Analytics, Reports & Dashboards

176 Topics

asked in Analytics, Reports & Dashboards

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?

315

4 months ago

mcarrierApprentice

asked in Analytics, Reports & Dashboards

Avg first response time

After adding an internal note and bulk closing a bunch of very old tickets owned by another agent I noticed my avg first response time increased from 1 hour to 5 months. I was not the owner of any of these tickets so not sure why that would impact that metric for me. Any ideas?

1633

4 months ago

davidM265Top Contributor

asked in Analytics, Reports & Dashboards

Scheduling an export as a CSV or Excel Workbook

Hello everyone, I have been scheduling exports at my workplace but they are sent as text files to my colleagues. How can I change this so that people receive a CSV or an Excel workbook instead?

6794

4 months ago

anthony.juneApprentice

asked in Analytics, Reports & Dashboards

Tabular Data on PDF Output

We have an Open Tickets by Department report and it includes a Tabular Chart with 9 columns for each record. When we have more than 30 records (tickets), the scheduled report is only sending the one page and not multiple pages when there are more than 30 records (tickets). How do we fix this?

292

4 months ago

SanjeevaroraCommunity Debut

asked in Analytics, Reports & Dashboards

Unable to Fetch large ticket data set (2-3 years) in BI tool

Could you please provide way to automate the reports directly in a BI tool or Google Sheets? If we can fetch recent data on daily/weekly basis to create a detailed report in BI Tool (Such as google dat studio, power bi etc) through API end point of some other way ? If there's a Freshdesk-recommended marketplace app that meets our requirements for data integrity and security, please let us know.

171

4 months ago

summitventurestudioCommunity Debut

asked in Analytics, Reports & Dashboards

What are Freshdesk's analytical capabilities analyzing ticket content (i.e. anomaly detection)?

What are Freshdesk's analytical capabilities-- analyzing ticket content and anomaly detection? I’m interested in understanding if the platform offers this functionality? Is it only for certain tiered subscriptions? Are there any potential plug-ins?

402

5 months ago

DrunenCommunity Debut

asked in Analytics, Reports & Dashboards

How to include Underlying data in report

Hi there,I am trying to create a report that filters all tickets from the previous month for a specific customer. I have figured out to filter my last month, that’s not the issue. I would like to include a list of all tickets that have been created but cannot figure out how to show this list. The closest I have been able to find it is by choosing the “Total Tickets grouped by priority” and then clicking the “Underlying data” which shows me the list of tickets that this widget is being created from.How can I include this data in my report so I can send it to my customer at the end of the month?

1308

5 months ago

RobCrossHMSkilled Expert

asked in Analytics, Reports & Dashboards

Survey Data Widget Not Matching

Has anyone noticed a discrepancy between the data shown on Survey widgets to the responses you’ve had?For instance, my widget says we’ve had 6 responses this monthBut, when I drill down into the responses, we’ve had 7 this month. I’ve tried different date dimensions on the widget, but Never seems to align.

251

5 months ago

RobCrossHMSkilled Expert

posted in Analytics, Reports & Dashboards

Analytics Filters - Tickets and Surveys

I’m hoping to create a one pager report for our account managers to show ticket & survey scores, but I’ve noticed that if I have ticket and Survey stats on the same page I can’t add any useful Interactive filters (just a date range) If I take the Survey widget away, I can now use lots of useful filters. Has anyone else seen this/found a solution for it?I know I can separate the survey widget onto a different page, but would be better if I can everything on one page.

475

5 months ago

MattFrancisContributor

asked in Analytics, Reports & Dashboards

Cannot see tickets as a metric to build a report

Anyone know why I cannot build a report showing the number of tickets in the system? When i goto add widget i don’t see Tickets listed as a possible metric to add to the report. If i go to the Custom Metrics section i can see a section called Module but that has a limited list in there, which DOES not include tickets. I cannot see any where else where i can set the modules that should be available to the analytics module, making reporting impossible.

563

5 months ago

RobCrossHMSkilled Expert

posted in Analytics, Reports & Dashboards

Analytics Filters

Hi EveryoneI’m hoping to create a one pager report for our account managers to show ticket & survey scores, but I’ve noticed that if I have ticket and Survey stats on the same page I can’t add any useful Interactive filters (just a date range) If I take the Survey widget away, I can now use lots of useful filters. Has anyone else seen this/found a solution for it?I know I can separate the survey widget onto a different page, but would be better if I can everything on one page.

456

5 months ago

Debbie LarsenApprentice

asked in Analytics, Reports & Dashboards

SLA for average solution time HELP

Hi, Can anyone help me on creating a report on the following: SLA for average solution time in minutes. The Report should have the following view, X axe should be monthly view and then Y axe should be total cases, just like the picture below.

