Analytics, Reports & Dashboards

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

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?

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”

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.

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.

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.

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?

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

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?

hallo, i’m testing frehdesk in its free version, hope you can explain the difference between “all ticket solved” and “new ticket solved” on each green bar in the second barchart (workload) what makes a ticket solved “new”? how “new” should it be? which time do i have for solving a ticket so that it count among the “new” ones? didn’t find anything on old topics about thank you

Hi Where a ticket field holds a numeric value, preferably in this case currency, is it possible to use analytics to calculate the total value of all tickets that match specific criteria. Eg: Ticket No. Resolution Due By Category 1 Category 2 Value (£) 1 yyyy-mm-dd hh:mm:ss Invoiced Received £1.00 2 yyyy-mm-dd hh:mm:ss Returned Paid £2.00 3 yyyy-mm-dd hh:mm:ss Returned Unpaid £3.00 4 yyyy-mm-dd hh:mm:ss Invoiced Received £4.00 Using the table above as an example, I would like Analytics to use the following criteria to return the total value in column 4. Metric Criteria: Tickets - Total Filter Criteria: Time Period - SINCE - 2020-12-01 12:00:00 AM Category 1 - INCLUDES - “Invoiced” Category 2 - INCLUDES - “Received” “Paid” Analytics would then return a total value of : £7 [The total of rows 1, 2, and 4] Is this currently possible, as I have tested various field types and have, so far, been unsuccessful ? Where a CRM system helps manage the lifecycle of a commercial business, it’s likely

Good Morning, I have recently updated some cases by assigning them another type of case, when downloading a report they are shown with the first type of case assigned, but not with the recent one, will there be any way to update that data or is it a bug? Thank you!