Analytics

Hi, i am a new user to Freshservices Analytics, but not new to data analysis. i am struggling though to understand how i can run a report to show open/closed tickets per month but showing cumulative values rather than specific to the ones opened in that month. Also, i am not sure if it our personal configuration, but i am struggling to report on Service Requests and Service Changes within the same widget. Can anyone help please :)

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that **SO SORRY for my english, I’m french.***

good day. is there the possibility analog freshdesk the change to the previous day / previous month with a small percentage with red and green to display? i have found no possibility in freshservice so far. thank you for the help.

Hi All Relatively new customer of Freshservice and still haven't gone live with users yet until we get everything setup how we want it. We sync requesters to Freshservice using the AD probe and AD attributes are populated with fields such as company and department. My company has multiple subsidiaries so i want the ability to report on companies and ditto for departments. My (possibly slightly stupid) question is this. Can Freshservice report on this natively? Can I run reports that pull in the requesters department or company from their Freshservice profile? For example: Total number of tickets logged for Company Contoso in March? OR Total number of tickets logged for department Marketing in March? My initial assumption was no, this isn't possible. So I created drop down fields for the Company and Department in field manager and then intended on Agents manually setting this dependant on who the requester is. But this feels like duplication to me as the requester already has these deta

Analytics or Dashboard help - need to be able to generate a list of any ticket a particular agent ever worked on I have a student starting and I need to create a report and/or dashboard widget that will list every ticket they have touched in a particular time period in order for me to do QA on their work. Anyone have something like this? TIA Bryn @ CYDEF

I have several metrics in Analytics that are intended to show data as a percentage. For example, this metric is showing the percentage of tickets within a given date range grouped by their Source property. Every ticket should have a Source property, so this chart should be hitting 100%, yet it never does. How can I fix this?

Hi All, would like to ask if anyone has an idea on why these items appear on my widget upon grouping Category > Sub-Category in analytics? Would like to display the items with value only (not zero). Hope anyone can help. Thank you! Summary Table Widget

Hi everyone, seeking for help. Would like to ask regarding the error I encountered in Analytics. I’m trying to display the First Response Violated in this widget, would like to know why these 2 items reflect and appears “0s” Thank you in advance!

Hello, I am looking for a way to report off of the Employee Onboarding custom fields. I see the functionality is available for Service Request items but I can’t seem to find anything on Employee Onboarding. Seems like being able to report on it should be a feature. Thank you!

Hello, I am trying to create a report off a Service Item and can’t seem to get drop down fields that pull from data sources in the report. Is this feature not supported?

Hello, all I work at QESCO, it is a power distribution company managed by our group, I want to know how I can add description to the custom report. I don’t find an option to add the ticket in the field.

We can not keep on educating all our customers….. A customer may open an old email send to Service Desk and click reply all and change the subject and contents for a new request, but due to this unique message id checking functionality, the new request is getting threaded to old ticket and many critical customer issues are getting missed. Please do have a Check at ticket creation time to see the subject first and then unique message Id. HUMBLE REQUEST as we lost many customers already!

The team are getting to grips with linking assets together with appropriate relationships and the relation ship maps are good but I’ve been asked by a manager if it’s possible to extract reports based upon the relationships which link various assets. I’ve looked in analytics and can’t see how this can be done but I’m fairly new to Anlytics so I could well be missing something obvious. We have public IP address ranges associated with Firewalls and these firewalls in turn associated with particular sites (using relationships between them) and I was asked if it was possible to pull a report out of analytics that could highlight gaps - ie Public IP address ranges that are not related to any firewalls etc. All help/ suggestions gratefully received

Hi everyone! May I ask, how to create Scatterplot Diagram in Analytics? Any advice? Thank you

Hi everyone! Is it possible to create a scatter plot in freshservice analytics which will show number of concerns resolved within a certain days (resolved within 1 day, 2days, 3 days …….)

I am looking to report on Assets, and one of the fields that need to be included in the report is the Warranty Expiry Date. I am not able to select this field to display in a Report or from within the Analytics module. I have also used the API documentation to retrieve a list of Assets, and even while using the setting to display all fields, the Warranty Expiry Date is not retuned. The only way I’ve been able to get that field is to go to the asset listing and export from there. That is very un-ideal, as this report does not download istantly. It sends me an email after a few minutes with a link to the data (not even attached as an Excel file). Is there somewhere else I can get this info to report on?

I’m raising this here because I’m not getting much progress with Freshervice Support. I had a scheduled report, ran once a day which emailed me an excel spreadsheet of all assets of a certain type. I then used this to update a powerBi report. Note: I don’t use the analytics API as I need to use custom fields which are not exposed on the API yet. Anyway, this was running perfectly and produced an attachment in .xlsx format. Since the run on the 28th July these attachments have been .xls format and won’t open (giving an invalid file format error). The scheduled report hasn’t changed.I’ve amended the schedule to include my personal email address as well as my organisation one to rule out any corporate format or security issues and I get the same results on both. Has anyone else had this or a similar issue?

Hello Everyone, Since many executives rely on information in weekly, monthly, and annual reports to make critical business decisions, there is simply no time to waste. What if your analytics module could quickly gather insights about your service desk metrics? Fresh service, which uses Natural Language Processing algorithms to generate widgets by simply posing a question. For example, you can simply ask, “What is the average resolution time of tickets by agents?”. Function will process your questions by applying the right criteria and will return the results in no time. What is the process to do so? Please guide

I’m helping our team improve our Freshdesk system to take advantage of it’s features, but there are a lot of extremely outdated, inactive and entirely irrelevant tickets still opened. Is there a way to close these out or archive them without affecting reports? They’ve done a better job managing more recent tickets, and we don’t want our current metrics to be affected, but need to clear these out.

Hi, i tried for a long time now, but i wasn't able to create a list of requested items in a certain period of time (from the service catalog) with the following fields: Req. Item name, Department, and very important: the time sheet associated (time spent) Somebody with the same need here ? Stefan

Hi, Is there a glossary for tickets (like for analytics widget : https://support.freshservice.com/support/solutions/articles/50000001029-analytics-widgets-glossary ) ? Is there a manual for best practices for tickets ? Thanks

Is there any way within analytics to create a Bar Graph but incorporate a line , so we can show tickets grouped by resolution time and category , with a line Highlighting the resolution time SLA?

Has anyone added widgets or analytics to the customer support page? If so, how did you do it. I would like to display the widget that shows Open Tickets by Priority.

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