Analytics, Reports & Dashboards

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

There are two built-in 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?

Hello, do you have some solutions to make some calculations in analitycs? For example, we have information about amount of improving files, we would like to show how many files were improved, but not the created tickets - according to the number in custom fields of the ticket.

Hi Where 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 - Total Filter 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 a commercial business, it’s likely

Hi All, New user here. I am setting up our dashboard and I’d like to be able to display Urgent and High Priority ticket numbers, but when I set this widget up, it showed me a count of 5. I knew we didn’t have any open tickets that were urgent or high priority, but realised it was showing all of them, which included the 5 closed ones. I can’t seem to find a way to filter the widget to only show those tickets that are not closed or resolved. Any help is much appreciated.

How do i check the Contacts useage. due to GDPR guidance?For example, Client 1 has a account, but hasn't used it for 1 year.Is there a way to export a list of these accounts that meet a certain threshold? and if yes, is here a way to do this automated?

Hi all, for our groups, for example we have sales/purchase orders and general/system updates. Is there a way for us to extract the words purchase orders and system updates only (after delimiter /) in the custom attributes formula? Trim doesnt work as the length of character before / can be different. Seems like it is lacking in a FIND function.

Hey All, I wanted to check in here because my team and I have been dealing with this issue for a long time. Whenever we receive a negative survey, I always follow up with the customer to see if there was anything more we could have done. In almost every case, the negative survey was submitted by mistake, but there’s no way to reverse or cancel it without deleting the ticket—which we don’t want to do, as we’d lose valuable ticket history and summary information. One workaround I found is to reopen the ticket after confirming the survey was a mistake, send the customer an email letting them know I’m "resetting" it, and then mark it as resolved again. This triggers a new survey. However, instead of replacing the original response, it just adds another survey to the results. This creates issues with our metrics and analytics. Right now, the only way to address it in company meetings is by showing screenshots of the customer’s response confirming the mistake. I’m wondering if anyone has fou

If our company has support groups in different time zones with different defined business hours and I run a report for average ticket resolution time in business hours, how is the calculation done with respect to these groups? If they work on the same tickets will it be based on the group affiliation of the person resolving/ closing the ticket, or?

Hello all, In our company, dashboards are a widely used functionality among the different departments. It is a key element in the day-to-day work of the agents. On several occasions we have encountered a bug in which ghost tickets appear, i.e. the dashboard shows us that X person has a ticket. But when we click to go the list with the ticket, no ticket is there: As I have said, this bug happened tu us repeatedly, and 2-3 days latter is back to normality. Has this happened to anyone else? And do you know if there is a way to fix it? Thank you in advance and best regards, David Carvajal

Dashboard numbers colors We need the color GREEN for dashboard numbers. As simple as it sounds, my team works better with numbers and I have noticed they hate not being able to get their yellows to Green. They see Red, and they work hard to get them to yellow, but that’s it.

Hello, We are currently using the "Out of Office Schedule" feature in Freshdesk and have implemented automation rules to prevent tickets from being assigned or reassigned to agents who are marked OOO for more than one day. However, we’ve encountered an issue: when a ticket isn’t reassigned as per the rule, it’s difficult to determine whether the rule isn’t functioning correctly or if the agent simply forgot to set their OOO status. Could you please advise on the best way to check or audit the OOO status of agents to confirm if the automation rules are working as expected? Additionally, are there any logs or reports we can use to verify these scenarios? Thank you in advance for your assistance!

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.

Within a fixed period or last 7 days I want to be able to list all tickets and who was the first agent to respond to the ticket. I cannot find a curated analytics report that shows this, only who the current agent is. How have others been able to do a first responder tally by agent?

Is there a way to produce a report with median resolution time, an average resolution time of 90 percentile? 1 in 20+ tickets we receive will take significantly more time for whatever perfectly legitimate reason, and I’d like a report to be able to reflect the more typical experience a customer receives for typical incidents and requests.

Hello everyone, I have been scheduling exports at my workplace but they are sent as text files to my colleagues. How can I change this so that people receive a CSV or an Excel workbook instead?

We are trying to be more consistent with making sure our team members are booking time to the tickets they work on. I would like to build an Analytics report (or a Freshdesk view - that would be fine too) that shows all resolved tickets that do not have any timesheet entries against them. I’ve had a good look through all of the example reports and tried to build one myself, but haven’t had any joy. Is anyone able to point me in the right direction for this? Has anyone done a report or view similar to this?

Hi Freshdesk Community, I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows: The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected. It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this? Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated! Thanks in advance for your help!

Hiya, I need some help around Dashboards, please. I want to create a new dashboard where the widget can point to a report/reports I have created. I have the following reports that I want to use on the dashboard Report that shows tickets that have not been responded to where 1 hour has passed Report that shows all current outstanding tickets (with specific filters around status) Report that shows all tickets over 30 days old When I create the dashboard and add a widget, all I get are the inbuilt choices, nothing seems to point to using a report as the data, or to have the same analytic choices/filters to display the above report info. Can anyone kindly point me the right way on how to achieve this, please? Thanks ​​​​​​​

I need to be able to report on activities created by Agents. Filters should be by Agent, Date and client Header level is fine but i need to be able then drill into the ticket id to view the content Is this possible or can it be added as an enhancement request please

The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them. Similar for asset analytics... I cannot show the PO associated with the asset. We need to report on this on many objects related at once and not have to drill into each asset to see the related PO. In other words we need to see all assets associated with a PO in one pane of glass.

Hi I am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

Alguem sabe se é possivel, no freshdesk, criar um relatorio que exiba a média de um valor cadastrado em um campo dos tickets ? Ou se a plataforma tem alguma alternativa pra isso ?

I’ve created a number of custom reports in Freshdesk Analytics with Filter widgets included, for example filtering by agent, status, or ticket type. I would like to be able to download the data with those filters applied, as the data appears in the UI. The current export is providing me with all data for the report as though filters were not being applied. Is downloading filtered data an option in Freshdesk?

I am creating an Analytics Report to capture Tickets Open for the Prior Month. Meaning, as of the last day of the month, how many tickets were open. We want to capture this information for trending purposes. As recommended by FD support, I am using the “Unresolved Tickets” Metric. The resulting count and CSV include duplicate tickets. So the counts and csv file are not accurate for the actual tickets that were Open for the prior month. How do I get a reliable list of tickets that were Open as of the last day of the month?