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Hi, can Freshdesk report on specifically what issues our customers are logging? Eg. I'd like to know how many feature a specific product. Of those products how many feature a specific complaint etc. I see most of the standard reporting appears to be around how well the agent handles the call, how many they handle, timing etc. I'm much more interested in determining what problems our customers are having and therefore how to resolve them, thank you.

Hey Jane, 


I am converting this topic into a ticket so that we can discuss about your workflows in detail and suggest the right reporting for you.


Anna





Hi,






Posting the answer here for the benefit of a wider audience. You can use the Type field to define the different type of requests/problems that your users would raise tickets for. You could then report based on these entries using the Helpdesk in Depth report .






Cheers!



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