With this latest upgrade to Freshdesk Analytics, you can:
Export reports with single-line text fields - You can now get better insights from your data by exporting reports with single-line text fields. The text fields will be available as part of the underlying data in the widgets in data exports page and you can view them in reports when you export data from the Analytics page.
Share reports with other users within Freshdesk - With deep linking, every report and widget inside Analytics will have a unique link so that one can share the reports with other users within Freshdesk.
Get better insights by accessing underlying data like single-line text fields in your reports and share unique report links with your managers/supervisors/other Freshdesk users to make quick decisions.
What are the enhancements?
Single-line text fields:
View and export reports with single-line text fields like product name or any text field that captures information crisply. This enhancement allows you to export reports and view all related information in a single table. This way, you’ll have a holistic view of all ticket-related information on one page, and you can make informed decisions.
Get unique links for each report/widget within Analytics and share them with your team. You can share individual reports with your managers/supervisors or with any other user within Freshdesk who has access to Analytics. This enhancement allows you to get a unique URL for each report (curated or custom), and you can simply share the link with your peers to analyze reports and make decisions quickly.
Reporting on single-line text fields works only for tickets that were created/updated after July 1, 2022.
Sharing is now made seamless with deep linking for reports. You can simply share the report URL over Slack, e-mail, or any other platform, and the recipient will be able to access them.
Use case scenarios:
B2C: You are a company that sells furniture online. You will get multiple orders daily, and you could get hundreds of tickets related to them. As a supervisor, you’d like to analyze which products have the most tickets associated with them.
With support for single-line text fields, you can now view the product name in the exported reports and understand ticket trends for each product.
With deep linking, you can also share these reports with other Freshdesk users, such as managers/supervisors, to keep them posted on furniture sales/support trends.
B2B: You’re a company that sells software to businesses. Customers often use your software for different use cases and then switch when for various reasons. You can capture these churn reasons and analyze them later in the form of reports.
With support for single-line text fields, view the churn reasons in the exported reports and analyze or group them to understand where your product needs improvement.
With deep linking, get a unique URL for each report you generate and quickly share it with your manager/supervisor to analyze trends and make informed decisions.
Check out the solution articles to understand more!