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Allow Prompt to Update Report Values

Related products:Freshdesk
  • January 12, 2017
  • 5 replies
  • 25 views
V
Apprentice

Doesn't really make sense why reports only update every 4-5 hours.


Please implement a feature that allows one to update reports to provide more insightful information.


I can give two immediate examples for why this is mandatory:


a) your staff is underperforming and you want to examine their work for a given day.

b) you launch a special promotional event and aside from global tickets outstanding, there is no way to see how many tickets are being created and resolved - being that such events cause new scenarios, new conversations, you're unable to gauge exactly how long responses and resolutions will take. Allowing live reporting will let you act on information that will help you allocate extra agents to this event, reduce your budget or other push-marketing, etc.. etc...


This is by no means an outrageous request. Every single software we currently use allows one to manually import/update/renew information available. Why not FD?

5 replies

J
Contributor
  • jacob_14607
  • Contributor
  • January 12, 2017

I think it's a great feature and I'd like to use this too  ;)

S
Contributor
  • simon.bradley
  • Contributor
  • February 25, 2017

This is essential as it is not allowing for my team leaders to actively monitor performance.


Please consider this as a priority.

E
Contributor
  • eiren.smith
  • Contributor
  • June 26, 2017

This is important to my company as well. We need to get end of day help desk statistics each night. If recent ticket status changes are not included, we can't do our nightly reporting. It's not an option for us to do the reporting the following day.

S
Contributor

Hi Mr Smith.


I have noticed that if you export reports on a schedule they do appear to be realtime (to the hour). So if you schedule the report for 5pm (or whenever the shift ends) this should give you more real time stats. 


Its still not ideal but should hopefully help.


Simon

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

Hello,


The reporting data refresh frequency varies based on the plan that you've subscribed to. The refresh frequency is as low as 30 minutes in reports in case if you're on the Forest plan. To know more about the refresh frequency and features available across the plans, please check this self-help article.


Cheers!

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