Report - Agent name with group by option

  • 10 August 2022
  • 1 reply

Hi there,


      I am new to freshservice and would like to create a report which would shows the current ticket status with category, status and agent name.  However, the first thing that I noticed is the “Group by” only allows 2 fields max and I couldn’t find agent name under Ticket matrix.  Please advise.



1 reply

Userlevel 4
Badge +4

Hi Cowby,


A workaround for this, if you have a maximum of 4 status’, would be to create multiple metrics in one widget. i.e.

Metric one: Filter by Status is Open.

Metric two: Filter by Status is pending. 

and so on…

Group by Agent, Group by category


If you have more than 4 status’ you could duplicate this widget and have the multiple widgets running side by side.