Ticketing & Agent Productivity

Hi Everyone,I’m new to Fresh Desk. Is there an option to export analytical reports using an excel file? I have customized a report and it will only export as a PDF. I have searched in numerous places and I’m coming up empty. Maybe this hasn’t been implemented yet. Any assistance is greatly appreciated. Thank you.  

We have added a custom field for Contacts, where we include the requester’s Department inside the company. We would like to report on this, to get an idea of which Departments are making the most requests, and what type of requests they are making.I have played around with filtering existing reports, as well as creating my own widgets, but I have not found a way to report on this custom field. In fact, the options for reporting on customer data are quite limited in general.Has anyone had any success with reporting on customer data, specifically on custom fields for contacts?

I am looking to generate a report that will show all the open tickets for an agent.

Hi there, New to Freshdesk. Trying to figuer out how to count the number of emails an employee has sent whilst using Freshdesk using their analytics?Is there a way on Freshdesk analytics where it counts the number of emails sent including any emails initially sent to customers (first contact to customers) and not just counting the employees replies to customers after the customer has initially emailed in?Many thanks 

I would like to use fields from the Companies in my analytic reports.e.g. I show how much tickets per company, but also need to show how many tickets per Industry and Account tier.Also would like to use customer fields from Companies to get better context in the reports.e.g. a company with a small number of locations submitting x number of tickets, might be telling a different story than a company with a very large number of locations submitting the same amount of tickets.The tickets are linked to companies, and the companies contain this information, so data technically it should be possible (I expected the fields to be available for e.g. group by)Can this be achieved somehow within freshdesk analytics?

I have implemented SSO with JWT for FreshDesk and everything works well so far. We have a custom application where users log in to. And once logged in, they can click a Help link which logs them into FreshDesk on a new tab for the same browser. Our code kicks in when the Help link is kicked and we create a JWT based on the logged in user’s information and pass it to FreshDesk. The works great, but we would also like to implement the log out functionality.  Whenever a user logs out of our application, we would also like to log the user out of FreshDesk. I was trying to see if there is any API endpoint that I can access and pass the JWT token, where the FreshDesk application logs out the appropriate user. I was told that currently such API does not exist. Has anyone faced a similar situation? How did you implement this?

For our communication it is normal that an outgoing mail from Freshdesk to the customer has minimum one cc to our sales engineer and some times several cc receivers from customers site.It happens often that one or more receivers send an auto answer (out from office). It is also possible the my sales engineer gives me internal information asa reply on my email to the customer.In both cases occurs the same problem:all these answers disturb the communication about the origin support issue. the internal communication will be added as a reply in Freshdesk and the customer can see it. - it happend few times.My request is:I can I delete those interfering messages simply by click the trash butten (as it is possible already for notes). I can easily transform or move the internal communication into a note.  (so it will not be included in the mail contents nor visible in the web-login from customer site)And a funny and nice gimmic on top could be that Freshdesk recognizes auto-answers and does no

I am blown away that a company requires upgrading to a pro plan to be able to arrange columns! That is absolute BS! 

Hi everyone, I have been using Freshdesk with my support team for a year and I still have several things I can’t do (or at least, I have not found how to do them).First and foremost is the possibility to filter tickets, contacts and companies using contact or company fields (and more precisely custom fields). For instance, par of our customers have an « autonomy » contract while the other part have more assistance with several options in their contracts.I set it up in Freshdesk with several checkboxes (one for each additional option)I would like to be able to :list all companies with such or such option filter contact in companies with such or such option filter tickets with such or such optionI can access this by exporting my data but this doesn’t really help my support team for their daily work. Another example is the company name. In the standard company name, we put a numerical ID (because most of the time, this is the name we use internally). But sometimes, we have to search for t

I would like to inquire if it’s possible to get an analytics report on the number of tickets that come through the different email addresses we have from our multiple products.

I m trying to make a metric in Analytics where it shows me the incorrect created Prio Urgent Incidents.We have the impression that our customers creates Prio Urgent Incidents and we have to lower the Prio afterwards because it is not a proper Prio Urgent. My thoughts are to measure the Closed Prio Urgent Incidents and the number of Created Prio Urgent Incidents, pref in a visual but a table will do as well.I succeeded in the Closed Prio Urgent Incidents, but I cant figure out how to get the Created Prio Urgent Incidents. It seems to me that Analytics shows me only the current Priority of the Ticket not the Prio it had when the Ticket was created.  Any tips or suggestions? 

Hi,   I’m working on custom metrics and looking for a way to get around the maximum 5 attributes in a formula. Wondering if anyone else has come across this issue, and if/how they were able to workaround it.I am trying to create a formula for the percentage of ticket surveys:% = (total rating/max possible survey score)*100However, the equation I created for total rating has 5 attributes based on the 5-star scoring (⭐*#surveys + ⭐⭐*#surveys + ⭐⭐⭐*#surveys + ⭐⭐⭐⭐*#surveys + ⭐⭐⭐⭐⭐*#surveys)Thanks,

Hi there,We have tickets that come in and the Agent Group is set to Training.  Training works it and then assigns it to one of several other Agent Groups.  Is there a way to show how many tickets that were at one point assigned to Training in a given time period?Thanks in advance.

Hi, Wondering if someone can help. I’m trying to report MoM CSAT in a graph displaying overall % for the month. Example:  This is wrong, though, as what Freshdesk is doing is diplaying the % of the total for positive over the 90 day/3 month period. Is there a way to natively display the data to show the CSAT result for the month in the way e.g. 90% Positive and 10% Negative?  Thanks, Emma

All the different fields in Analytics are very confusing in we really could use a good complete manual explaining how to create custom reports and all the options and settings.

Anyone know how to change the label “Agent” to something else? Normally, I wouldn’t care about this, but I work in real estate so our “agents” are actually our users. We’d prefer it be labeled “technician” or similar to avoid confusion.

The “out of office scheduled” banner hovers over the ticket properties Apply button and there is no way to move it. If you want to click Apply, you have to revoke the out of office schedule and then re-apply it. This is terrible user interface design and yet another epic fail for Freshdesk. Please fix this! See the screenshot below, showing how the window looks before and after revoke. 

Hi Guys, I'm new to Freshdesk, so forgive me if I ask simple questions :)So within an Analytics report I cannot add new pages, the Add Page (+) button is disabled. Does anyone know where the options are to enable this?This report was from a colleague who left. I have already made myself the owner of this analysis report. Please help!

Hello,It is possible to change this default approval description? 

Your E-Mail Server seems to be compromised and is used for Scamming and Spamming. This was reported before and it seems like you are not interested or capable to stop it. Please react appropriately or your Domain will be reported to all big Network Security companies for global blocking.

I am looking for a feature in fresh desk to create a start date and End date . As a business and for our auditing purposes , we need to know when does the agent started his work and ended his work. The work around of changing the agent to occasional agent and making a dummy email is not the best practice .Please consider this requestthanks Murare Bharadwaj

Hi, When forwarding a message the message is not displayed in the main view, but in the thread-view.The answer of the thread is however displayed in the main view, what is quite confusing.Is there a way that, the conversation stays in the thread? 

Is there any way for agents to view the scheduling dashboard for allocated field calls? The agents need to see what the technicians are scheduled for during the day so they can answer customers on when calls are scheduled.

I’m trying to find all closed/resolved tickets in the date range 11/1/22 to 9/14/23 and a specific string in the description of the ticket, such as prodUI. I know that I can’t export searches to a csv is there another way to accomplish this?

Freshdesk does not allow you to create a report or to export a list of tickets where a certain search criteria is found in. This is a major shortfall in your product. please consider implementing this