, I can complete the rest. I just don’t see an obvious way to set this analytics reporting up out of the box. Is scripting needed? Thanks

I am trying to create a report that will show me current unresolved tickets that are overdue. There is not a metric filter for overdue or SLA Violated. I looked at this question, but the filter proposed isn’t there anymore. Any ideas?

Hi All, I am trying to get my head around analytics, I used to be able to easily get a monthly report of our agents performance (ticket numbers, open/closed etc). Now when I open the report and filter it I get the correct details on the screen but when I download them it gives me the report with no filters. Has anyone had the same experience? Thanks

I am experiencing an existing pattern of not being able to control/manage customised columns of underlying data within any Analytics report.. Where I try to remove checked areas it then becomes very buggy, either adding extra columns or not removing any of those selected. Do other users experience this or know a work around? as it makes the customisation of underlying data tables un-manageable.

Hello, I wonder if there is a way to customize a dashboard tile. The default dashboard tile showing all changes “Past Planned End Date” also includes changes scheduled in the evening. Is it possible to display the changes only when the end time has passed? Thanks, Robin

I’m probably staring at it but can’t decipher where I see this, in a curated (Ticket Lifecycle) or custom report: Stat to show the average time it took, by day, for an agent to be assigned or pickup a ticket from the unassigned queue. Im assuming it’s there, as it can be used to push toward automatic ticket assignment to reduce that assignment gap.

Has anyone been able to integrate Apache Superset with there FS instance?

Team, The API Data Export feature right now has a couple of major flaws: 1) Tasks API Export is published but it does not run even after it has been configured. 2) All API Data Exports do not allow for the addition of custom fields in templates Can you add into your roadmap the capacity to add service item custom fields into API Data Exports? In addition, can you allow paragraph type fields in API Data Exports as well as in Fresh Service Analytics module?

Is there a way to use analytics to determine the amount of time our agents have spent assisting each department? I don’t really see a metric for time entries, and the other time based metrics don’t quite seem to provide what I’m looking for.

Hello All, We want to create a report to see who has changed the priority of the ticket in freshservice. Can you please help me out with the same? Regards Shyam

We are working on measuring our ticket processing efficiency to see if there are areas for our team to improve on when processing (incident and service request) tickets. Are any other companies doing this review? If so, what are you using as a sample size monthly for that review (ie. 5% of total tickets, etc.)

Am I missing any simple way to produce a report within analytics that shows where a customer has provided text feedback as part of their survey? We are using the simple built in report Question 1. A scale of 0-4 satisfaction Question 2. Do you have any other comments? If someone enters text into Question 2, I’d like to be able to collate the feedback on a report to be reviewed (ideally with the associated ticket number, and the score they gave to Question 1 (or, the derived sentiment would also be OK). Has anyone achieved this?