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:
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 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:
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 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 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,
Go to Analytics.
Select a report you would like to export and click on it.
Inside the report, navigate to the xxport icon and select Export report from the dropdown.
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.
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.
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.
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.
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.
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
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