Ticketing & Agent Productivity

Hiya all,  Is thee anyone that is a whizz at building reports and Dashboards in Fresh Service. I am struggling to build reports and dashboards for Hardware / Laptop Category / Subcategory and Your issue relates to.Also, MTTR and FCR reports for the same. As a manager, where we have a high number of aging Hardware related tickets, In particular Laptop issue tickets, I need to be able to see created date, time with agent, time to resolution and First contact and MTTR visually.  Can anyone help??

How do I export all of the tabular data from a widget on a report export? 

How do I get analytics reports to refresh faster than the standard 45+ minute intervals? 

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

How can I get totals and subtotals into different reports? This is what I’m currently showing. I would like to have a subtotal and total  I recreated what I’m looking for in excel. Is it possible to format totals and subtotals in this way? I know I can make individual widgets that can hold these subtotals/totals, but without putting everything within one widget the spacing is off. I appreciate the help.

Currently, new messages from the same user are being updated in the same old ticket, even though the ticket has been closed for almost a month. This makes it difficult for me and my team to manage the tickets.I would like to receive a new ticket when a user sends a new message after the old ticket has been closed for more than 1 day.I've tried to follow the steps outlined in this topic (https://community.freshworks.com/ticketing-agent-productivity-11362/new-ticket-creation-on-old-closed-ticket-31232), however, it hasn't worked for me.It would be great if someone could suggest how to adjust the settings. Thank you.

Hi all- hoping someone can help me set up a report that I want to schedule out to my agents. Can I configure a report to return all tickets that have been in a certain status (or any of 3 statuses) for a certain period of time? For instance, I want to schedule a report to email the assigned agent a list of tickets that have been “waiting on customer” for 5 or more days at the time the report runs. I know I could set up a notification using time triggers, but I feel like the individual emails are more likely to be overlooked and would like to provide a more concise list once a week or so. I appreciate any help!

Happy anniversary!It is now 10 years since it has been reported that time format has no setting, and times are still displayed as AM/PM in Freshdesk.Only the date format can be changed.Localization has always been weak and it has not improved since I am a customer.Looking for another solution for my call/support center.https://support.freshdesk.com/support/discussions/topics/746/page/2?url_locale=

Is there a way to prevent agents from removing themselves from auto ticket assignment? We are having issues with this which is causing uneven ticket distribution to our groups.If its not possible is there a way to bypass their do not auto assign status in another way?Does anyone else have this issue? 

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets.Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets.This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated.

Hello, I don’t see any option to group analytics by company for survey results.Is this possible ? Thanks

Hi  I see there was a topic where this question was raised before but I think the answer is a bit different from what was asked () And I am looking for the same thing, eg. I have a text or dropdown custom field which I would like to update when I am viewing the ticket list, not the ticket details, but the list I have for a client. So i would like to be able to leave a note on the ticket list without the need of opening the ticket. Like you can update the agent directly from the admin ticket list, but you can’t update a custom field’s value when on the ticket list. Is there any setting missing that could enable me to do that? Or this feature is not in fresdhesk yet? Thank youRita

For reporting purposes, it would be great if I could see timestamps for statuses.I would like to see how long it takes a ticket to go from one status to another so we can easily identify bottlenecks.Also the option to see how long it takes to respond to requesters. I can only find the first response, but I would also like to see how fast our agents respond whenever they receive a response

We’ve always run a version of the time sheet summary report as the basis for determining hours worked by client.   This month - we noticed that some customers were missing from the report for one of our agents.  Looking deeper into this it looks like the “Ticket Company Name” value is missing from all tickets for a couple of our clients.   Oddly, it is missing for ½ the tickets for a third client.   I’m trying to figure out where this gets set in the ticket - and how to ensure that it is always set on every ticket.  Help please?

We have a good amount of tickets that are auto closed by automation rules.  Is there a way to exclude these from all SLA calculations or would I need to assign them to a specific group and then exclude that group in the SLA analytics?

