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I work for a College that has a fleet of Macbooks we give to our high school students. As an all boys school, we have a significant number of repairs every quarter, and we are trying to run reports that look at both repairs being done and loan laptops we have given to the boys.

One of my reports is on loan laptops. Management likes to see a list of students in a tabular format, with some pie graphs at the top showing breakdown of individual year groups.

The analytics module is excellent and works very well, but they want this report in PDF format. Unfortunately, this doesn’t appear to be possible currently as the analytics module only shows a single page when you email the report as a PDF.

Is there any way that we can show all the data (with the graphs) in a tabular format? We were able to do this in the old reports module, but we seem to have lost this functionality with the new analytics module.

Hello @Chris Sherlock I was part of a deep dive into Analytics with the Freshworks team and we brought this issue up to them. More detailed capabilities with emailing reports out of Analytics is something they are working on and hopefully will be available soon! Take care.

Hi Zach, does Fresh have any plans on fixing analytics? I just got a note that Fresh are removing reports in December. 

I think it worthwhile saying: this is the only ITSM tool that cannot allow for producing relevant reports to management. It’s possibly the most extraordinary oversight of any tool I’ve ever seen. 

Hi @Chris Sherlock as you’ve observed there is no way to send both the charts and the complete table in a single PDF.  So I had thought I was onto something (lol) by exporting the table data as a PDF of its own but  it turns out there’s a hard cap of 100 rows regardless of how many rows are in the extract.

 

The CSV of tabular data does not have the row cap limit but it’s not a PDF although I suppose you could export from Excel to PDF.  Pretty manual process, tho!

The CSV of tabular data does not have the row cap limit but it’s not a PDF although I suppose you could export from Excel to PDF.  Pretty manual process, tho!

I know! There is an export data feature in analytics, but it doesn’t replace the old reporting module where it allowed for multi-page reports. 

It appears that whoever decided that the analytics module was a replacement for reporting didn’t realise that reports go over multiple pages, whereas a dashboard literally is something you show on one screen… completely different things. 

I think it worthwhile noting that Fresh has known about this issue for at least 6 months. 

What do other people who need to send reports about Service Desk metrics to their management teams do in this situation? Surely we don’t need to export the data to a CSV...

Agreed - it is a big loss to the FS functionality and lists are a normal part of reporting for pretty much all businesses.

If this isn’t an IDEA already perhaps you could make it one and I’d be delighted to upvote it.

I wonder how this is considered solved? We had the ability to do this several years ago, but Fresh couldn’t fix the reporting module to work properly. 

Frank, I appreciate your suggestion, but I’m not going to go to all that effort just to get a basic report from an ITSM system. Fresh is deficient and the only ITSM tool on the market that is unable to provide adequate reporting. 

Zac says that Fresh were looking into this, two years later they haven’t done squat. 

Agreed - it is a big loss to the FS functionality and lists are a normal part of reporting for pretty much all businesses.

If this isn’t an IDEA already perhaps you could make it one and I’d be delighted to upvote it.

Yeah, this idea got closed for some reason. Fresh just aren’t interested in reporting it seems. 

Hey @Chris Sherlock - thanks for flagging it! Looks like someone marked the wrong bit as ‘Best Answer’. I’m tagging one of our product manager to see if they can share any updates with you : @Amrit Mishra - can you help out here?

@Chris Sherlock You are right, the export option at the report level does have some limitations. As an alternative, have you tried downloading/exporting the specific widget/chart to see if that works for you? The widget level download should provide you with the entire range of pages/records that you are looking for. Also, please share some screenshots from the application where you are trying out these options and what issues you are facing.

@Chris Sherlock I have to admit that I am disappointed that there hasn’t been more done with the ability to get the reports in front of the right people, who don’t happen to live in freshservice. Any “Ideas” that you have I would recommend sending them over here so that we can upvote them and get them in front of the product teams. Good luck!

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