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Customer Facing Reports

Related products:Freshdesk
  • November 14, 2017
  • 6 replies
  • 31 views
D
Contributor
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Hi


Freshdesk has no decent Customer Facing reports that export to PDF well.


We would like to see a report added to Freshdesk that has the following


Summary of How we performed against all the tickets logged that month for that customer

List of Tickets Logged that month with the Subject, First x number of characters from the Body of the initial ticket, last response, date and status.


The alternative would be to allow users with access to view all tickets for a company to run a report directly in the customer portal.


Cheers

David


6 replies

J
Apprentice
  • joe_20212
  • Apprentice
  • January 10, 2020

Any movement or solutions for this that you came across?

D
Contributor
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  • david.barrett
  • Author
  • Contributor
  • January 10, 2020

Unfortunately not

C
Active Contributor
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  • chris.barker
  • Active Contributor
  • February 3, 2020

You can do this in Analytics now, but would need to build the report you want, export to PDF and forward on to them - it's not something they could generate on the fly themselves.


Analytics is looking pretty good now, we are waiting on one more feature (custom text fields so we can include manual insights into the data inside the report itself) then we will be able to use Analytics for all our customer facing monthly reports.

suprabha.somanathan
Community Debut

Folks!


At present, the customer side of the portal in Freshdesk offers an 'Export tickets' option for the customers to have the tickets submitted by them exported along with the desired ticket fields. However, a deeper technical report such as a report in Analytics is not extended on the customer portal. Alternatively, you could save or create a report in Analytics filtered by the tickets raised by a specific customer or a company and the same could be scheduled to be sent out directly to the preferred email addresses in the desired frequency too.


Hope this helps! 

Suprabha, Freshdesk Community
C
Active Contributor
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  • chris.barker
  • Active Contributor
  • April 14, 2020

There's a guide here on creating a useful customer-facing report in Analytics: https://www.linkedin.com/pulse/leveraging-freshdesk-analytics-part-1-chris-barker-1f/


Chris

suprabha.somanathan
Community Debut

@ChrisAmazing job on the article! Thanks for sharing it here.

Cheers :)

Suprabha, Freshdesk Community
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