I have several monthly meetings with our customers to report on our helpdesk performance. Thanks to the great Analytics tool, I have compelling reports to show them about how we continue to give them fantastic support.
However, all I really need is for them to have access to such a dashboard themselves. I build the report for them, and share the link with them. They can access it anytime and it would save my team a lot of work.
As an example, it could be made a part of the customer portal - where I can not only raise a ticket or find an overview of existing tickets - but access a dashboard based on a report assigned to the specific customer - allowing me to fully view the report just like an analytic role can from the agent side.
Open : Open for Consideration
Publicly shareable links for accessing Analytics reports
+5- Top Contributor ⭐
+8- Community Manager
By ‘publicly shareable links’, do you mean that these links should be accessible only by users who are created as authenticated users in Freshdesk OR anyone in general, even without being added as a user in Freshdesk?
+5- Top Contributor ⭐
Ideally, there are some kind of access control - right? Because you want to be able to control who can see the report.
I might make sense to control that visibility on user level in Freshdesk - or by other means, like any google file where you either make it publicly available, reserverd to your org or limit it to only the added emails.
+14- Top Contributor ⭐
By ‘publicly shareable links’, do you mean that these links should be accessible only by users who are created as authenticated users in Freshdesk OR anyone in general, even without being added as a user in Freshdesk?
Same is needed in Freshservice, use case is that you can have a report on a public monitor
+8- Community Manager
Thanks
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