Available on Freshdesk Standalone and Omnichannel Enterprise plans. 

With Analytics, you can not just get insights into the custom objects that you create, but also the native objects available within Freshdesk to assess trends and track KPIs. You can create reports for

  • Standalone custom objects

  • Custom objects and their associations

  • Use filters like interactive filters, quick filters, and granular filters like metric filters, widget filters, etc., to drill down and visualize data

For our considered use case, let us say you want to understand how many orders you receive in one day. Here is how you can leverage the Analytics module to derive insights:

A quick guide to creating a report:

First, let us create a report that will allow you to visualize data in the form of chart widgets.

  • Go to the Analytics tab from the navbar

  • Click on New Report, and give your report a name- Eg: Total orders

  • Set the preferred visibility - Only to me/Everyone and hit Create 

A quick guide to creating widgets:

  • On the Reports page, you can choose from 3 categories - New, Existing, Templates

    • New - Lets you create a new chart-based, text-based, image-based or even a filter-based widget from scratch

    • Existing - Lets you import and reuse the widgets from other reports

    • Templates - Lets you use templatized widgets that are readily available

  • For our use case, let us create a new chart-based widget. Drag and drop the Chart widget onto the board by selecting the custom module ‘Orders’

  • Set the metric filter as ‘Orders’ and ‘Total’

  • Set the date range dimension

  • You can add a filter if needed, and also add other metrics and filters

  • To further drill down, you can group the data by an attribute, let's say, furniture price to understand how many orders within a particular price range have been placed

  • You can choose to display the data in any form from the available chart types in the dropdown like pie, graph, or table

A quick guide to adding filters:

Let's say you want to view the total number of delivered orders

  • Configure the widget with the metric filter as ‘Total Orders’, you can apply the widget filter as ‘Order status is delivered’

  • You will now get a chart of all tickets where the order has been delivered

Other useful filters: 

  • Widget filter - Apply this to filter all the metrics in a particular widget

  • Page filters - Apply this to filter all the widgets to a particular page in a report

  • Report filters - Apply this to filter all widgets across all pages in a report

  • Interactive filters - Choose any of the interactive filter types like List, Dropdown, Button, Slider, and Toggle to slice and dice data based on your associations, for example - the total number of tickets raised for delivered furniture. Read more here

  • Quick filters - Get filtered views of a widget with a single click directly on the report page even with view-only access to the report. Read more here

To further understand how to leverage Analytics to visualize data, you can check out this article.

1. For Freshdesk Support Desk, Custom Objects is available only for ticket-specific use cases. If you have a contact-specific use case, reach out to us at support@freshdesk.com
2. For Freshdesk Omnichannel, CUstom objects is available only for ticket-specific use cases. It will be made available for all use cases tentatively by the end of August.