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Using Freshdesk
Analytics, Reports & Dashboards

Analytics, Reports & Dashboards

Using Freshdesk

178 Posts
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178 Posts

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PaulaTop Contributor

asked in Analytics, Reports & Dashboards

Hello guys How are you?I wanted some help with the CSAT reports.Is there any way to track the responses (comments) of each survey answered and relate it to the ticket? In the "Analysis" part, as "reports" will soon be discontinued.

rzagazaryanApprentice

asked in Analytics, Reports & Dashboards

Using Custom-Made Dimensions in Reporting - is it possible?

Hi all - I am creating custom fields for certain tickets and would like the ability to report on it. Is this a possibility? Or would I have to export the data and report on this outside of Freshdesk?

rzagazaryanApprentice

asked in Analytics, Reports & Dashboards

Analytics and Reporting - Can we sort a pivot table with multiple metrics?

Hi all - quick question. I am trying to create a pivot with Ticket Type, Unresolved Tickets, and SLA Adherence %. Then sort by Open Tickets. When I have more than 1 measure in a pivot table, it does not allow me to sort anything anymore. Is there any way we can bypass this? Or is there no way to actually sort when 2 measures are in the ‘values’ field.

SophiebellApprentice

asked in Analytics, Reports & Dashboards

Hi,I was trying to create a team dashboard and the regular dashboard just disappeared. I can’t see anything anymore. Could you help me with that ? Thank you,

e.c.kaneSkilled Expert

asked in Analytics, Reports & Dashboards

Report on last group assign date

Hi - I want to report on the time between a ticket being first assigned to second group assignment. This is so we can work out the time tickets are taking to go from 1st to 2nd line teams, or to Engineering teams. I can’t see a way to get this specific datapoint. Any tips? Cheers, Emma

Senthil1323Apprentice

asked in Analytics, Reports & Dashboards

Filter using a single-line & Multi-line text field in the Analytics

Dear Fresh desk Team, We were given hope that we will be able to fulfill all our requirements from the Analytics of Fresh desk. But it is really very sad, that the Tool is unable to pull out the data which are filled in the single-line & Multi-line text fields. I have seen many posts on the community page where the answers are like “ this feature being picked up and will keep you posted herewith any progress on the same” from past 4 months. We have recently upgraded to the PRO Plan mainly for this reporting purposes, but Fresh desk had failed to provide 100% support. This is like “Fresh desk Tool is supporting analytic part but cant fulfill customer requirement”.Would request the concern to look into this feature asap and do the needful by fixing the gap.Regards,Senthil

CshermanApprentice

asked in Analytics, Reports & Dashboards

Analytics widgets no longer show the name of the metric

Hello, I noticed today that all of a sudden my analytics reports are missing the metric names in the widgets. I have some widgets that compare a metric over this week/previous week, or this month/previous month. Now those names are missing from the widget so other users can’t tell which is which! They’re missing in the Freshdesk portal, as well as the daily PDF export. Did this feature get removed or am I missing something?

GeorgeCApprentice

asked in Analytics, Reports & Dashboards

scheduling dashboard not showing all agents

Hi not sure what the issue is here, but we have a lot of field service agents, and the scheduling dashboard would load, and sometimes it would only show part of the list and stop when you scroll down the list ends part way through the agent list.But if you reload to another day the whole list of agent appears (when you scroll down). There is a part where it stop, but then keep loading - but when it does this is random. Anyhow having this issue and is there a fix? I’ve tried on Chrome and also Firefox with the same issue.

jasonishApprentice

asked in Analytics, Reports & Dashboards

Time Reports for Year

One of my requirements will be to generate a report for the time spent over the year, per customer. The defualt “Time Sheet Summary” is close, but I see 2 issues:The maximum time interval is 6 months. Why is there no option for year? I don’t want to see per agent data. Just time per ticket. So a total time per ticket, no an itemized list of time log entries.Is that possible? It seems like these reports are mostly for management to keep track of their agents performance which is not what we’re interested in. But more to let our customers know how many requests they are making and the time we spend on them.Would this be possible through the analytics?

Dondo50Apprentice

asked in Analytics, Reports & Dashboards

Track ticket time

I have trawled through the posts and comments and while there are lots of useful info none that I can find to help with my particular issue. The problem I have is trying to track how long a ticket spends within a particular group. If a new ticket spends 3 days with a Tier 1 support group and is then escalated to a Tier 2 support group the ticket appears to be 3 days old and there is no way to identify whether Tier 2 have only just received the ticket or have received the ticket 3 days ago.

rebecca_20333Apprentice

asked in Analytics, Reports & Dashboards

Knowledge Base Analytics by User

Love the Knowledge Base Analytics. It’s very useful to see how the team is contributing. I would like to know if there is current or planned functionality to pull analytics based on users accessing KB articles? For example, how many times did a user navigate to the KB and then open a ticket? We can see this within each individual ticket, but it would be helpful to pull a report that shows this at a glance. If it could be broken down by company and then user, it would help us to identify gaps in our knowledge as well gaps in the client’s understanding. Any help here?

gregmApprentice

asked in Analytics, Reports & Dashboards

Realtime reporting in Excel -- linking to Fresdhesk, not using csv dumps

I’ve seen this question answered in the past but those topics were several years old. Curious to know if there’s any better answers currently. I don’t see if there’s any native way to create a realtime connection to the data like doing ODBC. I’d like to be able to query the underlying data in realtime to refresh reports and not have to reply on manually updating CSV dumps. If we do have to go with a third party pay solution, are there any recommendations? Thanks!

lionikasContributor

asked in Analytics, Reports & Dashboards

Ticket time line - show group

It would be very helpfull in timeline to show extra field GROUP.By group we devided our teams and departments. When replying customer email, it would be helpfull to see in what last other open tickets are being in other departments.

