Good morning,
I write because the customization capability of the dashboards is extremely limited. We cannot create dashboards according to our needs.
We would like to be able to modify the main Dashboard, or if not possible, at least to be able to make a copy and modify it.
I also suggest that you can add banners to the dashboards (text widgets, if I may)... I suggest removing the limitations on the number of widgets in Dashboards. And that the SLA statistics can be customizable.
Greetings,
+5ISSUE 1: Bar Chart & Donut Chart - do not show same data when same list and group access is selected.
If I select a BAR Chart to show tickets by Assigned or by Status (or likely by anything else), I see all agents in the system, not just the agents in the workspace and All Statuses in the system, not just the statuses used by the workspace.
If I select Donut Chart to show tickets - I see the correct info- only the agents in MT Assigned and or Statuses being used in Maintenance.
ISSUE 2:
Can't assign a Dashboard to multiple groups within a workspace. Our Maintenance workspace has 5 groups - but can only assign one group per dashboard. Our Maintenance workspace also has a group of Canyon managers that oversee 3 workspaces - Utilities, Maintenance, and Landscaping. I can only add one group to the dashboard. Need to be able to add all three canyon manager groups to one dashboard so they can oversee all workspaces in one dashboard. We also would like to have 1 maintenance dashboard for the agents as standard, but because we can only add one group to the dashboard, this is not possible.
ISSUE 3:
Our Canyon Managers for Maintenance would like to see Avg Resolution and other time widgets by Group - there are 4 groups in Maintenance that can be assigned tickets. The system, however, after adding 3 widgets for the first 3 groups, grays out and won't let me add the 4th group widget.
ISSUE 4:
We have automated tasks that are assigned to a group and then the group decides who to assign the task to. Problem is, we can't add a widget to the dashboard for MY GROUP Tasks, even if we have a filter build like all other widgets.
ISSUE 5:
We are limited on the number of widgets we can add to the agent dashboard so they can’t see all the tools they need from one dashboard.
+1it is time for Freshworks to turn around and develop Freshdesk to be more user friendly and not going back in time and make things more time consuming and old fashion. I understand Freshworks want us to use the analytics reports, this feature is fine if you are in a management team and want (and have time) to dig into the numbers, but for the agents that do the work, they need to focus on the customer service and need quick and easy dashboards showing important statistics to improve their SLA. Frashworks have not prioritized this part and have thus gone backwards in time on the development. For those of us who use Freshdesk only as a pure communication system to have a good overview of tickets and focus on customer service, we do not see any development of the system to improve the efficiency and help to improve the SLA. For agents to become better, statistics must be more visible and dashboards are very important to quickly see important information. We have so far not used the Analytics reports as we do not have time to use them. We have asked for the SLA to be added to all personal dashboards since 2019, but instead of developing this part, SLA data and features has just been removed. I am very disappointed with the system development so far since we started to use Freshdesk. It seems like freshworks focus more is to have a wide selections of system/solutions, and not quality and proper development of the solutions that they have.
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