How do other customer support leaders generate reports to show basic things like total tickets resolved per month and by agent? 

Freshdesk analytics, while robust, is very confusing and gives different results and they have very similar but confusing metrics like TICKETS, TICKETS RESOLVED, TICKETS CREATED etc. I would like to build a report that simply tells me how many tickets were resolved in a month (or any date range) and also report the same by agent.

I’ve opened a ticket with freshdesk support and it looks like even they are not sure since we were able to replicate the inconsistency when I screen shared with them.

Any ideas on what metrics I should be using? thanks!