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Using Freshdesk
Analytics, Reports & Dashboards

Analytics, Reports & Dashboards

Using Freshdesk

178 Posts
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178 Posts

JOsh_SApprentice

asked in Analytics, Reports & Dashboards

Ticket Based Compensation - On-Call Report

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!

SanaSiddiquiSkilled Expert

posted in Analytics, Reports & Dashboards

How to create custom reports in Analytics?

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 here to read more

Charlotte.SabadoApprentice

asked in Analytics, Reports & Dashboards

how to export the report based on what is filtered and not based on the export date range

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.

GhulamMurtazaNZLApprentice

asked in Analytics, Reports & Dashboards

Programmatically change Dynamics CRM Theme

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

GothamApprentice

asked in Analytics, Reports & Dashboards

Need to figure out the time taken by an agent to move a ticket from one place to another

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 dir

foxcubmamaSkilled Expert

asked in Analytics, Reports & Dashboards

Agent Dashboard

I love using the team dashboard, but having a dashboard that was Agent centered would be Idealseeing 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.

triyosigirindaContributor

asked in Analytics, Reports & Dashboards

Time Interval on Dashboard and Report

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.

Freddy WoudstraApprentice

asked in Analytics, Reports & Dashboards

list of closed tickets Analytics Report

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?

Triin from AmplerApprentice

asked in Analytics, Reports & Dashboards

Comparsion for statistics for month and week

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?

MarkymarkApprentice

asked in Analytics, Reports & Dashboards

Group and filter reports/analytics by customer segments

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

dberry4712Apprentice

asked in Analytics, Reports & Dashboards

How to add Description to a Custom Report

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

Rawlin HApprentice

asked in Analytics, Reports & Dashboards

First Response SLA % & Average First Response Time

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?

Sophie MurgatroydSkilled Expert

asked in Analytics, Reports & Dashboards

Freshdesk Analytics - Contact Information

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

BarclayRaeSkilled Expert

asked in Analytics, Reports & Dashboards

Why dont we get the reports that we want...?

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>??

ajay96Apprentice

asked in Analytics, Reports & Dashboards

Email reporting

Is email-reporting only on weekly basis or it can be changed to hourly/monthly ? Please throw some light on it.

Rafael VazquezApprentice

asked in Analytics, Reports & Dashboards

Please add the %of tickets replied within certain time in analytics

It would be great to be able to check the percentage of tickets replied within certain time on the analytics as we have been doing on the performance distribution report. Please see the below screenshot as reference: BR, Rafael

Josh-HFApprentice

asked in Analytics, Reports & Dashboards

Looking for the best way to report across Freshdesk, Freshcaller and Freshchat products

I am looking to make agent performance report across Freshdesk, Freshcaller and Freshchat all into one report and visualisation for a given time period.

RaunakApprentice

asked in Analytics, Reports & Dashboards

Is there any way we can get report on 90 percentile of first response time and turn around time?

There’s no where Average value of report time is helpful… You should provide a report where we can check the first response time or next response time being at 50 percentile, 70 percentile, 90 percentile… A suggestion - Make reports available to us that can get us data of 90 percentile of first response time and turn around time?

maykeloenningApprentice

asked in Analytics, Reports & Dashboards

Please add metric in Analytics "Next response within SLA"

In Analytics, we have the metric “first response within SLA”, however we don’t have for Next Response.Next Response Compliant, includes both (within SLA and violated)Ideally, we would need a “Next Response within SLA”

TGabsTop Contributor

asked in Analytics, Reports & Dashboards

Can you get a group total in analytics?

When adding a grid in Analytics it would be great to be able to get a total for each group.Is this possible, am I missing a simple setting?thanks team.

JarrodTop Contributor

asked in Analytics, Reports & Dashboards

How do you track time spent in tickets?

Something that really surprised me is Freshdesks inherent lack of time tracking functionality. All of it seems to be baked into Time Sheets which appears to be quite out-dated and even broken. The Time Sheets, for example, only export partial data. The widgets in the Analytics tool are curated-only, and although you can customize them, you can’t save your customized widgets inside of that curated report. I am curious if anyone has come up with any creative solutions to help them understand how much total time, and average time their Agents spend inside of tickets based on the Time Logs data. This one is really holding us back right now reporting-wise, and I just don’t see why Freshdesk has limited the functionality that appears to already exist. For example - I can go into the curated report and manually edit the widget to provide me average time tracked data, but I cannot save this widget. My changes are lost as soon as I leave the widget. This is so bizarre.

ReadGApprentice

asked in Analytics, Reports & Dashboards

CSAT Survey Responses

Is there an option to build a custom report that shows customer survey responses?This would be beneficial for our other departments that do not have an admin to manually go in and find that information.

gbinstaApprentice

asked in Analytics, Reports & Dashboards

Schedule Export of Tickets for a specific set of accounts

As a CSM, I handle multiple accounts and I would like to schedule a report on a daily basis for all the unresolved tickets associated with my accounts. Does Freshdesk support this feature?

Aharon HollanderApprentice

asked in Analytics, Reports & Dashboards

Is there a way to get a report with the information captured in the autostart timer

VaishnaviGApprentice

asked in Analytics, Reports & Dashboards

Schedule Export of Tickets for a specific set of accounts

Hi,As a CSM, I handle multiple accounts and I would like to schedule a report on a daily basis for all the unresolved tickets associated with my accounts. Does Freshdesk support this feature?

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