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Analytics, Reports & Dashboards

Using Freshdesk

  • 191 Posts
  • 506 Replies
191 Posts
andersreve
Skilled Expert
andersreveSkilled Expert
asked in Analytics, Reports & Dashboards
Understanding if the tickets is from a customer or partner

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

4510
andersreve
Skilled Expert
andersreve
Skilled Expert
andersreveSkilled Expert
asked in Analytics, Reports & Dashboards
Understanding if the tickets is from a customer or partner

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

51
Amrit Mishra
Community Manager
G
Contributor
guardiolaContributor
asked in Analytics, Reports & Dashboards
Percentage or total number of tickets escalated

How can I display or measure the total number of tickets escalated during a chosen period? I don't want to see the current number of tickets with status "Escalated", but how many tickets received the status "Escalated" at least once during the chosen period.

91
Amrit Mishra
Community Manager
PaulSnellingBiz
Apprentice
PaulSnellingBizApprentice
asked in Analytics, Reports & Dashboards
Lower First Response Time?

Hello, I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?Also to go with this the lowest notification/approach timer that can be set is 30minutes. Would there be any scope to amend these to a custom timer.

985
NYT
Community Debut
G
Apprentice
gregory.muirApprentice
asked in Analytics, Reports & Dashboards
Reporting on dependent fields in tickets

So I’ve yet to see a good answer for this. Let’s say I create a dependent field inside one of my tickets. I have level 1, 2 and 3. And let’s say for the sake of the argument that’s the common name I give those fields, what shows up in Analytics. So, I dump my tickets. I think I can group by the first two and get a result like from a pivot table. But the support desk says that’s not how the group by works and I can confirm that because the results I get are utterly crazy and does not represent what’s in the data. The workaround I was given was to make a new widget for each option in level 1. So if there’s options 1 to 3, I need widgets labeled option 1, 2 and 3. I can then pull tickets in there and have them group by level 2. How to report on level 3? Don’t bother. You would have to go even further down the rabbit hole with more widgets to make that happen. This really seems like a terrible answer and that there should be a better solution for reporting on dependent fields. But every ti

3215
Denisense
Community Debut
Sai Swasthika
Community Manager
Sai SwasthikaCommunity Manager
posted in Analytics, Reports & Dashboards
New on Freshworks University: Freshdesk Analytics

Hello All! We’ve just launched a brand-new course on Freshworks University and it’s all about turning your support data into actionable insights.With the Freshdesk Analytics course, you'll learn how to:✅ Confidently navigate the Analytics module✅ Decode key metrics and attributes that impact performance✅ Use curated reports to track trends and measure success✅ Automate report sharing with quick scheduling and exportsIf you’re in a support, admin, or ops role, this course is designed to help you make faster, smarter decisions using clear, actionable insights.Feel free to reach out to me with feedback on any of our courses or if you’d like to co-create content together!For questions about the new Analytics course, reach out to ​@Navin Denzil Head over to Freshworks University and give it a go! Freshdesk Analytics: From Insights to Success    

750
Sai Swasthika
Community Manager
A
Apprentice
amit.eApprentice
asked in Analytics, Reports & Dashboards
Number Of Unresolved Tickets By Hour Of The Day

Hey Community,I am try to use analytics in order to build a dashboard that would show me the number of unresolved tickets by the hour of the day (as it would help me to track the workload during the day).Also, I wish to be able to see this dashboard for each date that I would like to put as a filter on my dashboard (today, yesterday, 2 days ago etc.)Does anyone has an idea how to make such kind of dashboard?Thanks!

823
Amrit Mishra
Community Manager
BarryS
Apprentice
BarrySApprentice
asked in Analytics, Reports & Dashboards
Filter our Resolved/Closed Urgent and High Priority tickets from showing in dashboard widget count

Hi All,New user here.  I am setting up our dashboard and I’d like to be able to display Urgent and High Priority ticket numbers, but when I set this widget up, it showed me a count of 5.  I knew we didn’t have any open tickets that were urgent or high priority, but realised it was showing all of them, which included the 5 closed ones.I can’t seem to find a way to filter the widget to only show those tickets that are not closed or resolved.Any help is much appreciated.

