Freshdesk – Manchester User Network

Hi I manage a small team handling customer support at my job. We use Freshdesk so I have about 8 years “experience” working with it. I hated FD Analytics at first because it was so convoluted to get data I could get easily in the legacy reports. The Agent Performance Legacy Report is a good example. I use the report weekly to view stats and monthly when I give a report to my boss. I only need to really see Cases assigned, cases resolved, and responses for each agent. I have struggled finding an easy way to translate this into a report in the new Analytics specifically because there isn’t any way I can see to run the report for the ‘previous month’ like I can in the legacy reports. I have to manually select the date range every month. Not a huge deal but not super friendly for people who are less geared towards analytics, like me. While I would love for someone to tell me how to create a report like that, it’s not the main question I have. The main question is that we have one type of c

Hi Manchester Group. Could anyone advise me how I can hire a freshdesk expert to set us up? Honestly i find all this confusing and just need it correct from the start so seeking a expert for a freelance project. Also looking into the fresh sales to see if this will help my team!

Hi All, Im new so please be gentle with me. I need to re-create the agent performance Report within my companies Power Bi application. I’m struggling to find out what the logic is for Tickets Assigned to each agent as I cant seem to get my numbers to match up. We are calling an API from Freshdesk on an overnight refresh basis. Also if anyone has any other useful Logic for the Agents Performance Report metrics, I would be most grateful. Andy

We're super excited to be hosting our first event User Network event in M anchester and we can’t wait to see you there tomorrow! 🎊 Get ready to experience product learning sessions with experts insightful discussions with peers in the industry networking opportunities with other Freshworks users Date: Thursday, October 13, 2022 Time: 9:30 am BST onwards Venue: The Storehouse at Whitworth Locke74 Princess St, Manchester M1 6JD, United Kingdom Google Ma p Agenda: 9:30 am: Registrations 10 am - 10.15: Introduction 10.15 am - 11.00 am: Product Roadmap 11.00 - 12.00 pm: Discussion Groups 12 pm - 1 pm: Demos + Networking + Lunch Delight multiplies when you share it with your peers. Bring your colleagues along for insightful conversations and networking. RSVP here (if you haven’t already). We look forward to seeing you at the event! 😁