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Understanding the bot game

(Wed, 18 Oct, 9:30)

Community
Using Freshdesk
Analytics, Reports & Dashboards

Analytics, Reports & Dashboards

Using Freshdesk

109 Topics
196 Replies

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109 Topics

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phongshaderContributor

asked in Analytics, Reports & Dashboards

export tickets with a string in the body of the ticket

I’m trying to find all closed/resolved tickets in the date range 11/1/22 to 9/14/23 and a specific string in the description of the ticket, such as prodUI. I know that I can’t export searches to a csv is there another way to accomplish this?

6 days ago

RudiApprentice

asked in Analytics, Reports & Dashboards

Unable to export or create reports on serched tickets

Freshdesk does not allow you to create a report or to export a list of tickets where a certain search criteria is found in. This is a major shortfall in your product. please consider implementing this

8 days ago

e.c.kaneContributor

asked in Analytics, Reports & Dashboards

CSAT reporting

Hi, Wondering if someone can help. I’m trying to report MoM CSAT in a graph displaying overall % for the month. Example: This is wrong, though, as what Freshdesk is doing is diplaying the % of the total for positive over the 90 day/3 month period. Is there a way to natively display the data to show the CSAT result for the month in the way e.g. 90% Positive and 10% Negative? Thanks, Emma

10 days ago

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

11 days ago

mfothersApprentice

asked in Analytics, Reports & Dashboards

Why Does Tickets Within SLA + Violated SLA =/= Total Tickets

What am i doing wrong on this report, shouldn’t all tickets be either within or in Violation of SLA?Why isn’t the combined the same number as Total?

16 days ago

MartinvGApprentice

asked in Analytics, Reports & Dashboards

Listed dates in table can't be changed to descending

Hi there,I can't seem to get this working like I think it should and feels like a basic oversight or I'm simply doing it wrong.I have created a table in analytics where I want to see the dates in a descending order but it appears that it's always ascending by default and cannot be changed. Not being able to adjust this is annoying enough by itself but it is doubly so considering that exports (pdf) do not contain the entire table list but just the “visible” part on the analytics report, as shown in the screenshot below. The dates from June till start of September are simply missing in this example.So I’m stuck with exports that not only miss data but will never show the most recent data.Is this an oversight on my side or actually some that's “working as intended”? If the latter, I’d suggest putting this on the to-do list for future changes.

16 days ago

simmondsjonContributor

asked in Analytics, Reports & Dashboards

Show chart as tabular

Hi,I want to show a set of information in tabular format. When I create a chart there’s no option to choose Tabular. I can only select things like summary chart or bar chart etc. In some of the demo reports there are reports in there with Tabular style.How do I display data as a chart like excel on the page and pick and choose columns to add to it?

17 days ago

jdarochaApprentice

asked in Analytics, Reports & Dashboards

Curated Report Links to Legacy Reports

Hello!The curated report named Tickets - Satisfaction Survey shows satisfaction score in the top left area. When you click the "View responses" link (see Screenshot 1) to be able to review either all surveys or sorted by an agent, it takes you to the Legacy Reports (see Screenshot 2). Is this intentional? What will happen when the legacy reports are discontinued in October?Screenshot 1Screenshot 2Thanks in advance.

22 days ago

cbaeApprentice

posted in Analytics, Reports & Dashboards

Feature Request: I want to export tasks with the ticket export

I’d like to export task names, status, completed date, and any other associated metadata as well, using the Ticket Export function in FreshService. Expected behavior: Tickets → Export → Check a box for “Tasks” to include on the report. Current behavior: Tickets → Export → There’s no visible feature to include Tasks on the report. For a use case, I’d think of compliance. You normally need to send auditors reports. With Fresh currently, I’d have to submit screenshots of the ticket if I wanted to leverage the tasks feature for compliance. Support told me this was already an internal feature request and was advised to create an account and submit a post here. Thanks!

