Analytics

Custom reports are part of the Estate’19 plan. If you belong to the Estate’17 plan (annual billing), you can choose to upgrade to Estate’19 plan for free. If you belong to Estate’17 plan (monthly billing), you can upgrade by paying an extra of $6/agent/month in addition to $59/agent/month.

The Curated reports are the default reports in Freshdesk. They are analogous to the reports found in the old reports. The widgets in the curated reports cannot be modified. However, filters can be applied to widgets on an individual level.

The list of curated reports available in Freshdesk:

Agent Performance

Group Performance

Timesheet Summary

Top Customer Analysis

Satisfaction Survey Results

Ticket Volume Trends

Performance Distribution

Helpdesk Ticket volume

Helpdesk Performance

Ticket Lifecycle

Field Service Volume Trends

In Analytics homepage, click New Report that is present near the search bar in the top right section.

Curated Reports

Freshdesk's curated reports provide you with a 360 view of your support performance. Monitor your team's performance along with the metrics most relevant to you. It also provides you with the essential information to chart better customer experiences. 

Custom Reports

With multiple ways to look at helpdesk reporting, Freshdesk's Analytics lets you customize and build your reports the way you want them - with minimal effort. It offers the flexibility to pick the metric(s) you wish to study, the adaptability to select the suitable filters you want to apply, and the capability to employ the perfect dimensions to analyze your data.

Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.

The widgets are the entities you can configure based on any available metrics. They are available in the widget library on the right pane and categorized as:

• Tickets,

• Timesheets, 

• Surveys, 

• Survey Results, 

• Articles, 

• Triage

• Answerbot Questions

• Answerbot Recommendations

• Canned Response Suggestor

• Average Handling Time

Here’s how you can set up a widget,

1. Log in to your support portal.

2. Click the Reporting icon and choose Analytics.

3. Click on New Report near the search bar. Give it a title, set the required visibility, and click on Create.

4. You will be able to view the widget library on the right panel. If you cannot see the panel, click on icon to display the widget library.

5. Once you drag and drop a widget, click on the widget to go inside the configuration page.

   
   

   

Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.

Based on the type of widget data, Freshdesk will automatically visualize it in a relevant format. So, reading the data from the widget is a straightforward process. 

Click on the widget to read the data. You also have the option to customize the visualization of certain widgets the way you want. You can select any one of the graphical representations: Bar chart, Horizontal bar chart, Donut chart, Summary table and Tabular.

If you want to take a closer look at the widget data, click on Show underlying data present below the widget. You can use the Gear button to add or remove the ticket fields present in the table.

The filters in Analytics are used to narrow down on data and derive potential insights. From priority to requester language, there is a wide variety of filters for you to choose from. There are two types of filters: Basic and Advanced Filters. 

Basic filters: You can apply any number of conditional filters based on one logic at a time: AND/OR.

Advanced filters: You can group the filters into multiple AND/OR groups and apply both AND and OR logic at a time.

The refresh time is 30 minutes which is standard across all the different subscription plans.

Custom reports feature is available only in the Estate 19 and Forest plans. It is not included in the old Estate plans.

You will not be able to add widgets to the curated reports by default. 

In order to modify them, you will have to Clone the Report. 

• Go to a Curated Report.
• Click on the three dots next to the name of the report.
• Select Clone Report and modify the name of the report to your preference.
• Click Copy.

Now, you can click Add widgets and Drag and Drop a chart to start building the widget.

Helpdesk In-depth report 

The Helpdesk In-depth report gives you an overview of your helpdesk system, ticket flow, and the Key Performance Indicators that determine the performance of the helpdesk. This report includes the number of tickets created, resolved, or reopened as well as the helpdesk average response time, resolution time, and SLA metrics. You can further perform analysis based on various ticket properties like source, type, priority, status, and number of responses. 

In Analytics, the ticket flow and KPIs are split into two reports.

Helpdesk Performance

Helpdesk Ticket Volume

Helpdesk Performance
The Helpdesk Performance report emphasizes KPIs like Response, Resolution times, etc. You can choose a time period or the specific date range for which the report has to be generated using the Filter option. When you filter by time period, the percentage change for each metric is calculated using the number of days in the specified period compared with the same number of days in the previous period. 

Helpdesk Ticket Volume
The Helpdesk Ticket Volume report provides a detailed analysis of the ticket flow based on the different ticket properties. For example as a Supervisor, if you notice that there are many urgent priority tickets and L1 type of tickets getting raised, you can check if there is downtime or a major issue to be addressed.

Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.

Inside every report, you have the Export icon below the search bar. You can click this icon to export the report as a PDF but not as a CSV. However, you will be able to export both the Graph data as well as the Tabular data present in the widgets in the form of a CSV.

Follow the steps below to export a report,

1. Go to Analytics.
2. Select a report you would like to export and click on it.
3. Inside the report, navigate to the export icon and select Export report from the dropdown.
4. Here you can select the pages in the report you want to export and click Export.