Cristina RoldanApprentice

asked in Analytics, Reports & Dashboards

Number of metrics per widget on Analytics

Hello everyone, we need to extend then umber of metrics per widget on Analytics up to 10 (right now the limit is 4).Do you know if this feature is on the roadmap to update?Thanks and kind regards

yyaoApprentice

asked in Analytics, Reports & Dashboards

Redirect user to freshdesk support dashboard without login

We have integration in Salesforce lighting and how can we redirect user to contacticketdetail page without login?It worked in classic salesforce.Thanks!Yi

ba-operationsContributor

asked in Analytics, Reports & Dashboards

Report - agent visibility

Hi,I think helpful to configure which single users can access to the reports, also for the curated reports.Now that’s possible only for role and not for users.Regards,Davide

DougHillRosettaHealthApprentice

asked in Analytics, Reports & Dashboards

Create and send custom customer reports

Need to create a simple customer report listing all ‘not closed’ tickets for a customer (company) and schedule an automate generation/email of report to individuals in a customer.Just got off a call with support and identified the following options, but not workable solutions for us:Send a standard report to a client .. wrong information. Customer needs a simple list of unresolved tickets, not trends. Create a custom report, have this sent to an agent. Agent then would have to download the report and send it to the customer. Report is actual what we need, but we are not looking to add step to my teams workflows. This is the job for a system, but a human. Create an report in analytics (dashboard) and schedule it to be sent to a client .. there are no ‘list’ widgets, so can’t generate this simple list.From my vantage, the fundamental problem is reports/analytics are targeted at help desk management, not customer reporting. They do a nice job of this. Trying to get a customer report autom

SunnyStPeteApprentice

asked in Analytics, Reports & Dashboards

List of reopened tickets?

How can I generate a report of the ticket numbers that are counted in the Curated Group Performance for the last 29 days report? We see that one group has a much higher frequency of reopened tickets, so I’d like to know which ones were counted to do some investigation into it. Ideally I’d like to run reports such as that with the ability to filter by different groups and time frames.

simmondsjonTop Contributor

asked in Analytics, Reports & Dashboards

Showing Agents their time logged per day on the main screen

Hi Everyone. I can’t find an integration or option to do this anywhere.My team bills customers via time, and they aim to clock up approx 4 hours a day of booked time to tickets. Is there anything in Freshdesk that anyone knows that will show agents their total booked time by themselves across all tickets they’ve added time to today on the screen? Thanks,Jon

samlee2myContributor

asked in Analytics, Reports & Dashboards

Reports with dependent fields

I’m very new to this system. Which setting up, I face an issue with creating a report to display the tickets categorised using the “Dependent field” under “Ticket Fields.” Based on sample below(1) how can I show only the depend variables from each level instead of all the sub level appearing in all levels? Refer to pic below “To achieve”(2) I notice that “Group by” only allow up to 2 level, possible to group up more?(3) Possible for the “Style” option to include hide 0 tickets categories?Reference below is good but does not solve what I want to achieve Thanks in advance.

Paul FlurryApprentice

asked in Analytics, Reports & Dashboards

Weekly report with no updates

I have a weekly report about sales tickets are week-in week-out there are not always changes but I still need to send the report. The problem is nothing has changed the email generated from freshdesk says ‘It’s been a little quiet here! You have no tickets created or updated’ Is there a way to still have this report produced and sent out even if nothing changes?

Brendan_HelixApprentice

asked in Analytics, Reports & Dashboards

Sort Tickets by Time Logged?

I would like to be able to keep track of unresolved tickets that have a lot of time spent, is there a way to sort unresolved tickets by most time logged? Thanks in advance!

MikeStadlmanApprentice

asked in Analytics, Reports & Dashboards

Freshdesk Reporting

Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned? i.e.Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group? Any and all answers are appreciated :)

BlairSkilled Expert

asked in Analytics, Reports & Dashboards

Reporting on resolved ticket by time band

Is there a way to get analytics to show time bands of when tickets are resolved? On the other ticketing software there were default reports that showed closed time in certain periods, like # closed 0-5 hours, 5-24 hours, 1day - 7 days, 7days - 30 days, >30 days

Cristina RoldanApprentice

asked in Analytics, Reports & Dashboards

List of functionalities and restrictions for Analytics

Hello everyone I would like to know how to obtain a list of functionalities and restrictions for Analytics (for example: text fields, contact fields, etc cannot be obtained for Analytics). Thanks and kind regards

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