23 days ago

Thomas HApprentice

posted in Analytics, Reports & Dashboards

Unresolved Tickets metric only showing 50 datapoints

Hey Community,do you also experience some weird behavior of the “Unresolved Tickets” metric?So this metric is a historic metric and shows number of unresolved tickets per day, week, month (depending on how you group by).So when I want to have it grouped by day, I only get 50 datapoints (last 50 days).The “Resolved Tickets” metric instead shows me the complete time filter: So you may think, there is no data before July 11th, but when I filter for example for Date Range Dimension = May 1st to July 1st, I get the last 50 days before July 1st.And if I change to getting data from the last 2 yeary and group by week, I get the last 50 weeks. So always 50 datapoints - Do you experience the same?I’ve already made a ticket with FD Support, but they are just guessing around. Hope to find help here!Best,Thomas

25 days ago

DanielSKApprentice

asked in Analytics, Reports & Dashboards

melquidApprentice

asked in Analytics, Reports & Dashboards

How to have historical revenues

Hello!Need to ask how to get the historical revenues?We need to see the historical data (sales, revenue, etc) of each of our accounts.

1 month ago

jgarcia13456Apprentice

asked in Analytics, Reports & Dashboards

Error creating ticket with attachments PHP

Good morning, i'm trying to create a ticket calling the api v2 (php with attachments)But it return all time error 500 without any explanation, the request id is:X-Request-Id: 647b2819-0e25-41c1-affd-e76380b93b2dRest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {"code":"internal_error","message":"We're sorry, but something went wrong."}Can you give any feedback?

1 month ago

dtorres265Apprentice

asked in Analytics, Reports & Dashboards

fresh chat and freshdesk reporting

I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.I don’t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation. No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk. thanks.

1 month ago

bilel hamadiContributor

asked in Analytics, Reports & Dashboards

Report on the Forum section

Hi, Is there any way to create reports/Dashboards for the forum section?Basically I want to see the number of interactions, visits, users ect. Thanks, Bilel

3 months ago

JarrodTop Contributor

asked in Analytics, Reports & Dashboards

How do you track time spent in tickets?

Something that really surprised me is Freshdesks inherent lack of time tracking functionality. All of it seems to be baked into Time Sheets which appears to be quite out-dated and even broken. The Time Sheets, for example, only export partial data. The widgets in the Analytics tool are curated-only, and although you can customize them, you can’t save your customized widgets inside of that curated report. I am curious if anyone has come up with any creative solutions to help them understand how much total time, and average time their Agents spend inside of tickets based on the Time Logs data. This one is really holding us back right now reporting-wise, and I just don’t see why Freshdesk has limited the functionality that appears to already exist. For example - I can go into the curated report and manually edit the widget to provide me average time tracked data, but I cannot save this widget. My changes are lost as soon as I leave the widget. This is so bizarre.

3 months ago

batlbApprentice

posted in Analytics, Reports & Dashboards

Scammers using support@helinga.freshdesk.com

Your E-Mail Server seems to be compromised and is used for Scamming and Spamming. This was reported before and it seems like you are not interested or capable to stop it. Please react appropriately or your Domain will be reported to all big Network Security companies for global blocking.

3 months ago

nisbApprentice

asked in Analytics, Reports & Dashboards

Freshdesk not sending out any emails for last few hours

For the last few hours none of the replies we send to customer over Freshdesk have gone out. We noticed when internal users reported they weren’t receiving emails. Tested with multiple email domains. Does anyone know if there’s a fix to this an Admin can do, or how to get a better hold of Freshdesk support?

3 months ago

G-HartApprentice

asked in Analytics, Reports & Dashboards

Why do some of my users get notification emails, while other do not

HI, We have recently migrated our email away from one provider to O365. Since then, I now have 3 users that do not get notifications anymore when tagged in tickets, or forwarded .If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ? Thanks in advance

3 months ago

MikesterTop Contributor

asked in Analytics, Reports & Dashboards

Auto timer for new ticket by agent

I need to be able to start logging time on tickets being opened by internal agents. I cannot find a way of logging time when we get a telephone call. This is needed to be able to pull the time sheet reports to include the tickets created by the agent.

3 months ago

ArnoldGContributor

asked in Analytics, Reports & Dashboards

Present excel file for submission of ticket

We have a use case for presenting an excel file to be filled out by the ticket submitter and included in the ticket. We’ve created a form for ‘report request’, and with this form - we’d like to have the submitter fill out an excel sheet that has required information and then include it in the ticket submission. I was wondering if anyone else has had a similar need, and how they were able to accomplish this.

4 months ago

junyoung leeApprentice

asked in Analytics, Reports & Dashboards

I want to see the history of tickets deleted from the trash.

I need to see which tickets have been completely deleted from the trash.How can I view information about tickets that have been deleted by the trash?

4 months ago

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