At Freshworks, we are committed to continuously enhancing our platform to empower you with the best tools for data-driven decision-making throughout your customer lifecycle. With that in mind, we are excited to announce a significant update in our journey towards providing more insightful and efficient analytics.
As more and more users embrace the power of Freshdesk Analytics, it is time for us to transition away from the legacy Reports module. By the end of October 2023, the Reports module will be deprecated on your Freshdesk account. Consequently, the option to create new custom reports will no longer be available within the Reports module.
However, we are dedicated to ensuring a smooth transition for you. All the assistance you need to recreate your custom reports on the Analytics module will be readily available. Our comprehensive help documentation and tutorial videos will guide you through the process seamlessly.
With the all-new Freshdesk Analytics, you will spend less time building reports and more time deriving insights and operationalising the results. With our capabilities, you can:
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Monitor helpdesk productivity
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Measure customer satisfaction
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Optimize agent workload
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Improve service efficiency
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Resolve tickets faster
Why should you choose Freshdesk Analytics?
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Derive easy & actionable insights with curated reports:
- Leverage pre-defined and ready-made reports from our library
- With in-built metrics with flexible filters, visualize your dashboards using bar charts, line charts, donut charts, matrix, bubble, heatmap, map data and more.
- Get easy insights from huge datasets and gather accurate and essential information in a single click.
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Enable striking visualizations with custom reporting:
- Build reports from scratch effortlessly and customize them with no code.
- Use filters as widgets to manipulate your reports and narrow down what data you want. Reduce the number of clicks and the amount of time taken to search and change filters.
- Share reports and set the access levels with collaborators at any point of time in your Freshdesk account.
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Stay on top of your business data with Custom Metrics
- Create a much more curated experience for your organisation by creating your own metrics using single arithmetic operations or even complex functions
- You can add multiple metrics and filters to a widget to get insights most relevant to your business
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Find all your metrics on the device of your choice
- Analyze your business on the go with responsive widgets and easy mobile and tablet layouts.
- Get granular data right at the tip of your fingers and make impactful decisions with just one click.
Follow the links to the app for Android & iOS.
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Boost visibility on business performance using Analytics collaborators -
- Enable admins & agents to effortlessly collaborate with the functional heads, business heads and the C-suite to share key business performance with respect to customers, performance of collaborators from each team, products, and other areas with analytics and reports
- Enable account executives to view reports on tickets raised by their customers and track their resolution
The transition to Freshdesk Analytics will not only save you time on report building but also unlock a wealth of valuable insights to drive your business forward effectively. Please refer to this article if you have any questions.
In case you need further assistance with Analytics, please feel free to reach out to support@freshdesk.com to clarify any open questions that you might have about the Reports deprecation or Analytics in general.
