Forum Reporting

Jamie, you got anything specific in your mind which you would like to see in the Forum reports. We would like to understand more in detail about your requirement. 

Essentially, I'd like to see the same reports that are available for tickets available for forums and solutions.  

I don't think we will be utilizing the tickets feature (as we already have that in place), so our customer interaction will be strictly with forums and solutions.  

Being able to view reports across the FreshDesk platform and filtering on the type of content (forum, solutions, tickets) would give us the ability to see statistical information across those platforms.  Right now, the reporting is purely ticket based, but with taking a more collaborative approach with our customers vs. a ticket approach, we need this!

We would want to see where the activity is occurring within these features as well as be able to see the same level of interactions that are occurring.  This would help us determine areas where we need to provide more information and what features are most talked about etc.

What I imagine is having a filter at the top of the reports page that would give you the option of running reports on solutions, forums, tickets or all with the same types of reports to drill down into the content as you can for tickets.

The all filter would give you reporting/statistics across all modules so you can see at a glance where activity is occurring for either all customers or only certain customers (which means we would like the ability to filter by selecting certain customers, not only just one customer).

In addition, our goal is to increase collaboration with our customers with where our products are headed, what their needs are etc.  By incorporating the 'gaming' feature with the forum, as an example, it might give our customers the push to be competitive as we could offer prizes for their feedback and use of the system, just like we can currently for agents interaction.

I hope this helps clear up my request, feel free to ask any further questions if needed.

I would like to see popularity of requests, usage of knowledge articles or solutions. 

The questions I need to be able to answer are:

• How helpful is the support portal?
• Are customers using the support portal?
• Which solutions are most helpful?

Thanks for detailing your requirements and sharing some valuable feedback, really appreciate it. Currently, we do not have plans on building reports for forums, however I will make a note of your requirements and add it to our roadmap list. 

On the solution module, we already have plans to build reports that will showcase the search pattern within the knowledge base which in turn will provide more insights about the usefulness of the KB. We do not have an ETA on it now as we are currently in the initial stage and we will keep you all posted about the progress. Thanks.