As more and more users embrace the power of Freshdesk Analytics, it is time for us to transition away from the legacy Reports module. You must have received an email informing you that the Legacy Reports module will be deprecated on your Freshdesk account by the last week of January, 2024.
With the all-new Freshdesk Analytics, you will spend less time building reports and more time deriving insights and operationalizing the results. With the all-new Analytics capabilities, you can:
- Monitor helpdesk productivity
- Measure customer satisfaction
- Optimize agent workload
- Improve service efficiency
- Resolve tickets faster
Here’s how Analytics is better than Legacy Reports with respect to configurations, self-serviceability, data coverage, and sharing capabilities.
| Parameter of differentiation | Legacy Reports | Analytics | Feature additions with Analytics |
Configurations | Predefined reports: A defined set of reports, on top of which you can filter and view filtered data and park reports. | Curated reports: Ability to create custom reports by either duplicating curated reports or starting from scratch. | Create new widgets Create new reports Widget colors |
| Data Coverage | Default reports with only filter capabilities: Tickets, timesheet, and CSAT. | Can create custom reports that can contain metrics from across modules | Create custom metrics/reports from Tickets Timesheets Surveys Articles Triage Answerbot Agents Canned responses |
| Custom Reporting | Can only apply filters on the existing reports | Ability to create curated reports and park custom reports by cloning curated reports or creating them from scratch | Custom Attributes Custom Metrics Custom Reports |
| Chart types | Charts are pre-defined | Create custom reports and visualize the data in the required format | Custom reports Data visualization using heatmaps, bar charts, and more. |
| Styling | No data styling | Conditional formatting and more control over the look and feel of the widget and data displayed. | Data-styling on Widgets Background Border Widget header |
| Exports / Downloads | Share via CSV | Invite users to collaborate to manage, view, edit, and slice and dice reports on the go, eliminating the need for CSV exports. | Analytics collaboration with user privileges |
Schedule a report | Schedule predefined or saved reports. | Schedule widgets from custom reports as a PDF. | Schedule at the Widget level |
| Filter | Filtering on the report level with a defined set of filters. | Apply filters to pages, widgets, and reports based on custom date ranges, ticket properties, knowledge base article properties, and tags. | Page Filters Widget Filters Report Filters |
| Schedule settings | Can see the schedule in every report with the same calendar icon that turns green to show it is scheduled. | Consolidated view of scheduled reports Analytics > Settings > Schedule | All your Scheduled reports are in one place |
- Legacy reports capture only the number of tickets assigned to agents within the specified time. Analytics reports capture tickets assigned, reassigned, and unassigned within the same timeframe, potentially resulting in higher numbers.
- Analytics counts a ticket as assigned if it was assigned to the agent at least once during the specified period.
- Analytics reports include tickets that were assigned, reassigned, and unassigned during the selected timeframe, contributing to potential difference in numbers when compared to legacy reports.
- Analytics reports may show higher ticket numbers due to the inclusion of reassigned and unassigned tickets during the selected period.
Please reach out to support@freshworks.com for any further queries.
