We use Freshdesk to handle customer services in our mail order business (we manufacture and sell food). I find that all the reports in Freshdesk are aimed at the management of the Customer Sevices team and agents; from what I can see however, it is unable to help the non-CS people in my business who ask questions like: Which products are consumers complaining about? Are we seeing fewer picking and packing errors? How many comments have we received about our website? As all our cusomer interactions start in Freshdesk, I would have thought this type of analysis was fundemental, but have not been able to work out how to do this. Am I missing something?