It's great that you have improved the reporting, but personally I think the reporting is still way too basic. The time would have been better spent making a flexible custom reporting engine, rather than all these canned reports.
We need to be able to build our own report criteria and access any of the data in the system and filter it by any field we need to including custom fields.
I agree with Paul. The supplied reports, even for Estate Plan, are of limited value for us.
I'm in the process of manually extracting information and compiling it into a report. This is obviously tedious, so it would be better if FreshDesk provided canned reports that provided this, or tools that helped us to this better ourselves. These would help us better understand trends in Support (identify problems, staffing needs, etc.).
For what it's worth (if it helps your roadmap), we're interested in:
Looking forward to anything you can offer!
+1
Additionally I'd like to report on categories (Type of ticket), or on custom fields, so we can see that in X month we had 100 tickets on some "category", and then in Y month we only had 50 tickets in that same category. We need a way to track the progress of issues, if there are trends in areas of need for example.
Oh yes, definitely a major need to have a more robust reporting engine for any and all data sets in the system!
I am deeply disappointed with the reports for Freshfone. There is really only one report. I support multiple clients and I can't even see my call volume across the hours of a day to determine my staffing needs. Neither can I show conversion rates easily or show average hold time. Lastly, there's no way of printing out a report that shows the reasons... there's just the donut.
It would be great to integrate something like flexmonster which allow pivots views and grid report creation from freshdesk that can be printed to PDF or can be exported to excel. Please check this out I guarantee you that all your users will be happy with reporting after this. Easy drag and drop interface with drill down capabilities.
Please note I do not work for flexmonster but are integrating their solution into our software for our end users.
+12Hello folks,
We had launched the revamped reports early last year with improved refresh rates.The new reporting module includes drilldown option to view tickets that have contributed to a particular metric , scheduling of reports as PDF , ability to extract ticket information in a csv file ,etc.
Meanwhile, we'd recently launched few features related to the reporting module that helps you to build custom reports/feed data into a BI tool. Please find the corresponding self-help articles related to those features.
1. Ticket activities export - Allows you to export the activities performed on the tickets over a period of time
2. Ticket properties export - Allows you to export ticket/contact/company properties for tickets updated in the last 24hours
3. Insights - Provides an eagle view of the helpdesk performance
Cheers!
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