22410
thecasehq
Community Debut
JoceLeco
Top Contributor
JoceLecoTop Contributor
asked in Analytics, Reports & Dashboards
Unresolved tickets older than 30 days

Hi everyone!Hi everyone, I’m quite new to Analytics and still learning what it can and can’t do.I hope I’m using the right terminology here. 🙂I’ve created a widget that shows the total number of unresolved tickets currently assigned to my team.What I’d like to do now is refine it to only display tickets that are older than a certain number of days—say, 30 days as an example. Is this possible?Apologies if this has been asked before—I haven’t come across anything more recent than a year old in the forum.Thanks,Mike 

632
JoceLeco
Top Contributor
arwaaboulella
Apprentice
arwaaboulellaApprentice
asked in Analytics, Reports & Dashboards
Is there any Freshchat Report that logs an agent being unassigned from a conversation?

I only see things that log assignments, and not unassignments 

111
Kamakshi V
Community Manager
HarrietCME
Apprentice
HarrietCMEApprentice
asked in Analytics, Reports & Dashboards
Time to respond - how to make sure automatisation doesn't false the figures

Hello, I'm struggling to accurately track our response time due to automations that distort the figures.For example, when a ticket gets an automatic reply, it's marked as "resolved" and then auto-closes after 48 hours. But if the customer replies to that automated message 4 days later, and our support agent responds within 10 minutes, the reported response time includes the delay between the customer’s initial message and our first human reply – even though the customer did get a quick (automated) response initially.Has anyone found a way to measure only the time it takes for a human agent to respond to the most recent customer message?Creating a child ticket after the second customer message triggers another automated response, which we don’t want. Thanks for your help!

171
Kamakshi V
Community Manager
I
Apprentice
Imagine360Apprentice
asked in Analytics, Reports & Dashboards
Reporting for Internal Groups/Collaborators

We have Agents assigned the ticket as primary ticket holder. We then add a collaborator to the ticket via the internal groups field and select the individual. Is there a way to report on the collaborators work?We have some instances where the collaborators part is complete but the ticket needs to remain open for the Agent to finalize things. This causes discrepancies between the collaborators work and reporting.Example: Report on “closed” for the Internal Group/Collaborator and have a separate report for closed for Agent.

901
madhusingh0906
Community Manager
sakhlaghi
Apprentice
sakhlaghiApprentice
asked in Analytics, Reports & Dashboards
Limiting metric results

I’ve created a report in Freshdesk to show customers with the most unresolved tickets.  It works, but I get too many results to be readable.  Is there a way to limit the amount of results, something “list only top 10”?

3193
T
Community Debut
Haru
Apprentice
HaruApprentice
asked in Analytics, Reports & Dashboards
Freshdesk doesn't load

We have a team in Philippines and some of them have been experiencing Freshdesk stops loading for quite some time. 2 agents who experience this issue often are located in Davao Region, Mindanao. Our head office is located in Australia and our call centre is in overseas, but the rest of us barely never have this issue. Is there a known issue in the country or region? This has been disturbing our operation and I need a solution asap. Thank you! 

381
Amrit Mishra
Community Manager
N
Apprentice
ndeeApprentice
asked in Analytics, Reports & Dashboards
Custom Dashboard widgets

Currently I found only three widgets to add to my custom dashboard. Are I am missing something or is this all?  What about:- Custom Objects?- Recent Tickets?- Available Agents?This is very sparse and does not add any value

1003
Amrit Mishra
Community Manager
S
Apprentice
snewmanApprentice
asked in Analytics, Reports & Dashboards
Analytics report to highlight tickets that have no timesheet entries

We are trying to be more consistent with making sure our team members are booking time to the tickets they work on.I would like to build an Analytics report (or a Freshdesk view - that would be fine too) that shows all resolved tickets that do not have any timesheet entries against them.I’ve had a good look through all of the example reports and tried to build one myself, but haven’t had any joy.Is anyone able to point me in the right direction for this? Has anyone done a report or view similar to this?

986
Yusuf Ahmed
Community Manager
H
Top Contributor
HenrikSTop Contributor
asked in Analytics, Reports & Dashboards
Resolution time

There are two built-in metrics you can use in Analytics that sound almost the same, but when applied give different results:Resolution time in calendar hoursResolved tickets lifetime in Calendar hoursWhat exactly is the difference? 

1456
mahendarsingh
Community Manager
juul0s
Skilled Expert
juul0sSkilled Expert
asked in Analytics, Reports & Dashboards
Analitycs: calculations sum for ticket fields

Hello,do you have some solutions to make some calculations in analitycs? For example, we have information about amount of improving files, we would like to show how many files were improved, but not the created tickets - according to the number in custom fields of the ticket. 