221

5 months ago

bkarasalihovicContributor

asked in Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications Issue

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

162

6 months ago

bkarasalihovicContributor

asked in Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications

254

6 months ago

gwitsmApprentice

asked in Analytics, Reports & Dashboards

Ticket Aging Report?

My goal is to track (on a monthly, rolling basis) tickets that were opened within that month that have not yet been closed. For example, if 500 new tickets were opened in March and on March 31st 400 were not in Closed/Resolved status, this metric would be 20%. I don’t need the report to calculate the percentage - I can do that manually if necessary. I’ve tried a stacked bar chart and was able to get close, but each month’s numbers seem to include previous months’ new tickets if they are still open. Any help is appreciated.

1701

6 months ago

Secrecy7919Top Contributor

asked in Analytics, Reports & Dashboards

Can't share an Analytic report with anyone as account admin

Hello! I (and others in our helpdesk) have encountered an issue with trying to share a report created in the Analytics tab. When I go to the share button in the upper right of the screen, I get the list of users or groups to share the list with. When selecting what I want there is no way to save my selection. I am an account admin and I tried adding a regular user and another account admin but nothing worked. Like I mentioned, I am not the only one with this issue. Any help would be appreciated.

1596

6 months ago

BrianWelchApprentice

asked in Analytics, Reports & Dashboards

SLA report by Category

I need to create a report that shows SLAs in relation to the respective category. I’d like this in a csv or at least a table view in FreshService, anyone know how?

301

6 months ago

asmarquis0Apprentice

asked in Analytics, Reports & Dashboards

Project Insight

Our business is currently using ADO and Project Insights to track agent time and resource planning. Engineers will put their estimated time in ADO for our weekly sprints and at the end of the week project insight is completed to total the time of each project (these include meetings, deployments, admin time, documentation) at the end of the week. Our leadership uses this information for resource planning and time spent. I have yet to find a good solution within freshworks to meet our needs. We have looked into project analytics as well as time reporting on tickets. The problem i am finding is that there is not a sufficient method that brings all of an agents weekly work into a single report. I’m hoping there may be someone here who had a similar experience and how it was solved to meet the business needs.

130

6 months ago

MacMurdoSkilled Expert

asked in Analytics, Reports & Dashboards

Custom Report \ View

Hi AllIs it possible to create a custom report or view that will show all tickets that have been assigned to an agent but also who has closed\resolved them even though the ticket remains assigned to the original agent.Thanks

371

6 months ago

spencerporchSkilled Expert

asked in Analytics, Reports & Dashboards

How can I hide curated reports on Analytics?

I want all users to access a very basic report with summary numbers (overall ticket volumes). I do not want to give them access to all the curated reports--they include a lot more data that isn’t always appropriate for every person.How do I give users access to one, and only one, report in Analytics? They don’t need all the other curated reports.Thanks!

852

6 months ago

SmartPApprentice

asked in Analytics, Reports & Dashboards

First Response in Business Hours

I am trying to produce a report that details the First Response and Resolution in Business Hours, excluding any Pending time.Tickets are not assigned, and replies are not sent until approvals are received.However, I have just been told that, while Resolution in Business Hours takes Pending into consideration, the value for First Response in Business Hours doesn’t. This means an a ticket sitting in Pending for 5 hours before being approved, will report that the Response took 5 hours.Has anyone encountered this, and, if so, how did they fix it.

572

6 months ago

imscavokApprentice

asked in Analytics, Reports & Dashboards

Median resolution time

Is there a way to produce a report with median resolution time, an average resolution time of 90 percentile? 1 in 20+ tickets we receive will take significantly more time for whatever perfectly legitimate reason, and I’d like a report to be able to reflect the more typical experience a customer receives for typical incidents and requests.

541

7 months ago

simmondsjonTop Contributor

asked in Analytics, Reports & Dashboards

How to show my team the amount of time they've booked per ticket for the day

Hi, My agents key time to each ticket during the day. They need to review this data at the end of the day. However, there’s a 45 minute delay between time being keyed and the new Analytics being populated by which time they have left for the day. The legacy reports didn’t have this issue. Does anyone have a solution to my issue? Any integrations? or ways around this?

596

7 months ago

AjaxContributor

asked in Analytics, Reports & Dashboards

Agent Availability Issue On Dashboard

Hi, Why is it that our agents will only show available for tickets or chats? The phone system does not seem to sync with the Dashboard on Freshdesk. Is there a setting I am missing? Or is this a known issue? Best Regards,Alex

654

7 months ago

SlicerApprentice

asked in Analytics, Reports & Dashboards

Bar Chart by Manufacturer

I want to create a widget that shows a bar chart breakdown of assets by manufacturer. The only option I see is Vendor, which is different. Any ideas?

262

7 months ago

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