I'm still trying to evaluate if the reports in Freshdesk are worth the additional cost.
I may be unique, in that many of my tickets stay open for a long time in various stages. For example, we have a custom stage "Fix to be delivered", but due to delays in our customers' IT deployment side, it could take many months for it to finally move to Closed status.
It would be interesting to see the breakdown of our tickets by status. Ideally, it would be good to omit certain statuses (example, our "Fix to be delivered" status).
The Help Desk Load Analysis report is close to the presentation that I'm looking for, but because there's a huge number of dormant tickets, it's hard to see the smaller number of active tickets.
