Note: This feature is in beta and is being rolled out in batches. Head over to the community discussion here to share your feedback.

As Administrators or Supervisors, you are often restricted to viewing your reports based on the available metrics and ticket fields. Filters help you refine your reporting, giving a partial understanding of your helpdesk performance. To gain deeper insights relevant to your business, you need more than just filters to harness your customer support data the way you want.

Introducing Custom Reporting in Freshdesk to help you build reports the way you want, with minimal effort, all by yourself. It offers the flexibility to pick the metric(s) you want to study, the adaptability to select the right filters you want to apply, and the capability to employ the perfect dimensions to analyze your data.

For example, let's say you have 100 tickets in your queue. Applying filters, like 'Source is Email' and 'Status is Unresolved' will help you draw out your unresolved email tickets. But, if you want to know how these tickets are spread across all your agents, you’ll have to individually add the 'Agent Name' filter. For an Admin/Supervisor handling a team of even 20 agents, this can be a nightmare. A simple step should give you the spread of these tickets and that’s exactly what 'Group by' in Freshdesk Analytics will help you achieve. 

A quick guide to creating your own report:

  • Log in to your support portal as an Administrator/Supervisor.

  • Hit the 'Reports' icon and choose 'Analytics'.

  • Click on New Report. Give it a title, set the required visibility and click on Create.

    • Use the pencil icon near the report title to rename it, trash icon to delete the report, or the copy icon to clone the report.

  • You will be able to view the widget library on the right pane, that offers a list of reporting widgets specific to your helpdesk across four modules:

    • Tickets

    • Time entries (Timesheet)

    • CSAT surveys (Survey) and 

    • CSAT results (Survey results)

  • You can also search for a particular widget within the library by metric(s) and/or field(s).

  • Drag and drop the desired widget card from the library to create your report.  The widget will auto-load based on the preset metrics, filters, and group-bys.
  • