Reporting too basic?

It looks like reports aren't going to change - judging by the last 2 years of comments.

I too came from Kayako, which has the best reporting because you fully controlled what you wanted to see via their KQL.  I've found that Freshdesk is better in every single category over Kayako, but the reports are way too basic.  

I'd really like to see the option to generate reports based on tags.

While I do know it's possible to see tag stats via '/helpdesk/tags', it would be helpful to see these stats included with "Enterprise Level Reporting".

Hello Darren,

Here's a solution article that explains how to use the Resolution SLA report.

As you can see from the article, you can click on the "View all violated tickets" on the top right corner of the report to see the breached tickets and export them as CSV. Hope that is what you are looking for.

Herb, we did release new reports a little while back. Wondering if you can tell me what specific reports are missing and more importantly, the questions you are trying to answer using the reports.

Thanks,

Sudha

Hi,

You'd now be able to sort the report data based on the "Tags" . It has been included as an option in the Filter report section. 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. 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!