Ticketing & Agent Productivity

Hi not sure what the issue is here, but we have a lot of field service agents, and the scheduling dashboard would load, and sometimes it would only show part of the list and stop when you scroll down the list ends part way through the agent list.But if you reload to another day the whole list of agent appears (when you scroll down).  There is a part where it stop, but then keep loading - but when it does this is random. Anyhow having this issue and is there a fix? I’ve tried on Chrome and also Firefox with the same issue.  

One of my requirements will be to generate a report for the time spent over the year, per customer.  The defualt “Time Sheet Summary” is close, but I see 2 issues:The maximum time interval is 6 months. Why is there no option for year? I don’t want to see per agent data. Just time per ticket.  So a total time per ticket, no an itemized list of time log entries.Is that possible? It seems like these reports are mostly for management to keep track of their agents performance which is not what we’re interested in.  But more to let our customers know how many requests they are making and the time we spend on them.Would this be possible through the analytics?

Hi,We are missing these features in attachment document option in tickets Copy and paste/Drag and drop attached documents from one ticket to otherCopy and Paste/Drag and drop saved documents from downloaded folder to a ticketAttach documents section in bottom line, every time agents need to go all the way down to access the documents. If we can move the attachment section to top of the ticket then this will be convenient for agents 

I have trawled through the posts and comments and while there are lots of useful info none that I can find to help with my particular issue. The problem I have is trying to track how long a ticket spends within a particular group.  If a new ticket spends 3 days with a Tier 1 support group and is then escalated to a Tier 2 support group the ticket appears to be 3 days old and there is no way to identify whether Tier 2 have only just received the ticket or have received the ticket 3 days ago.

Is it possible to setup an email notification when KB Articles are going to expire in X number of days. I know that the author will get an email. However, if the author has left the company we would like to know that their article is going to expire. So if we could send a notification to an email address so that the author AND this email address would get an email when a KB article is going to expire that would be helpful.

Love the Knowledge Base Analytics. It’s very useful to see how the team is contributing. I would like to know if there is current or planned functionality to pull analytics based on users accessing KB articles?  For example, how many times did a user navigate to the KB and then open a ticket? We can see this within each individual ticket, but it would be helpful to pull a report that shows this at a glance. If it could be broken down by company and then user, it would help us to identify gaps in our knowledge as well gaps in the client’s understanding.  Any help here? 

I’ve seen this question answered in the past but those topics were several years old. Curious to know if there’s any better answers currently. I don’t see if there’s any native way to create a realtime connection to the data like doing ODBC. I’d like to be able to query the underlying data in realtime to refresh reports and not have to reply on manually updating CSV dumps. If we do have to go with a third party pay solution, are there any recommendations? Thanks! 

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

Hi there, I keep getting weird space lines when that only shows up after I copy and paste but the break does not happen where I paste, sometimes a few words over. I can tell it will happen when I paste it creates a weird gap and although I fix it by manually typing out the pasted word/sentence on the correct line, once I hit send it creates extra lines. Any idea how to fix this? 

I submitted a ticket 8 days ago and haven’t heard anything since, even after I responded again to the ticket. Is this a normal response time from support?

It would be very helpfull in timeline to show extra field GROUP.By group we devided our teams and departments. When replying customer email, it would be helpfull to see in what last other open tickets are being in other departments. 

Hi there, we have a problem with solving tickets. When we answer a ticket and solve the problem, we give it the status “solved”. But now the customer answers to that ticket again with a new question and it wont pop up again as a new ticket, so we dont see the ticket and the customer gets no reply. What do we do wrong? Thank you in advance. Best,Sascha

Hello everyone, we need to extend then umber of metrics per widget on Analytics up to 10 (right now the limit is 4).Do you know if this feature is on the roadmap to update?Thanks and kind regards

How can my team click the Send button and have the button select the “Send and set as Resolved” automatically, instead of performing two clicks for every single ticket we send a response to?We set as resolve 90% of the time… 

Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the

In the Canned Responses, it would be great to have a field where we can insert a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response 

We have integration in Salesforce lighting and how can we redirect user to contacticketdetail page without login?It worked in classic salesforce.Thanks!Yi

We are using the Sprout version of FD, upgrading later this year. The Dashboard shows 1 open ticket and 1 unassigned ticket. When I click on either one I am taken to a page that says “No tickets here.” Where are the missing open and unassigned tickets. We want to close them out.

Hi,I think helpful to configure which single users can access to the reports, also for the curated reports.Now that’s possible only for role and not for users.Regards,Davide 

We recently implemented the default out of office feature in FD, we have hit a few hurdles and I wanted to check if the community have similar issues or suggestions:It appears as though only an administrator can perform an out of office for another agent and this is done by impersonating them. Not ideal  I can’t seem to find any dashboard or report that provides a list of agents currently OOO. We have to manually assign people or a group that must receive the notification when a customer replies to an agent that is OOO. We would prefer a method to assign this to a specific role e.g. team lead, you can obviously do this manually but people change roles and then you have to remember to add them or change them.

Need to create a simple customer report listing all ‘not closed’ tickets for a customer (company) and schedule an automate generation/email of report to individuals in a customer.Just got off a call with support and identified the following options, but not workable solutions for us:Send a standard report to a client .. wrong information. Customer needs a simple list of unresolved tickets, not trends. Create a custom report, have this sent to an agent. Agent then would have to download the report and send it to the customer. Report is actual what we need, but we are not looking to add step to my teams workflows. This is the job for a system, but a human. Create an report in analytics (dashboard) and schedule it to be sent to a client .. there are no ‘list’ widgets, so can’t generate this simple list.From my vantage, the fundamental problem is reports/analytics are targeted at help desk management, not customer reporting. They do a nice job of this. Trying to get a customer report autom

How can I generate a report of the ticket numbers that are counted in the Curated Group Performance for the last 29 days report?  We see that one group has a much higher frequency of reopened tickets, so I’d like to know which ones were counted to do some investigation into it.  Ideally I’d like to run reports such as that with the ability to filter by different groups and time frames.  

Hi Everyone.  I can’t find an integration or option to do this anywhere.My team bills customers via time, and they aim to clock up approx 4 hours a day of booked time to tickets.  Is there anything in Freshdesk that anyone knows that will show agents their total booked time by themselves across all tickets they’ve added time to today on the screen? Thanks,Jon

Do you have any reports you can generate to track these Arcade points and badges?How do I see who has won each month or how many points are missing for certain missions?why not also consider Freshchat?

I’m very new to this system.  Which setting up, I face an issue with creating a report to display the tickets categorised using the “Dependent field” under “Ticket Fields.” Based on sample below(1) how can I show only the depend variables from each level instead of all the sub level appearing in all levels? Refer to pic below “To achieve”(2) I notice that “Group by” only allow up to 2 level, possible to group up more?(3) Possible for the “Style” option to include hide 0 tickets categories?Reference below is good but does not solve what I want to achieve  Thanks in advance.