As a first time Freshdesk user, I had some issues when using Reports & Analytics for the first time.
I realise that the Analytics feature is really designed to be used from within the tool, and be interactive, so you can filter and sort data in any way you would like to from within Freshdesk (slice & dice ‘on the fly’!).
However - we need to produce reporting packs for our Execs & Customers who don’t have the ability to go and look at Analytics, so it is necessary for us to create certain bespoke reports (which contain Analytics graphs) and schedule exports out as PDFs from the tool, in the form of ‘reporting packs’.
When creating these ‘reporting packs’ I inadvertently created multiple duplicate copies of one of the Analytics Widgets - this is because I cloned it, but nothing appeared to happen, so I tried it multiple times, with the upshot being that I was left with 5 copies of the same Widget, which I could then not delete.
To try and get round the issue, I attempted to make each of the Widgets do something different from each other, to give them each a purpose, and then I attempted to ‘rename’ then at the same time. Instead of renaming the EXISTING Widget though, this activity created yet another new Widget, and the previous Cloned Widget still existed. Then I repeated the operation several times, including as part of testing conducted on a call with Freshworks, to demonstrate the issue I was having. This ultimately resulted in me having essentially 15 copies of (more or less) the same Widget, which is clogging up my ‘Existing Templates’ list, and slowing down performance - on one occasion it took 15 minutes to load the list up.
Also on the call with Freshworks I asked if their Admins (once granted a Day Pass to access our instance) could delete the unwanted Widgets on my behalf (since there was not an option for me to do this, despite being Account Admin), however I was told that this was not possible and to raise an Ideal.
Therefore - this is the Idea that I am raising - which essentially is to ask for the ability to delete unwanted Widgets (I will refrain from creating any more new ones too, now that I know that feature is broken too).
Many thanks,
Emm
