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  • 145 Topics
  • 305 Replies

145 Topics

R
Apprentice
rzagazaryanApprentice
asked in Analytics, Reports & Dashboards

How to find unresolved tickets that are overdue in reporting/analytics?

Hi all - I have been creating multiple reports and wanted to understand if there is a measure/series of measures + filters that would allow me to see : ALL tickets that are unresolved and overdue/outside of SLA.When I pick any of the SLA-related out-of-the-box measures, it shows only what was already resolved outside of SLA. I want to see what the current unresolved pain points are. If anyone can provide me documentation or some guidance, I’d really appreciate it.All the best!

2
S
Skilled Expert
2 months ago
simmondsjon
Top Contributor
simmondsjonTop Contributor
asked in Analytics, Reports & Dashboards

Analytics report cutting off

Hi, we have a timesheet report in Analytics. It has a lot of rows but when running the scheduled export it exports 1 page of the report and cuts off all the other rows. How do I get the report to export all of the data in the analytics report (like the old Time Sheet Summary used to do).ThanksJon

2
Daniel Söderlund
Skilled Expert
2 months ago
S
Contributor
Scott.meContributor
asked in Analytics, Reports & Dashboards

Analytics reporting download

Dumb question so forgive me but I can’t find the answer.  When I go to an analytics widget and select the three dots and then download CSV.  Where the heck is that file downloaded to?  I get a Freshdesk popup saying download in progress and then complete, but I can’t find it.  😫

5
hemanth.ramya
Community Manager
2 months ago
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?

4
Kamakshi V
Community Manager
3 months ago
T
Contributor
Thomas HContributor
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

3
T
Contributor
3 months ago
M
Apprentice
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.  

2
M
Apprentice
3 months ago
T
Apprentice
TanyaApprentice
asked in Analytics, Reports & Dashboards

Exporting analytical reports to excel file

Hi Everyone,I’m new to Fresh Desk. Is there an option to export analytical reports using an excel file? I have customized a report and it will only export as a PDF. I have searched in numerous places and I’m coming up empty. Maybe this hasn’t been implemented yet. Any assistance is greatly appreciated. Thank you.  

2
T
Apprentice
4 months ago
jmoar
Apprentice
jmoarApprentice
asked in Analytics, Reports & Dashboards

Reporting on a custom Customer Field

We have added a custom field for Contacts, where we include the requester’s Department inside the company. We would like to report on this, to get an idea of which Departments are making the most requests, and what type of requests they are making.I have played around with filtering existing reports, as well as creating my own widgets, but I have not found a way to report on this custom field. In fact, the options for reporting on customer data are quite limited in general.Has anyone had any success with reporting on customer data, specifically on custom fields for contacts?

2
J
Community Debut
4 months ago
dschwer
Contributor
dschwerContributor
asked in Analytics, Reports & Dashboards

Agent Report

I am looking to generate a report that will show all the open tickets for an agent.

6
dschwer
Contributor
4 months ago
slammy
Apprentice
slammyApprentice
asked in Analytics, Reports & Dashboards

Outbound/Sent email count

Hi there, New to Freshdesk. Trying to figuer out how to count the number of emails an employee has sent whilst using Freshdesk using their analytics?Is there a way on Freshdesk analytics where it counts the number of emails sent including any emails initially sent to customers (first contact to customers) and not just counting the employees replies to customers after the customer has initially emailed in?Many thanks 

3
TerriB
Contributor
4 months ago
nhaner
Apprentice
nhanerApprentice
asked in Analytics, Reports & Dashboards

Date and time calculations

Hi, Is there a way were i can extract reports that calculates the date and time difference once the ticket is created and one it was resolved?Im still testing the free version of freshdesk. Thank you,

4
Cronaldo
Community Debut
4 months ago
J
Skilled Expert
JaapbgSkilled Expert
asked in Analytics, Reports & Dashboards

How to add/use company fields in analytics

I would like to use fields from the Companies in my analytic reports.e.g. I show how much tickets per company, but also need to show how many tickets per Industry and Account tier.Also would like to use customer fields from Companies to get better context in the reports.e.g. a company with a small number of locations submitting x number of tickets, might be telling a different story than a company with a very large number of locations submitting the same amount of tickets.The tickets are linked to companies, and the companies contain this information, so data technically it should be possible (I expected the fields to be available for e.g. group by)Can this be achieved somehow within freshdesk analytics?

