Analytics, Reports & Dashboards

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

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 au

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.

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

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.

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?

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!

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 :)

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

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

Hello all, Can someone please help me understand these numbers on an agent report: Average response time: 37 min Average first response time: 48 min Average resolution time: 37 min How “first response time” can be higher than “response” and “resolution” times? How “response” and “resolution” times can be the same? I think “resolution” should be higher. In addition, which ticket statuses are included on Backlog tickets? I got 4 tickets on the report but on a daily basis I can see 15-20 unresolved tickets for this agent on my dashboard widget. Many thanks in advance!

Hey FreshPeoples! So - I just had a rather frustrating back and forth with FreshDesk Support, and I’m struggling with a specific request. I need to send a report to Payroll weekly that has the following information. Agent Name, number of tickets taken “after hours” that week - which includes the full day on weekends. This is for per-ticket based compensation for my agents during their “oncall” week. I haven’t really found a great way to do this (though - for the life of me I can’t understand why I can’t just generate a simple report of tickets created outside of set business hours, and what agent took them 🤷🤷) and I’m wondering if any of you amazing people have found a good way to do this. Thanks in advance for the help!

In the Analytics homepage, click New Report that is present near the search bar in the top right section. We have Custom Reporting in Freshdesk to help you build reports the way you want, with minimal effort, all by yourself. It offers the flexibility to pick the metric(s) you want to study, the adaptability to select the right filters you want to apply, and the capability to employ the perfect dimensions to analyze your data. Click her e to read more

I have filtered some records that include tickets more than 30 days. when the report was exported it only includes (by default) 30 days of records. This will be fixed if I change the custom date based on the oldest ticket. I hope there is an option in the export to export what was really filtered without the need to change the date based on the oldest ticket.

Is it possible to change the theme of Dynamics CRM Programatically using js? If so how can this be achieved? What I want to achieve is that when a user clicks on a tile on the main dropdown navigation bar, I call js to change the Dynamics CRM theme for the entire system. Similarly, if the user clicks on some other tile, I change the theme again. Version (8.2), on-premises

Hey Everyone! I work for the Ticket triaging team where the agents in our team work on analyzing the incoming tickets, and moving them to the right team for resolution. I have been trying to figure out a way to calculate the time taken by the agents to move these tickets to the right team from the time they appear on to the triage pool. I have explored the Analytics and the reports section in FD, where there are the “Ticket Lifecycle” sections available aimed at doing exactly that. However, I am unable to find an accurate response here. For instance, I can get the First assign time in business hours, Calender hours and Time spent in business hours to analyze this, but none of the columns really give a good representation of what I am trying to look for. Moreover, I also have problems in changing these time values to the standard one where I will be able to perform any calculations in Excel or Google Sheets. As you can see, the format is in “xm ys” value. Is there a way in FD to directl

I love using the team dashboard, but having a dashboard that was Agent centered would be Ideal seeing how many tickets on an agent by agent basis and how many they have on hold and how many they’ve resolved would be magical. Is this something that exists? Would be an “admin” dashboard just to keep good tabs on the balance of things.

Hi, We have a customer who asks for these features in Freshdesk Support Desk (formerly Freshdesk) and Freshdesk Contact Center (formerly Freshcaller): The capability to have a dashboard widget on time interval basis for ticket. For example at 08.00-09.00 How many ticket is Open, Overdue, Resolved and Closed and the same with 09.00-10.00 and so on. The capability to have time Interval field in the analytics report for ticket, and call module. This discussion has been raised on a Support ticket ID: 11517765 as Feature Requests with Freshdesk team and we were suggested to raise this discussion on the Community Forum that display a case might be related to other global customers/ users of Freshworks so these features can be possibly determined in the future product roadmap. Please keep us updated. Thanks.

I want an overview of all closed tickets for the past month in Analytics Report.So a listing of all tickets by company and contacts for the past month.Is this possible in Analytics?

Hello, you team has let us know that there is no way to add in analytics a statistic board with comparsion. For example per month performance compared to last years. In November 2021 we had this many tickets and in November 2020 this many. This all as a bulk diagram or as chart. Right now analytics does not show it in a good way, Would this be possible?

Hi, We really want to be able to run reports using company segments. This will allow us to for example measure ticket deflection (i.e. average # tickets raised by companies in a “low touch” company segment). Do you have any suggested workarounds? Thanks, Mark

I want to include the ticket description on a custom report but I can’t find DESCRIPTION as a ticket field to select.

If an agent generates a ticket out of a Fresh Contact call it defaults the ticket into open status. Even if the ticket doesn’t warrant an email response and has a later resolution time, if it exceeds the 3h SLA target for first response it impacts my agent’s SLA metrics. Is there a way to bypass/mitigate this?

Hello, does anybody know when contact information will be available in Analytics reporting?

I hear this all the time - generally its not always or even often down to a problem with the system in use (very occasionally it is but not often). So why are many organisations still struggling to get good MI data analysis/business intelligence out of their toolsets and data??? Maybe because of poor input data? lack of focus on the expected outputs? No service definitions or reporting on services? little information on user experience or outcomes? Poor presentation of information? too much information? too much transactional data and information? …. What do you think>??