You asked for a deep dive into Analytics—and we’re starting right here. Before we schedule a live session with our experts, we’re hosting a thread-based AMA to keep things flexible.
Analytics has been one of the most requested topics, and this format gives you the freedom to ask questions, share use cases, and learn at your own pace.
Based on your feedback and what comes up in this discussion, we’ll line up a live workshop soon.
Drop your questions, share your use cases, or simply follow along. Based on the feedback and questions from this session, we’ll tailor a live deep-dive in the near future.
This is a thread-based Coffee Chat, scheduled for June 4 - June 5 which means:
No live webinar or Zoom links.
Just drop your questions or thoughts on the event thread anytime during the scheduled days (EU & NA Friendly)
Our Product Managers will respond in real time across both days.
This is open for both CX & EX topics
Ask Us Anything:
We’ll kick things off with a few starter questions to guide the discussion—but you can post whatever is on your mind!
Which kind of reports do you find difficult to create?
Do you feel more use case specific documentation or tutorial videos will help? If yes, what use cases do you want us to create documentation or videos for?
Which is the one thing you would like to be fixed in Analytics?
Which user journeys or workflows in Analytics require a support ticket or a call with the support team?
Which is the one feature that you love about Analytics, and why?
Please add your answers by numbering them as A1, A2…
Mark your calendars and you can -
Bookmark this thread so you don’t miss out.
Post your questions early if you can’t join live.
Drop in anytime to follow the discussion or catch up later.
If you’d like to join this thread-based discussion, just drop a comment or like this post! I’ll make sure to send you a calendar invite so you can participate at your convenience during the scheduled dates. Our team of experts will be on standby to respond to your questions!
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I’m not sure if this is not a different analitics topic, but I would like to analyze the behavior of the Workflow Automators I create. Whether they respond to events, how they behave, and why they don't work as expected. How do I view the logs?
A1 Reports about assets/Inventory
A2 More in depth guide or use cases to use custom metrics and attributes and best tips to avoid invalid expression such as invalid format (e.g. using a data and function YEAR returning error of data type eventhough the expression use a date field)
A3 accessing location fields from analytics for assets.
A5 dynamic reports
When will multi dropdown field be available in Analytics?
Some of the OOTB analytic reports seem to calculate the metrics wrong. It would be helpful to have the analytic report show how the metric is calculated...a data dictionary of sorts. Any thought to this?
Analytics has been one of the most requested topics from the community. So we’re kicking things off with a thread-based discussion right here! Based on the insights and conversations that follow, we’re planning to shape a more tailored session for you all.
Tagging a few folks to get the ball rolling - your participation would be super valuable!
The Curated Agent Performance report has a feature that I would like to build in for some of my Team Managers but I cannot see how it is built even after copying it and examining the configuration. The Drop Down Date selection is a key example of this:
Most of my users get confused by the 3-tiered filter system (Report, Page, Widget) then they get no data or wrong data and submit a ticket, and I explain how to fix it. It would be nice if there was an error about conflicting filters.
I have a hard time getting the analytics to match a filter so I can validate the data is accurate. It would be nice if I could create a report based on a ticket view filter.
I wish I could attend - but I’ll be on vacation through the 13th of June.
Heyy @mbutler !!
No Worries ! Have a great vacation !!! If you have any questions or feedback that is top of mind, pls share them here. When you are back, we will have them answered for you.
Hi everyone,
Based on requests from our EU members, we’re running this AMA over two full days, with our experts online to answer your questions. Since they’re based in IST, we may miss a few questions that come in after 10 PM IST, but they’ll get back to you as soon as possible.
Feel free to drop in any questions in advance for our teams to take a look. You can also suggest a topic you'd like us to deep dive into in future.
Downside with the whole system is that no historic data is really saved.
Example: I like to know how many groups tickets has been in and if it has been moved between same group back forth more then 1 time.
It’s to follow up on routine’s, processes and documentation.
A1: Analytics I’m having difficulty generating accurate analytics reports—either the report comes out invalid, or I need to contact support to get the correct data. Do you have a manual or documentation that explains the available options in the metrics report? It would really help us understand how to generate the report correctly.
