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.
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.