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Using Freshdesk

  • 178 Posts
  • 463 Replies
178 Posts
C
Apprentice
c.giulioniApprentice
asked in Analytics, Reports & Dashboards
meaning of "new ticket solved" on basic report

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 aboutthank you 

345
Keer
Community Debut
3 years ago
W
Apprentice
willtaylorApprentice
asked in Analytics, Reports & Dashboards
Analytics to calculate sum total of numeric values in ticket fields

HiWhere 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 - TotalFilter 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

2761
N
Community Debut
3 years ago
Karina Duran
Apprentice
Karina DuranApprentice
asked in Analytics, Reports & Dashboards
Change of case type in reports

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!

181
A
Community Debut
3 years ago

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