It would be really helpful if the layout of the drill down on a widget could be defaulted to the same list of useful fields (that we can define).
The default drill down is really useless, and I have to specify the fields that a user might want to drill down on every single widget (in truth, I don’t do this - but tell users to use another way to get the data)
It would be good to be able to calculate the ratio of tickets solved to raised (tickets solved divided by tickets raised *100) shown as a percentage.
I created a custom metric for that, but the calculation is incorrect because it can’t handle the different date dimensions
Please can we have the ability to add a trendline to charts
It would be useful to have company information in Analytics.
EG - I want to show all of our companies, and how many tickets they have/average resolution time etc, but doing this on ticket data means that if a company hasn’t raised any tickets during the date range they don’t appear at all. I would need to see customers that haven’t raised any tickets as this could be a warning sign that they’re not engaging with us.
Some of the OOTB analytic reports seem to calculate the metrics wrong. It would be helpful to have the analytic report show how the metric is calculated...a data dictionary of sorts. Any thought to this?
@shannon.mejia We already have a data dictionary for all metrics and attributes that you can access from the Help Center. See screenshots below. However, we acknowledge that this doesn’t always answer the questions you might have related to metric calculations.
We are working on filling the gaps in the existing data dictionary where such formula, calculations, examples, etc. are missing. Additionally, we are also working on a feature to provide a summary of a chart. This summary, among other things, will tell exactly how the metric value displayed in the chart was arrived at.
Hi, I'm not sure if these are the kind of questions you were expecting, or if it’s more general insight into our challenges, but maybe you can address a few points:
Tracking time of added items in tickets We'd really like to be able to measure when items are added inside a ticket (e.g. when we add a service request within an existing ticket). Currently, this item gets linked to the main ticket, and in Analytics, the report shows only the creation date of the main ticket. We'd like to see when the item was actually added.
Interactive filter limitations Sometimes in Analytics, I want to apply a filter all charts at once. Is it possible to include Custom Fields or Service Requests in the Interactive Filter?
Service request status timestamps We work with custom statuses in our company, what we are missing In analitycs is to get time of specific status in Service requests, so I would like to get timestamp of specific, custom status. Right now I have to go through API connection, because we have only created/closed/resolved in analitycs.
Incomplete data via API I don’t know if it’s question for you, but when I try to connect through API to get ticket activities not all records are stored, I have examples if required.
Scheduled export limitations The scheduled export from Analytics includes custom fields when filtering by a specific service request, which is great. However, I can't export all tickets/service requests for a specific day with those custom fields included. To do that, I need to use the API – and fetching data per ticket (especially custom fields or requested items) is very slow. We handle around 1,500 tickets daily, so keeping track of data efficiently is important to us.
We handle around 1,500 tickets daily, so keeping track of data efficiently is important to us.
Have a nice day and smooth AMA :)
I’m not sure if this is not a different analitics topic, but I would like to analyze the behavior of the Workflow Automators I create. Whether they respond to events, how they behave, and why they don't work as expected. How do I view the logs?
@Karel_Vlček - This feature is more relevant to Freshdesk than Freshworks analytics. I have raised this to the concerned team here on your behalf:
A1: Analytics I’m having difficulty generating accurate analytics reports—either the report comes out invalid, or I need to contact support to get the correct data. Do you have a manual or documentation that explains the available options in the metrics report? It would really help us understand how to generate the report correctly.
Thank you for reaching out @Lisa27 !
To help you generate accurate Analytics reports and better understand the available options for metrics and report creation, I’m sharing some key resources below:
Freshdesk Analytics Help Center A collection of guides and FAQs on using Analytics features within Freshdesk, including building reports, configuring widgets, and common troubleshooting steps: Freshdesk Analytics Help Center
Analytics: Metrics, Filters & Formulas Explained This guide provides detailed explanations of available metrics, supported formulas, and how to use filters efficiently to avoid common errors in reports: Analytics: Metrics, Filters & Formulas Explained
Freshworks Analytics Documentation Covers analytics capabilities across Freshworks products, including metrics, filters, and customization options: Freshworks Analytics Product Guide
You can also explore the Help Center section under Analytics for additional support resources - including video tutorials, detailed support articles, and FAQs. Please refer to the screenshots below for quick guidance.
