Analytics, Reports & Dashboards

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?

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 1 Screenshot 2 Thanks in advance.

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!

Our customers are purchasing support hours tha we need to track, currently we are exporting the data for last 30 days regulary and manualy looking through it but that is to timeconsuming. Is there a way or some kind of marketplace app that enables a simpler way of time spent supporting a customer and idealy that can keep track of the quota for each customer. Thanks! BR

Hello there, since a couple of months we are missing some translation of fields in the detailed helpdesk report. Instead of the real field description we get e.g. [missing “en.helpdesk…..” translation] or [missing “en.helpdesk_reports…..” translation]. All of the report description are affected of this. Does anybody have an idea what is the cause and how to fix it? Thank you br Martin

Hi, I hope you are all well I have a scheduled download from Analytics section: And I am seeing that tickets update on Freshdesk, but in the download its sends it is not updated. This happens with automations. This is an example from ticket activity The system changes with an automation certain fields, but this changes do not appear in data export. Is there something I can do? ​​​​

There are three items under “what brings you here?” ASk a question Report issue Enquire status How can I add: “Suggest an improvement” ?

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.

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.

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

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

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.

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.

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?

Hello So it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags? Thanks!

Is there a way to report on volume of emails sent from a support email address, regardless of group?

Hello TEAM, I have two Question for you, I would like to have your support on it. Is there any way you can export the report in Excel sheet? Is there way you can present the report in pie chart without doing it manually

It would be great to have the average response time in the analytics as we have it in the current reports. We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number. We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )

Hello- I recently needed to find a previous ticket with information I needed for a new ticket. When doing the search, I added the title it would be under, example: CL to PO. When I ran the report, I did not get any tickets back with my title. I just got back a bunch random tickets with different titles. I eventually ended up finding a ticket with the information, but not with the search. I added a tag “Keeper” to the ticket. I ran the search again with the same title and it appears now that I added the keeper. I did not do any filters on either search. Why wouldn’t my search come up in the first place? Does it need to have a tag? Do I need to fill in the filters in order for search to pull up what I’m asking for?

We have had this message on our Freshdesk for the last 48hrs: Scheduled maintenance is under progress We will be up and running soon, Please check again later. Click here to go back to home Our domain is: https://sangix.freshdesk.com/ Since we are on a free account, there does not seem to be any support we can contact. Should we just switch to another provider or does anyone have an idea of what we can do? Many thanks :)

Why are my agents ticket numbers different in Legacy Reports VS Analytics for the same time range?

Hey community, In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don’t need it anymore. I might have actually deleted the report itself, but I’m still receiving copies of it. Many thanks, Toni

Current dashboard make no value for us. How I can edit settings - to see at le ast comparison week by week not today vs yesterday?

is it possible with my plan (growth), to schedule an export of all tickets on a weekly basis? all fields, all tickets? I can see curated reports, however they don’t have the information i’d like.

Hello Community! I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin? Thanks and regards! Milton C.