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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!

The Metric is called “Received Tickets”, and then you can add filters from there.
 

Received Tickets

The total number of tickets received in the filtered time range. This includes tickets created via all sources, including tickets created via APIs.

Available in:

Metric

Note: When two tickets are merged, the secondary ticket will not be counted here.

@JohnPainter Please see if the video tutorials in the Help Center help. The ‘How to create a report’  video shows how you can use a predefined ticket related chart without having to create a new report from ground up. There are various such templates that use seeded metrics that might be closer to your requirements.

 

 

Hello! Good day. Thanks for reaching out to us on the community.

 

Regarding your query, you can leverage the “Received Tickets” metric to suit your use-case. The "Received Tickets" metric in Freshservice Analytics represents the total number of tickets received within a specified time range. This includes tickets created through all channels, such as email, portal, phone, and API. This metric helps track how many tickets have entered the service desk during the selected time frame, providing insights into ticket inflow.

You can use filters and group-by options in Analytics to segment and analyze this metric further, such as grouping by the created date, source, or ticket status, to get a detailed breakdown. I hope this helps!

 

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