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Freshdesk Analytics - Ability to use Description field as a filter

  • Mar 27, 2024 4:34 PM UTC
  • 1 reply
  • 81 views
c0810
Apprentice

Can you confirm that we cannot use the field Description as an advanced filter to includes/contains keywords when building a custom report?

Best answer by eeha0120

Hi.

Well, on my Instance, Description is indeed not available to be used.

However, custom fields are shown.

Not sure, but you might try creating a custom text field, populating it with the original description through a workflow, hide that field with a Business Rule, wait for about 30 minutes or 2 hours, and see if this new field is available to be used in Filters in Analytics.

 

 

If looking for a formal confirmation, I’d also suggest to submit a Support Inquiry/Case.

 

Regards,

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    eeha0120
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    • Mar 27, 2024 9:42 PM UTC

    Hi.

    Well, on my Instance, Description is indeed not available to be used.

    However, custom fields are shown.

    Not sure, but you might try creating a custom text field, populating it with the original description through a workflow, hide that field with a Business Rule, wait for about 30 minutes or 2 hours, and see if this new field is available to be used in Filters in Analytics.

     

     

    If looking for a formal confirmation, I’d also suggest to submit a Support Inquiry/Case.

     

    Regards,

    Elvis Henriquez
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