   
   

   
   
   

The report will now be sent as a PDF file to your registered email address.

You can view the following video to understand how to export reports from Analytics.

Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.

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To schedule your custom reports and the widgets.

• Click and open a custom report.
• Click on the Export icon on the top right corner.
• Select Schedule Report from the drop down.
• Set the cadence, customize the time of delivery, subject, and description to suit your business. 
• Under Send to, add your email address. You can add additional email addresses by typing the required ones.
• Click Save.

Note: Curated reports cannot be scheduled. You can only schedule custom reports.

Yes, you can schedule the widgets of custom reports using the Schedule option. You will be able to choose the Report Schedule date, its frequency, and the email content. You can also choose the report widget to be scheduled in the form of a PDF or CSV. Please note that you will not be able to schedule the widgets of curated reports.

The reports and widgets in Analytics have a refresh time of 30 minutes which is standard across all the Freshdesk plans. Hence the widgets/reports cannot be configured to reflect live data unlike the Dashboard feature, which is based on live data.

The Time period/date range of the Analytics report will be the superset of the time period specified in the widgets associated with the reports. In other words, the widget date range needs to be a subset of the report date range.

Yes, when creating a New report in Analytics, you can choose between either creating the report just for yourself or for Everyone. If the latter option is chosen then the agents who have access to the Analytics will be able to see them under the Shared reports section under Analytics.

You can create as many custom reports you want in Analytics. There’s no fixed limit.

You can add as many widgets you want in Analytics. There’s no fixed limit.

Analytics in Freshdesk lets you identify problems and keep tabs on all the metrics that matter to you. With Freshdesk Analytics, you can analyze your entire helpdesk and, most importantly, come to conclusions. From identifying areas of improvement to creating data-driven plans, you can back your support instincts using Analytics.

You can export your helpdesk ticket activities using the Data exports option in the Settings icon. Once you click on the Create Export button, you can set the export based on basic modules such as Tickets, Timesheets, Surveys, Survey Results, Articles, Triage, etc. Apart from this, you can 

• customize the export based on filters, 

• select the ticket field needed in the export, and 

• schedule the frequency and schedule for the reports.

  
  

  
  
  

Please note that this option is available only for the Account admin agent and inaccessible to other helpdesk agents.

Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.

If you have any further questions or clarifications, please drop an email to support@freshdesk.com and our Product Specialist will be happy to assist you.

Since we have updated the metric formulas in Analytics for better accuracy, you will see this difference. You can refer to Analytics for all your support data.

Curated reports are for one-time insights. Freshdesk lets you clone any curated report or widget you want. You can clone a curate report and customize it by applying the required filters and then save it accordingly.

Freshdesk's curated reports in Analytics are the same as in Reports but with more metrics and better visualizations. They provide you with a 360 view of your support performance. Monitor your team's performance along with the metrics most relevant to you. It also provides you with the essential information to chart better customer experiences. 

Here’s a list of the curated reports and their functionalities.

Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.

For a detailed demonstration, please watch the video on Youtube on how to delete agents in Freshdesk.

Once you go inside a curated report, switch from Viewing mode to Editing mode. Now, click on the report name (say Ticket Volume Trends) to get the Clone Report option.

You can control your team's access to Analytics under Admin > Team > Roles > Reports section.
You can provide them with View, Edit, or Manage (includes edit and exports) access.

View - You can access curated reports and custom reports (based on your visibility). With view access, you cannot add Filters but can view underlying data. You can still change visualizations, subscribe to reports, add the widget to another report, and drill down on data.

Edit - In addition to view access, you can add widgets, create custom reports, add/edit filters in existing curated and custom reports (based on your visibility), and delete custom reports. Underlying data will also be visible.

Manage (includes edit and exports) - Along with edit access, you can access Analytics settings and create/edit/delete and enable/disable schedules and exports.

For a detailed comparison of Analytics features across each plan, please refer to the article here.

Note: If you're a Freshdesk customer before the year 2019, you need to upgrade to Estate'19 plan to access custom reports.

You can schedule data export using Settings > Data export. You will find the Settings option near the New Report on Analytics homepage. You can create a data export, select the fields you want, apply the necessary filters and set the schedule.

You can choose the metric 'Time spent in business hours' and sort by the filter 'Status' to know the amount of time spent by each ticket in each ticket status.

You can get this data in two ways:

1. Choose the Metric: Resolved time spent in business hours
Sort by Filter: Status does not include waiting on customer
Group by: Status
From underlying data, you can find out how much time was spent on the SLA status at a ticket level

2. Choose the Metric: Resolved time spent in business hours
Sort by Filter: Status does not include SLA Status: Off
Group by: Status

From underlying data, you can find out how much time was spent on the SLA status at a ticket level