Analytics

I created an analytics report and scheduled it to go out on Monday mornings to a small group of agents. The report is not getting emailed. Is there log file I can check or something within FreshService I can check to see why the report was not emailed out. I can open the report in FS and choose “Export to Email” and that works, and I receive the report.

Has anyone else encountered this issue?I've been experiencing it all day – both in existing reports that I try to edit, and in newly created ones. Whenever I go to Table View and click "Edit Column", the widget crashes with the message: "Something went wrong". I cannot pick any column, it just crashes. 1. 2. ​​​​​​ 3. Adding any additional filter (like time range) doesn’t work, it doesnt work on other accounts in my company also.

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.

Using Freshservice Pro Plan. We have a nice chart showing each hour of the day and how many tickets were created at each time. But how can we create a report that simply shows tickets created outside our service hours? Yes, we manually add them up from the chart referenced above, but we want a separate report that does this math for us. For example, all tickets created M-F, before 06:00 and after 19:00 and at any hour on the weekends?

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

Bonjour suite à un export Excel, il manque les dernières 665 lignes d'analyse d’un fichier de 3900 lignes sur FRESHWORKS

Afternoon All, I’m fairly convinced this isn’t possible, but our business is in the process of reviewing our workspace configurations, and we’re looking to see if we can report on ticket movements between workspaces (to see if our implementation matches the use case for WS’s). Is it possible get an idea by report or otherwise as to how many tickets moved where, and possibly which direction etc.? TIA

In Analytics, Service Desk Review curated report, I have set a time period, chosen 3 groups (hit Apply), and run the report. I see the results on the screen. When I go to export or download the report, the results I receive are the “defaulted” 30-day view instead of the results with the filters that display on my screen. No matter what group I choose, I get the "exact same, wrong" results in the downloaded version. Am I doing something wrong or is there a flaw in the report?

Hi, We are happy to announce that a new ‘How to...’ section is now available on the Freshworks Analytics knowledge base. This section includes solution articles that provide step by step procedures to achieve a specific task. To start with, the following articles are now available for your perusal. How to group data by more than 2 attributes? How to create a custom attribute by combining 2 attributes? How to group by conditional fields? You can access the new section here. We intend to add more such articles in the coming months. If you have any feedback on these articles (or any other article in the Analytics knowledge base), please post them as a comment to this post. Additionally, if you have ideas on what documentation you would like to see or what the community would benefit from, please post them here as well. We’ll do our best to get them created. Thanks and regards, Amrit

Hey, maybe someone has encountered this issue and found a solution. In Analytics (Interactive filter), when I set a custom date range with time from 6:00 AM to 2:00 PM, the report shows no data — but only if my profile is set to 24-hour format. If I switch the time format to 12-hour (AM/PM) in my profile settings, it works fine. It also works if I set a custom range that stays entirely within AM or entirely within PM, but not across both. Our team works in 6 AM to 2 PM shifts, so this is very inconvenient, especially since we use the 24-hour time format in Poland. On the screenshot , I'm selecting a range on the same day, from 6 AM to 2 PM — so it should work. Has anyone experienced the same issue or found a workaround? Maybe there is option to set the filter to 24h or any other solution

Hi guys, is it only me or you guys ever face these challenges before? I try to export data to csv file, and returned with this error on the top right corner. Something went wrong. Please try again later. Chatted with bot, cleared cache, cleared browser history, relogin to email and freshservice, yet issue persist. Really appreciate your advice here.

Hey, does someone know solution to get custom fields into the interactive filter? I can set up filter for whole page based on custom field. But I need to be able to filter each one on one page. Not doing separate 3 pages for each case. So ability to pick Transfer TD1 DTF, TRANSFER INO, etc. in my case from one widget. But even if I set those values for page filter I dont have any option to set it in Filter Configurtion Interactive filter widget: Page filters:

Hi everyone, We run a professional B2B debt collection agency helping businesses recover outstanding invoices efficiently. We’re exploring ways to optimize Freshdesk for managing debt recovery cases—from tracking overdue payments to automating follow-ups and integrating legal escalation workflows. Has anyone here successfully customized Freshdesk (or any Freshworks tool) for debt collection services? We’re particularly interested in: Automating follow-ups based on due dates Managing multiple case files per client Integrating payment portals for faster settlements Any insights or best practices would be greatly appreciated! Also, if you're interested in professional debt collection solutions for businesses, feel free to check out Wagner Inkassoservice. Thanks in advance!

Hi all At the recent “Transform Service Delivery with Freshservice Analytics” webinar a “DEMO: Service Desk Overview” report was shown. The report had a widget which should the total number of tickets resolved in the selected period and the percentage change from the previous period. I can create a widget showing the a total number of tickets resolved in the selected period. However, I don’t know how to produce the % change from the previous period Any ideas?

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

~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?