Analytics

Is there a way to set and/or schedule a report that shows the chart widget’s data (as seen when viewing the underlying data)? I’m aware that you can click on the widget, view the underlying data and export. But in my case I need to prepare certain reports that show the data in table-style, rather than charts.

While creating a analytics report under Assets, we do not have the option to have “Type of OS” under Group By as a filter which is a major concern for us. Considering how mature FreshService is a product, this functionality should be there under the report. There are multiple use cases that can be found with this feature and many other fields which do not have this functionality due to data type limitations.

I'm trying to create a report with a tabular view. I need this report to be reported to a requesters email adress. The tabular view should at least contain the following culomns; ID Subject Description <custom field> Is this somehow possible to create? Others ideas would be great as well. Thanks in advance!

It appears this topic was broached in the past but closed. We use the Time Entries API to assist us in tracking time and invoicing our clients. However, Freshdesk does not track deleted time entries. To hear that they the database is not configured to persist records, but rather deletes them all together, is a poor practice. I was told it was to manage data load, which I do not accept for the rare occurrence of a deleting a time entry. There needs to be an “IsDeleted” column so we can sum our records and take deleted entries into account for reporting. With the insistence that it is creating more of a data load, my alternative is to run full paginated time entry API transactions to call ALL Entries. This forces me to truncate my whole table and rebuild ever time it runs, rather than some basic small daily runs. As my time records grow, I will quickly run out of API transactions which seem it could be more costly than an additional row of data for deleted Time Entry. If you are using th

We have a widget for Average Resolution in Business Hours (our Bhrs is 700-1700 M-F). The metrics shows in days and hours, but given our business hours are only 10 hours, how does it show 17 hours….. So this makes me think it is displaying in 24 hour clock, so really our resolution time is actually 6.5 days (2days=48 hours + 17 hours=65 hours divided by 10 hours to get 6.5 days). Is this accurate? And if so, is there a way to change it to reflect business hours days instead of calendar days even when using business hours to calculate???

Removed due to incorrect product section

With the new Freddy self-service email bot, we were curious how many tickets customers are closing themselves now that they “have all the answers.” Is there a metric or filter in reporting we can use to show tickets closed by customers?

Hello All, We want to create report to display all mereged ticket but when I applying filter on report its not showing any data. However we have few merged tickets created in our application. I need some helpful advice to rectify this issue. Thank you Regards Shyam

This question was asked a few years ago by bhota, but it did not appear to be answered. A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application. The field Resolution Time in Bhrs is imported as a whole number and shows a number like 58453000 which does not make any sense because the ticket the actual data is something like 16hrs 14mins It imports as a whole number and when you try and change to a time it errors out

A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application. The field Resolution Time in Bhrs shows number like 58453000 which does not make any sense. Foe the same ticket the actual data is Created Date - Dec 6, 2021 9:45 AMClosed Date - Dec 10, 2021 7:36 AM Time taken - 16hrs 14mins However in the report the Resolution Time in Bhrs is 58453000. This field shows similar big number for all tickets.

~Please move to Interest Areas - IT Asset Management. Tried posting there originally, but got an error saying I did not have permissions.~ I have been running into quite a bit of trouble recently regarding locations for assets. Below is an example of how one might organize their locations. Country - State - City United States - Alaska - Juneau United States - Alaska - Anchorage United States - Alabama - Montgomery Let’s say I wanted to run a report showing all the assets that are located in Alaska. While you can select the parent location in the filtering option for report, it will not show the data for the child locations. So if there are 50 assets in Juneau, 20 in Anchorage, and you select to filter by Alaska, it will display 0 assets. Each parent location is also treated as a location in itself. So the only way to have assets display under Alaska would be to assign it to that state. It could not be assigned to a child location under that. The same goes for country. If I wanted to so

We are using Freshservice product and one of the challenge is to have agent wise overall volume handle report for a given month. We can get the received tickets however it only shows open and closed by the agent ( In their bin) but it lacks the visibility of tickets which are escalated to different groups. How can we see monthly ticket volume handled by agent which they escalate to next level teams.

There are two metrics you can use in Analytics that sound almost the same, but when applied give different results: Resolution time in calendar hours Resolved tickets lifetime in Calendar hours What exactly is the difference?

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Hi, we use a data export to make an invoice to our customers. Each Asset and each Software Installation (Saas oder Device Installation) has a price. We use an asset export currently because there we have the user, his company, the assets, the software and the prices. Our problem is now, that the SaaS Software, that is assigned to the user shows on every asset in the export. I need to have the software only once per user. How can I manage this? Thanks in advance!

Hi I am trying to create a report in Analytics for Major Incidents, however, when I try to apply a filter, Major Incidents does not appear as a choice?

I would like a way to see all tickets closed by an agent in the last 180 days.

Today, when exporting from an analytic “underlying data” export (either direct or via email) we are seeing random news stories injected into the CSV? it’s not anything locally doing this, as comes direct from FreshService (and we’ve checked the attachment in isolation at the mail gateway) - so something odd going on…. Anyone else seen this?

I’d like one of my agents to be able to add a chart of their own ticket stats to their ‘My Dashboard’ page, but am struggling to work out what permission they need to do this in their role / admin role, without just giving them full report permissions.Any ideas?

Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.

Hi! Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics. Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.

Hi I am trying to create a graph to show bookings of loaner devices over a period of time. I’m trying to group by the loan date. At the moment I have only been able to group by the requested date which could be several weeks in advance. Can anyone advise what i need to change to get this for loan date. I think i need to update something in the filters to get an option for me to select the group by dates thanks​​

Hello! I am currently building out a report and I am curious to know if anyone has any recommendations for me here. I am looking for a widget that calculates the Average Time until Ticket Assignment, and I am just not able to figure it out correctly. The unfortunate thing here also is that I would like it calculated in Business Hours rather than Calendar Hours. I build a Custom Attribute [ # Time to First Assigned ] - that takes the DATEDIFF_SECONDS (Assigned Date, Created Date). I have built a Custom Metric - that takes the AVG of ( # Time to First Assigned ) While this is displaying accurately, I am beginning to think that it’s counting Calendar Hours as well, where I would only want to see Business Hours. If there is anyone who can maybe give me a pointer or a way to do this, that would be awesome! I find it kind of silly that there isn’t already a built-in attribute for this, but alas (unless I am completely overlooking something - please let me know!) Thank you in advance!

While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don’t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn’t mess up my report? The data point in question is in light blue below The screenshot below shows the metric, time dimension and group by filter for better understanding

Hello, I referred to these two documentations 50000003101 and 50000001123 to connect two BI tools (PowerBI and Tableau) to a data extract I created. I used my API Key for Username and provided blank for password as instructed. I also checked Analytics page to confirm the data/report was certainly generated and i can download it using that page. However, connecting it from BI tools would run into below errors. Error from PowerBI: Details: "Web.Contents failed to get contents from 'https://helpdesk.[domain name].org/api/v2/analytics/export?id=223adc3d-52fd-4bf5-b518-17f1216fedeb' (404): Not Found" Error from Tableau: An error occurred while communicating with the data sourceThe web data connector returned invalid data.Error Code: 95BE3012Either invalid data are present or required fields are empty for class TableInfo. Required fields and respective data types are: { (Name : 'id', Type : QString, IsRequired : true),(Name : 'columns', Type : QVariantList, IsRequired : true),(Name : 'alias'