The Freshdesk reports are focused on improving support. I would like more focus on improving the product. This is the only way to reduce the number of agents and have happy customer at the same time.
For example: I would like to see a graph that shows the tickets per type over time. This can help me locate problems with our product so I can take corrective actions. After a while I want to evaluate or my actions did have consequences for the amount of tickets in this ticket type.
This can not be done in Freshdesk. I can use the "Ticketvolumetrends" but this gives only totals, not per type. Yes, I can generate reports per type, enter all numbers in Excel and make my own graph...
