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Topics started by RobCrossAareon

2 Topics

RobCrossAareon
Contributor
RobCrossAareonContributor
asked in Analytics, Reports & Dashboards

Survey Data

I’m struggling with Fresh Desk Analytics for Surveys, and I can’t work out where it’s going wrong.I have a nice simple widget that shows the survey score for the current month What I want to do now is show the history of my positive and negative scores by month.When I’m building it, I can choose the number of positive and negative surveys from ticket data, but only the number of positive surveys from the survey dataSo, i tried to build it using the ticket data, but because it’s going by ticket data, and not survey data the stats don’t match the first widget that I shared The group by on my by month widget is set to this Has anyone been able to get reliable data out of this?

0
RobCrossAareon
Contributor
2 months ago
RobCrossAareon
Contributor
RobCrossAareonContributor
asked in Ticketing & Agent Productivity

Internal Tickets

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

6
alex9910
Community Debut
2 months ago

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