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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?
Hi Freshdesk Community,I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this?Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated!Thanks in advance for your help!
Hiya,I need some help around Dashboards, please. I want to create a new dashboard where the widget can point to a report/reports I have created. I have the following reports that I want to use on the dashboardReport that shows tickets that have not been responded to where 1 hour has passed Report that shows all current outstanding tickets (with specific filters around status) Report that shows all tickets over 30 days oldWhen I create the dashboard and add a widget, all I get are the inbuilt choices, nothing seems to point to using a report as the data, or to have the same analytic choices/filters to display the above report info.Can anyone kindly point me the right way on how to achieve this, please?Thanks
I need to be able to report on activities created by Agents. Filters should be by Agent, Date and clientHeader level is fine but i need to be able then drill into the ticket id to view the content Is this possible or can it be added as an enhancement request please
The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them. Similar for asset analytics... I cannot show the PO associated with the asset. We need to report on this on many objects related at once and not have to drill into each asset to see the related PO. In other words we need to see all assets associated with a PO in one pane of glass.
HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.
Alguem sabe se é possivel, no freshdesk, criar um relatorio que exiba a média de um valor cadastrado em um campo dos tickets ? Ou se a plataforma tem alguma alternativa pra isso ?
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”?
I’ve created a number of custom reports in Freshdesk Analytics with Filter widgets included, for example filtering by agent, status, or ticket type. I would like to be able to download the data with those filters applied, as the data appears in the UI. The current export is providing me with all data for the report as though filters were not being applied. Is downloading filtered data an option in Freshdesk?
I am creating an Analytics Report to capture Tickets Open for the Prior Month. Meaning, as of the last day of the month, how many tickets were open. We want to capture this information for trending purposes.As recommended by FD support, I am using the “Unresolved Tickets” Metric. The resulting count and CSV include duplicate tickets. So the counts and csv file are not accurate for the actual tickets that were Open for the prior month.How do I get a reliable list of tickets that were Open as of the last day of the month?
Hi folks, I’m Navin, a technical writer here at Freshworks. I’d love for you to join our upcoming Analytics Coffee Chat on September 17th—19th. This chat is focused on helping you make the most of the Analytics module in CX (Freshdesk, Freshchat, Omnichannel, and Customer Service Suite). It is an opportunity to discuss and learn more about using analytics to improve your customer experience strategy. We’d love to hear from you, so please drop your queries, and our experts will respond within the days mentioned above. Topics include navigating the Analytics interface, creating curated and custom reports, using widgets and filters, adding custom metrics and attributes, and exporting and scheduling reports. If you're new to analytics or looking to dive deeper, please get the answers you need at your convenience. Here are some questions to trigger your thoughts:How can we analyze ticket response and resolution times to pinpoint and resolve bottlenecks in our support workflow? What approach
There can only be one creator of the ticket, either bythe system (email, portal etc) or an Agent (eg. Phone).Why when reports are run the the ‘manually created’ tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).The ‘Assigned Agent’ at the time is the one credited with the creation.We are running analytics to assist in KPI’s / commissions for Agents.It is proven in ticket activities when an Agent creates a ticket manually (phone) it shows it shows them as ‘Ticket creator’.BUTWhen the report is run, the ‘Agent Created’ is the ‘Assigned Agent’ at the time of the report.Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.
Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!
Hi I need these dataSLA adherence(On Time Index), and ageing of unresolved tickets where i will get this and i want to represent in chart
