Skip to main content
Closed for Voting

Addition of more advanced / customisable reports on "Garden" plan

Related products:Freshdesk
  • July 1, 2012
  • 8 replies
  • 61 views
G
Contributor
The 6 reports provided in the "Garden" plan are fine but I do not think they are "Advanced Reporting".........

Please could you confirm when more options will be available in the reporting suite? - this is a high priority as any good helpdesk is only as good as its reporting.

For example the Helpdesk Activity Report (or another new report) needs to be able to include other fields so you can report on perhaps the affected area of a ticket from a customised field.

We have a customised field called "Affected area" which includes Hardware / Software / Server / Desktop / Laptop / Access Rights etc.............. to categorise the type of helpdesk requests and we would like to be able to get "some" reporting out of Freshdesk but you cannot choose this field in any report.

The report layout for the Helpdesk Activity Report is quite nice but only includes "Type" and / or "Priority". Please can you allow *any* fields to be added in and that would be a real step forward? to be able to report / show Tickets by xxxx
 
Exporting some data out in CSV into Excel is fine but some level of reporting (especially on the Garden plan) should be available for the extra cost.............reportsbyxxxx_10679.jpg

8 replies

V
Contributor
Hi Gareth

Point taken and already in Dev mode :)

Our developers are already working on enhancing this and we will be implementing the reports functionality very soon. I have already raised on custom ticket fields in the CRITERIA section for filters. Since we already have the EXPORT REPORTS in the Tickets section, we will be moving to this to the REPORTS TAB for better visibility and ensure customers use this effectively

regards
Vijay
P
Contributor
  • pault
  • Contributor
  • March 13, 2014

Hi,


It's been 2 years since this post, where is this functionality. All I can see in report filters are the static fields. My custom fields don't show up. It doesn't even show custom fields in the tickets page so we can filter tickets by a custom fields. Can you please advise when this will be available, it's almost a deal breaker for us as the reporting is extremely inflexible.


Cheers

Paul

S
Contributor

Hi Paul,  


My apologies for the late reply.  


We are currently working on customized reports where reports can be generated with custom parameters. We have even put this on our road map, heres a link https://support.freshdesk.com/support/discussions/forums/290448 


Though i don't have a concrete ETA, I can assure you that we are working on this.  


Thanks 





C
Community Debut
  • charlie_14432
  • Community Debut
  • August 5, 2016

Any update on this one? I can see that 'Customized Reports' are marked as in planning :-) Also that old reports are now no longer available (after 3rd Aug -16). Any hints on what the new reports will include on the Garden plan? 

bharath.chakravarthy
Skilled Expert
Forum|alt.badge.img+3

@Charlie


On the Estate plan onwards, we now have the option to schedule ticket exports automatically either in a JSON or CSV format. Although we do not have the option to build custom reports within Freshdesk yet, you can use this data dump to build your own pivot tables or reports on any BI tool.


If you could help us with a brief explanation on the metrics you are looking to generate with the custom reports, we can probably point you in the right direction.


Cheers!

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


The reports can now be filtered using custom dropdown fields/ tags added to tickets. For more information on the availability of reports per plan, please read reporting features for each plan.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
Kane
Community Debut
  • Kane
  • Community Debut
  • April 26, 2026

Just as a gardener needs to know the exact nutrient requirements of a specific plot to see results, a helpdesk manager needs to see exactly where the "bugs" are in the system. For instance, if you were using a fertilizer calculator to manage a landscape, precision is what prevents waste and ensures growth. The same logic applies to your helpdesk: if you can’t report on "Server" vs. "Desktop" issues specifically, you can’t allocate your "nutrients" (technician time) effectively.

boothcoolapk
Community Debut
Forum|alt.badge.img+1
  • boothcoolapk
  • Community Debut
  • July 14, 2026

The Garden plan now includes more advanced and customizable reports, making it easier to track important landscape data. Users can choose the report details they need and view information in a simple, clear format. With PureLandscapes, creating useful reports is faster and helps improve planning and daily work.

Terms of UseAccessibility statement