Please go through these and let us know if you’re still facing any issues. We’re happy to help with specific report examples or clarifications.
Most of my users get confused by the 3-tiered filter system (Report, Page, Widget) then they get no data or wrong data and submit a ticket, and I explain how to fix it. It would be nice if there was an error about conflicting filters.
I have a hard time getting the analytics to match a filter so I can validate the data is accurate. It would be nice if I could create a report based on a ticket view filter.
Thank you @Tabitha for sharing this feedback—it's a valid concern and something our team has already been evaluating closely. We’re actively working on a New UX Revamp for Analytics, with a strong focus on simplifying the 3-tiered filter system (Report, Page, Widget). The goal is to make the experience far more intuitive and user-friendly, reducing confusion and ensuring users can apply filters correctly without running into data discrepancies.
We’re optimistic that the upcoming design will address these pain points. In fact, we’ll soon be rolling out a Maze user testing study, and we’d love to have your participation and feedback on the revamped experience. Your input will be invaluable in shaping the final outcome.
cc: @SW-Scott
A1 Reports about assets/Inventory
A2 More in depth guide or use cases to use custom metrics and attributes and best tips to avoid invalid expression such as invalid format (e.g. using a data and function YEAR returning error of data type eventhough the expression use a date field)
A3 accessing location fields from analytics for assets.
A5 dynamic reports
Thanks for questions, @azulakj!
A1 Reports about assets/Inventory
We have some curated reports like “Overview of Inventory” which offers insights about the assets managed in the inventory. If you want to create a custom report, we have multiple metrics to use from the Assets module for your analysis. Do these help?
Overview of Inventory (curated report)Metrics that can be selected in the Assets module
A2 More in depth guide or use cases to use custom metrics and attributes and best tips to avoid invalid expression such as invalid format (e.g. using a data and function YEAR returning error of data type eventhough the expression use a date field)
Although we have some generic article like Custom Metrics and Custom Attributes, we don’t yet have articles specific use-cases or on how to avoid common errors. This will be a great addition to our articles. I’ll DM you to learn more about the use-cases you wish to see in the article.
A3 accessing location fields from analytics for assets.
This should be possible. Refer attachment.
Applying Location filter for Assets
A5 dynamic reports
Will need more details about this as well. Will DM you with more questions.
When will multi dropdown field be available in Analytics?
@Chris R , thank you for bumping this up. We’re aware of the request and it is under consideration for our future roadmap. In the meantime, we also encourage you to submit this idea on our community forum, as this will help increase its visibility and allow other users to vote on it, which in turn will assist us in prioritizing this request. You can log your idea here. Please be sure to select the ‘Analytics’ tag when submitting your suggestion
The Curated Agent Performance report has a feature that I would like to build in for some of my Team Managers but I cannot see how it is built even after copying it and examining the configuration. The Drop Down Date selection is a key example of this:
@SW-Scott , thanks for your question!
When you open up your report for editing, and click on the widget, you should see selection handles coming around your selection. When this happens the configuration pane should open up to the right to help you deconstruct the widget. Please feel free to drop a DM to discuss more.
Widget selection and configuration
It would be really helpful if the layout of the drill down on a widget could be defaulted to the same list of useful fields (that we can define).
The default drill down is really useless, and I have to specify the fields that a user might want to drill down on every single widget (in truth, I don’t do this - but tell users to use another way to get the data)
Thank you @RobCrossHM for sharing your feedback. We understand the current experience with configuring drill-down fields on each widget can be a bit repetitive.
We’ve noted your suggestion and will evaluate it for future roadmap consideration while discussing internally to identify scalable solutions. We also encourage you to submit this idea on our community forum, as this will help increase its visibility and allow other users to vote on it, which in turn will assist us in prioritizing this request. You can log your idea here. Please be sure to select the ‘Analytics’ tag when submitting your suggestion.
Freshdesk Analytics Help Center
