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Reporting too basic?

Related products:Freshdesk
  • August 8, 2012
  • 30 replies
  • 81 views
R
Contributor
Hi,

don't you think the Freshdesk reporting is too basic? There isn't even a report that shows how many tickets were created in a given time...you should really strenghten reports.

30 replies

S
Apprentice
  • spoland
  • Apprentice
  • August 9, 2012
I agree. We previously moved over from Kayako and their reporting was absolutely amazing. Creating more advanced reports would help us greatly.
G
Contributor
  • girish
  • Contributor
  • August 9, 2012
Hi
We are working on enhancing the Reporting module. We expect to have this by end of Q3 or early Q4 this year. Your inputs on what kinds of reports are needed will also help us in delivering better reports.

Girish
B
Community Debut
Hi ,

I second the idea . Advanced reporting will be  really helpful. For starters, should have an export functionality to export the reports to standard Word, Excel, CSV. Secondly, detail level reporting such drill down details to  Ticketno. date created, date resolved , Agent will be really beneficial.
R
Contributor
  • ricardo.leite
  • Author
  • Contributor
  • August 9, 2012
Hi Girish,

I think the reports should help us to answer some basic questions:
  • How many emails did I receive in a given time? From whom? From which channel?
  • How many of them were answered/resolved before the SLAs deadlines?
  • How many of them were A, B or C (our custom ticket fields)?
Basically, think about all data related to a ticket and put it in a table. The reports should have views of this data/cube, timestamps included.

Also, the reports should have the most common customer service KPIs (first contact resolution rate, for example). Please use the basic reports from Zendesk or Desk as examples.

Thanks! 
J
Contributor
This is one of the (few) things where Freshdesk is behind the competition, so loving the idea that the reporting section will be expanded in the near future!
D
Community Debut
  • dbenson
  • Community Debut
  • September 28, 2012
We are evaluating FD.  So far, I think I like what I see.  But, yes.  Reporting is in my 'list of questions'.  e.g. I'd like to report on grouping locations of ticket types.
R
Contributor
  • ricardo.leite
  • Author
  • Contributor
  • October 12, 2012
Hello Girish, any updates on this feature?
V
Contributor
  • vijay.shankar
  • Contributor
  • October 12, 2012
Hi Guys

Appreciate and agree with your feedback

We've started working on reports revamp and trust me, I've seen the prototypes and some of the ideas and so far whatever we gathered in forums and tickets, we've included all of them. Not sure on the timeline, but I am sure, it will take us some time to get these implemented, hopefully a rough timeline of 2-3 months, if possible I will get some details and post here.

regards
Vijay
G
Community Debut
  • glenn
  • Community Debut
  • November 22, 2012
Hi there,

Just want to add another customer's weight behind this. We just have a handful of agents using Freshdesk in our new USA office - We have a 40 person team in the UK that we cannot move to Freshdesk until the reporting is much better.

It would be really helpful if you shared some details of what sort of reporting is coming so that your customers can plan around that

Thanks

Glenn
S
Community Debut
Another voice agreeing with the crowd here. What reporting there is does look very slick, but is lacking in finer control. I for example cannot appear to filter my helpdesk activity report by Group, or include some custom fields. I can't exclude anything from the SLA figures. Reporting is currently letting a great product down and actually has us considering alternatives, so if we can get an idea of what's to come we can better assess if it'll suit our needs. We're currently reviewing the API to see if there's anything further we can glean from that.
R
Apprentice
  • rlavery
  • Apprentice
  • November 27, 2012
Hello,

I think the following reports (/changes) would also be helpful:

  • Have a Customer (by company) ticket Summary (similar to how the Agent Ticket summary looks)
  • In the Helpdesk activity report, make it possible to display the overall total ticket amount.

Example: Total tickets already in system + New tickets from time period selected - Tickets closed curing time period selected = Net tickets

  • In the Customer Activity Report, it should be possible to create a master report with all of the customers (or companies) displayed.
  • As someone else already mentioned, the ability to export data!
R
Contributor
  • remi.peters
  • Contributor
  • December 30, 2012

We would like a report that displays activities per customer included the time. There is already a kind of report, but wen this one is exported to CSV, the time entry's don't appear.

M
Community Debut
  • mchavez
  • Community Debut
  • February 12, 2013

I'm really interested in using the ticket custom fields in our reports.  I have a custom ticket field that makes my agent select A or B.  I want to run a report and let me know how many A tickets showed up and how many B tickets showed up....

L
Community Debut
  • lukas.honek
  • Community Debut
  • April 23, 2013

Almost year ago and reports are still only basic. How about add some charts and exports and automatic report mailing? 

V
Contributor

Guys


Wait is over - This month end or mid-may. We are almost done with the testing and hoping to bring out the new reports soon.

I can assure you, they're good and will surely satisfy your MIS or Helpdesk Metrics


Bear with me for a few more weeks.


regards

Vijay

D
Contributor
  • drew
  • Contributor
  • May 17, 2013

Great news! 

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hello Everyone,


I hope you guys have already checked out the new reports! 


Please explore, get a feel and drop in a line or two here, on how you find it. Your suggestions and feedback will be extremely valuable for us.


Enjoy reporting!


Thanks,

Anna

Head of Community
W
Contributor
  • withoude
  • Contributor
  • July 1, 2013

can someone give me an overview of what is included in Advanced reporting as it might persuade us to change plans.

V
Contributor

Hi All





You can get all the Reports details here 


regards

Vijay

P
Contributor
  • pault
  • Contributor
  • March 13, 2014

Sorry, but reporting is still way too basic. 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 want. 


It's great that you've spent all this time building these predefined reports and they do look great, but it might have been time better spent giving us a way to build our own reports.

M
Community Debut
  • mgb
  • Community Debut
  • July 2, 2014

One of the things our company needs is a report for our customers.  We would like to provide our customers with a summary of their tickets, how long they have been open, how long they have been pending, and a summary of the public notes/e-mail chain.


Any thing in the works for a report like this Vijay?

J
Contributor
  • jbredenhof
  • Contributor
  • December 12, 2014

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:

  • Number of tickets received/closed over time 
  • First and Average response times, over time 
  • New tickets by customer, over time (Top-N is too limited for this). 
  • Tickets by Stage, over time (FreshDesk's interpretation of "Open Ticket" is too coarse for us, since we use tickets to track bugs and features that may take a long time to build or deploy).
Looking forward to anything you can offer!
P
Community Debut
  • pstone
  • Community Debut
  • January 8, 2015

We would really like to be able to generate reports based on "Ticket Type".  ie: Question, Issue, Feature Request..

Being able to search and filter "tags" would also be very useful.  "Hey Engineering, we've had x number of tickets for the same issue.  How about we have a look at that"?

A
Contributor

Have agent at glance into our reports could be enough

J
Contributor
  • jbredenhof
  • Contributor
  • January 9, 2015

I'm not sure if our friends at FreshDesk are still looking at this thread, since it's marked as "Implemented" because they added some other reports 2 years ago.


Note that a new thread capturing the "still not good enough" character of reporting at https://support.freshdesk.com/support/discussions/topics/294699 

It's probably useful to capture your thoughts there as well.

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