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: Out of the box reports that provide fundamental support stats. These are the same default reports you used to view in the Reports module. In Analytics, they will have a revamped appearance and the best part is the wide range of report filters. These will help you understand your customer service in one glance.
Custom reports: It offers the flexibility to create your own reports. You can select the metric(s) you want to study, apply the right filters, and employ the perfect dimensions to analyze your data. This helps you identify gaps before they become critical issues and create a positive impact.
The widgets are the entities that can be configured based on any of the available metrics. They are available in the widget library on the right pane and are categorized into four types:
Tickets
Timesheet
Surveys
Survey results
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 use the Clone Report option to clone the report and you can add widgets and configure them accordingly.
The Helpdesk in-depth analysis report was a place where you could get a holistic view of the Ticket flow and the Key Performance Indicators that determine the performance of the helpdesk. In Analytics, the ticket flow and KPIs are split into two reports. While the Helpdesk Ticket Volume report provides a detailed analysis of the ticket flow based on the different ticket properties, the Helpdesk Performance report emphasizes the KPIs like Response and Resolution times, etc.
Inside every report, you have the Export icon below the search bar. You can click this icon to export the report in the form of 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.
You can schedule your reports and the widgets present inside on an individual level.
Click on the 
icon which can be found in the report/widget. Set the cadence, customize the time of delivery, subject, and description to suit your business.
Under Send to, you will find your email address. You can add additional email addresses by typing the required ones.
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.
In Analytics, you can export the ticket activities using Data exports present in the All reports dropdown. Once you click the New Export button, you can set the export based on four basic modules, which are Tickets, Timesheets, Surveys and Survey Results. 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, as well. This option is available only for the Account admin agent and cannot be accessed by other agents in the helpdesk.
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.
The curated reports in Analytics are the same ones you saw in Reports. The only difference is we have added more metrics and visualizations.
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.
In Viewing mode, the filter options will be hidden. This helps you analyze reports in full focus. You can still change visualizations, add the widget to another report and drill down on data.
In Editing mode, you will have complete control over a report. You can add widgets, apply filters, change format and clone the report.
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
