I want to be able to have for some specific customer per customer an overview - dashboard :
- number of solved tickets
- did we meet the answer SLA
- did we meet the resolve time
- number of open tickets
- product repartition of tickets.
Basically it come down to a quick view for a customer to discuss the company performance on support. It seems that there is nothing in this area so I am a bit surprised that we are the only ones ..
There are no reports or dashboards exposed to the customers on the Freshdesk portal yet, where the customers can understand how efficiently their tickets are being managed.
There could be specific custom ticket views created, applied with the customer names or company names (only three company names could be added at once) as filters and the same view could be used for all the widgets in a team dashboard.
For a much detailed perspective, you would be to apply requester names and company names as filters to a cloned ticket volume trends curated report in Analytics, making sure all the metrics rendered in the report account for this specific contact or company. You can also have the same report scheduled at the desired cadence to be sent out to a list of email addresses.
Hope this helps!
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