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Analytics, Reports & Dashboards

Analytics, Reports & Dashboards

Using Freshdesk

176 Topics
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176 Topics

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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”?

paula.kirbyContributor

asked in Analytics, Reports & Dashboards

Analytics report on Agent activity

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

Michael_IvisApprentice

asked in Analytics, Reports & Dashboards

Exibir média de um campo no relatorio

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 ?

RioApprentice

asked in Analytics, Reports & Dashboards

Exporting Filtered Data

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?

chrisgoffCommunity Debut

asked in Analytics, Reports & Dashboards

Prior Month Tickets

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?

Navin DenzilCommunity Manager

published in Analytics, Reports & Dashboards

Brew and Analyze : CX Analytics Coffee Chat

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

brownaeSkilled Expert

asked in Analytics, Reports & Dashboards

Report on Time Spent in Status

Hi all- hoping someone can help me set up a report that I want to schedule out to my agents. Can I configure a report to return all tickets that have been in a certain status (or any of 3 statuses) for a certain period of time? For instance, I want to schedule a report to email the assigned agent a list of tickets that have been “waiting on customer” for 5 or more days at the time the report runs. I know I could set up a notification using time triggers, but I feel like the individual emails are more likely to be overlooked and would like to provide a more concise list once a week or so. I appreciate any help!

HendoApprentice

asked in Analytics, Reports & Dashboards

Why isn't the Ticket Creator accredited with 'Ticket Created'

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.

skiranApprentice

asked in Analytics, Reports & Dashboards

SLA adherence (On Time Index)

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

stanislaw86Community Debut

asked in Analytics, Reports & Dashboards

Number of group changes - how to track?

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!

damsApprentice

asked in Analytics, Reports & Dashboards

Report Filter Fail

Hello,The filters of the report we have been using for a long time via Freshdesk are broken. When we create a new report with filters, we cannot get any data. While we could receive data normally until November 29, 2023, unfortunately we cannot receive data now. Our report is registered on the mathematical analysis page. We have not made any changes recently. Report link: https://yssatis.freshdesk.com/a/analytics/reports/NzU1OTc0/page/1I request your support.

FreddyWApprentice

asked in Analytics, Reports & Dashboards

Show ticketid in Analytics

Is it possible to show TicketID in an Analytics page / report? I am sending Analytic reports to our customer en the customer wants to see the ticketid's in their report.How do i create an overview or table containing all the tickets of last month? Thank you.

Renata98Apprentice

asked in Analytics, Reports & Dashboards

Freshworks is a dynamic software company offering intuitive and user-friendly customer engagement tools. Their solutions streamline customer support, sales, and marketing processes, making it easier for businesses to deliver exceptional service and enhance customer satisfaction.Fm whatsapp

RobCrossHMSkilled Expert

asked in Analytics, Reports & Dashboards

FreshDesk Analytics - Start of Week vs Now

Anyone know if it’s possible to show on analytics the number of tickets at the start of the week vs now.For instance.On Monday we had 50 tickets open and Today we have 40 I’d like to see on the report that the reduction this week is 10Widget 1 - Count of open tickets on MondayWidget 2 - Count of open tickets nowWidget 3 - Difference between Monday and Now.

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.

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!

IsraelContributor

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.

markdavisContributor

asked in Analytics, Reports & Dashboards

Merge Asset & Ticket Report/Dashboard

Hey All,Is it possible to have a report/dashboard that shows both Assets & Tickets? I would like to create a dashboard that shows all open tickets in relation to hardware requests and all ‘In Stock’ assets.Regards,Mark

markdavisContributor

asked in Analytics, Reports & Dashboards

Asset Data Range Dimension

Hey, Does anyone know how to make a report on Assets Warranty to capture all assets warranty expired to date? FreshService forces you to add a ‘Date Range Dimension’ which means you can only show the assets out of warranty within that date range (which is so stupid)… I would like to capture all active assets with warranty expired to date. Regards,Mark

ian_kContributor

asked in Analytics, Reports & Dashboards

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.

FreddyWApprentice

asked in Analytics, Reports & Dashboards

Analytics: sort or group by #ticket id

In Freshdesk Analytics i want in the chart configuration sort by ticketID.What are buckets and how do i use them?Thank you for your anwser.

julia.aSkilled Expert

asked in Analytics, Reports & Dashboards

Limit for ticket data exports or exports per module?

Is there a limit in how many data exports you can schedule for the same module?I’m referring to the data exports under Analytics > Settings > Data exportI have already scheduled 5 ticket data exports there but if I wanna add another one it doesn’t let me select the module “Tickets”, it’s just not an option in this dropdown menu anymore:

AdzContributor

asked in Analytics, Reports & Dashboards

Filtering Report based on Business Hours

Hi, I’m trying to create a report to show tickets created across our business hours, but it does not allow me to specify business hours or remove the hours that are not applicable, so instead of the report showing 7am - 5pm, it shows every hour of the day, despite no activity. Is there a way around this, as it doesn’t seem logical for this not to be possible?

EmarkeyApprentice

asked in Analytics, Reports & Dashboards

Widgets for least number of tickets by company name

I’m trying to add a widget to a dashboard/analytics showing the least number of tickets created in a specific period by company. This is to identify customers that have gone “dark” which may be an indication of dissatisfaction.

MattFrancisContributor

asked in Analytics, Reports & Dashboards

Dashboard Barchart, only top 5?

We’ve just created a team dashboard and noticed that when we create a barchart showing tickets assigned to agent, its only showing 5 agents. However some of our teams have more than 5 people so they are not showing in the barchart. Please tell me this is something that can be formatted/changed and not the default behaviour?

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