Hi, We have changed our domain to a new domain name which means we had to change all our email addresses as well. After doing that, when a client logs a tickets to Freshdesk, we do receive the ticket, but when we as agents reply to the ticket, it creates a new ticket.I have checked all the suggested setting as from the knowledge base, but it still happens. Any ideas?

Hi all - I have been creating multiple reports and wanted to understand if there is a measure/series of measures + filters that would allow me to see : ALL tickets that are unresolved and overdue/outside of SLA.When I pick any of the SLA-related out-of-the-box measures, it shows only what was already resolved outside of SLA. I want to see what the current unresolved pain points are. If anyone can provide me documentation or some guidance, I’d really appreciate it.All the best!

Hi, we have a timesheet report in Analytics. It has a lot of rows but when running the scheduled export it exports 1 page of the report and cuts off all the other rows. How do I get the report to export all of the data in the analytics report (like the old Time Sheet Summary used to do).ThanksJon

Dumb question so forgive me but I can’t find the answer.  When I go to an analytics widget and select the three dots and then download CSV.  Where the heck is that file downloaded to?  I get a Freshdesk popup saying download in progress and then complete, but I can’t find it.  😫

Hello,We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like “Please indicate which expenses you incurred”. I’ve included a screenshot of the section of this ticket form.  Thank you!Anna

Hi All,Looking at past request for this, there has been no response from the Freshservice exerts.Surely there must be away of adding Tasks to a scheduled Ticket??? Most scheduled tickets are for certain checks etc, so it makes sense that there are tasks enabled within the ticket.Thank you in advance,Steve

Hi all,I know this sounds like an active directory issue but thought I would post something anyways. Hoping someone has seen this issue or has a solution. The problem we are encountering is tickets will come into the dash that are not meant to be routed to our support email. Whether this is spam emails, auto replies, and general messages we have checked within our AD and there is no group or rule in place for these emails that are coming through. We get the full array, amazon replies to one of our employees in a different department, spam, stuff from our vendors meant for someone else in a different region. We have spam filtering on within Freshdesk and cannot seem to find the root cause of this issue, anyone have any ideas? We are going to contact MS as well, but this only occurs within FD so figured I would try both lanes to find a solution, even if it is a minor inconvenience. Thanks!  

Hey Community,do you also experience some weird behavior of the “Unresolved Tickets” metric?So this metric is a historic metric and shows number of unresolved tickets per day, week, month (depending on how you group by).So when I want to have it grouped by day, I only get 50 datapoints (last 50 days).The “Resolved Tickets” metric instead shows me the complete time filter: So you may think, there is no data before July 11th, but when I filter for example for Date Range Dimension = May 1st to July 1st, I get the last 50 days before July 1st.And if I change to getting data from the last 2 yeary and group by week, I get the last 50 weeks. So always 50 datapoints - Do you experience the same?I’ve already made a ticket with FD Support, but they are just guessing around. Hope to find help here!Best,Thomas

Hi Guys,Can anyone tell me how to use the integration of Customer Service Suite (CSS) with Slack?I have done the integration, but I can’t find the widget of the Slack that has connected on the Conversation Menu.I have attached some capture for the detail.Please could you guys help?   

Hi there,I can't seem to get this working like I think it should and feels like a basic oversight or I'm simply doing it wrong.I have created a table in analytics where I want to see the dates in a descending order but it appears that it's always ascending by default and cannot be changed. Not being able to adjust this is annoying enough by itself but it is doubly so considering that exports (pdf) do not contain the entire table list but just the “visible” part on the analytics report, as shown in the screenshot below. The dates from June till start of September are simply missing in this example.So I’m stuck with exports that not only miss data but will never show the most recent data.Is this an oversight on my side or actually some that's “working as intended”? If the latter, I’d suggest putting this on the to-do list for future changes.