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 details associated to them.
Grateful for any thoughts!