595
eeha0120
Skilled Expert
W
Apprentice
willtaylorApprentice
asked in Analytics, Reports & Dashboards
Analytics to calculate sum total of numeric values in ticket fields

HiWhere a ticket field holds a numeric value, preferably in this case currency, is it possible to use analytics to calculate the total value of all tickets that match specific criteria.Eg:Ticket No. Resolution Due By Category 1 Category 2 Value (£) 1 yyyy-mm-dd hh:mm:ss Invoiced Received £1.00 2 yyyy-mm-dd hh:mm:ss Returned Paid £2.00 3 yyyy-mm-dd hh:mm:ss Returned Unpaid £3.00 4 yyyy-mm-dd hh:mm:ss Invoiced Received £4.00  Using the table above as an example, I would like Analytics to use the following criteria to return the total value in column 4.Metric Criteria:Tickets - TotalFilter Criteria:Time Period - SINCE - 2020-12-01 12:00:00 AM Category 1 - INCLUDES - “Invoiced” Category 2 - INCLUDES - “Received” “Paid”Analytics would then return a total value of : £7[The total of rows 1, 2, and 4]Is this currently possible, as I have tested various field types and have, so far, been unsuccessful ? Where a CRM system helps manage the lifecycle of

3262
juul0s
Skilled Expert
DennisGlobal
Contributor
DennisGlobalContributor
asked in Analytics, Reports & Dashboards
Freshdesk-Contact’s last activity

How do i check the Contacts useage. due to GDPR guidance?For example, Client 1 has a account, but hasn't used it for 1 year.Is there a way to export a list of these accounts that meet a certain threshold? and if yes, is here a way to do this automated?

151
RobCrossHM
Skilled Expert
jenodoe
Apprentice
jenodoeApprentice
asked in Analytics, Reports & Dashboards
Extract words after delimiter in custom attributes

Hi all, for our groups, for example we have sales/purchase orders and general/system updates. Is there a way for us to extract the words purchase orders and system updates only (after delimiter /) in the custom attributes formula?Trim doesnt work as the length of character before / can be different. Seems like it is lacking in a FIND function.

91
Amrit Mishra
Community Manager
V
Contributor
vrc.WilliamContributor
posted in Analytics, Reports & Dashboards
No Way to Correct Customer's Accidental Negative Surveys

Hey All, I wanted to check in here because my team and I have been dealing with this issue for a long time. Whenever we receive a negative survey, I always follow up with the customer to see if there was anything more we could have done. In almost every case, the negative survey was submitted by mistake, but there’s no way to reverse or cancel it without deleting the ticket—which we don’t want to do, as we’d lose valuable ticket history and summary information. One workaround I found is to reopen the ticket after confirming the survey was a mistake, send the customer an email letting them know I’m "resetting" it, and then mark it as resolved again. This triggers a new survey. However, instead of replacing the original response, it just adds another survey to the results. This creates issues with our metrics and analytics. Right now, the only way to address it in company meetings is by showing screenshots of the customer’s response confirming the mistake. I’m wondering if anyone has fou

1235
V
Contributor
H
Top Contributor
HenrikSTop Contributor
asked in Analytics, Reports & Dashboards
Business hours impact on average resolution time

If our company has support groups in different time zones with different defined business hours and I run a report for average ticket resolution time in business hours, how is the calculation done with respect to these groups? If they work on the same tickets will it be based on the group affiliation of the person resolving/ closing the ticket, or?

280
H
Top Contributor
david.carvajal
Apprentice
david.carvajalApprentice
asked in Analytics, Reports & Dashboards
Dashboard invisible tickets

Hello all, In our company, dashboards are a widely used functionality among the different departments. It is a key element in the day-to-day work of the agents.On several occasions we have encountered a bug in which ghost tickets appear, i.e. the dashboard shows us that X person has a ticket.  But when we click to go the list with the ticket, no ticket is there:  As I have said, this bug happened tu us repeatedly, and 2-3 days latter is back to normality. Has this happened to anyone else? And do you know if there is a way to fix it? Thank you in advance and best regards,David Carvajal

372
mahendarsingh
Community Manager
Israel
Top Contributor
IsraelTop Contributor
asked in Analytics, Reports & Dashboards
Dashboard numbers colors

Dashboard numbers colorsWe need the color GREEN for dashboard numbers. As simple as it sounds, my team works better with numbers and I have noticed they hate not being able to get their yellows to Green. They see Red, and they work hard to get them to yellow, but that’s it.

794
Israel
Top Contributor

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