5
jordancoxi
Community Debut
4 months ago
dams
Apprentice
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.

0
dams
Apprentice
4 months ago
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.

0
I
Apprentice
5 months ago
A
Top Contributor
ArnoldGTop Contributor
asked in Analytics, Reports & Dashboards

Analytics

I would like to inquire if it’s possible to get an analytics report on the number of tickets that come through the different email addresses we have from our multiple products.

2
A
Top Contributor
5 months ago
Joost van den Reek
Top Contributor
Joost van den ReekTop Contributor
asked in Analytics, Reports & Dashboards

How to create invalid Prio Urgent dashboard?

I m trying to make a metric in Analytics where it shows me the incorrect created Prio Urgent Incidents.We have the impression that our customers creates Prio Urgent Incidents and we have to lower the Prio afterwards because it is not a proper Prio Urgent. My thoughts are to measure the Closed Prio Urgent Incidents and the number of Created Prio Urgent Incidents, pref in a visual but a table will do as well.I succeeded in the Closed Prio Urgent Incidents, but I cant figure out how to get the Created Prio Urgent Incidents. It seems to me that Analytics shows me only the current Priority of the Ticket not the Prio it had when the Ticket was created.  Any tips or suggestions? 

2
Joost van den Reek
Top Contributor
6 months ago
A
Top Contributor
ArnoldGTop Contributor
asked in Analytics, Reports & Dashboards

Max 5 attributes in formula

Hi,   I’m working on custom metrics and looking for a way to get around the maximum 5 attributes in a formula. Wondering if anyone else has come across this issue, and if/how they were able to workaround it.I am trying to create a formula for the percentage of ticket surveys:% = (total rating/max possible survey score)*100However, the equation I created for total rating has 5 attributes based on the 5-star scoring (⭐*#surveys + ⭐⭐*#surveys + ⭐⭐⭐*#surveys + ⭐⭐⭐⭐*#surveys + ⭐⭐⭐⭐⭐*#surveys)Thanks,

1
Kamakshi V
Community Manager
6 months ago
J
Apprentice
JasonDufourApprentice
asked in Analytics, Reports & Dashboards

Show tickets that were assigned to a group

Hi there,We have tickets that come in and the Agent Group is set to Training.  Training works it and then assigns it to one of several other Agent Groups.  Is there a way to show how many tickets that were at one point assigned to Training in a given time period?Thanks in advance.

4
ilyas1122
Community Debut
6 months ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert
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

1
eeha0120
Skilled Expert
6 months ago
reuven
Skilled Expert
reuvenSkilled Expert
posted in Analytics, Reports & Dashboards

No good manual explaining Analytics report settings and options

All the different fields in Analytics are very confusing in we really could use a good complete manual explaining how to create custom reports and all the options and settings.

4
Sudhan R
Community Debut
6 months ago
R
Apprentice
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?

2
Sudhan R
Community Debut
6 months ago
Amstel
Apprentice
AmstelApprentice
asked in Analytics, Reports & Dashboards

Can't add pages to analytics reports

Hi Guys, I'm new to Freshdesk, so forgive me if I ask simple questions :)So within an Analytics report I cannot add new pages, the Add Page (+) button is disabled. Does anyone know where the options are to enable this?This report was from a colleague who left. I have already made myself the owner of this analysis report. Please help!

3
youtubetomp3
Community Debut
6 months ago
batlb
Apprentice
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.

8
aspin
Community Debut
7 months ago
komunidadvdl
Apprentice
komunidadvdlApprentice
asked in Analytics, Reports & Dashboards

How to update ticket categories under "What brings you here"?

There are three items under “what brings you here?”ASk a questionReport issueEnquire status How can I add: “Suggest an improvement” ?

4
shtr45343
7 months ago
phongshader
Contributor
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?

1
eeha0120
Skilled Expert
7 months ago

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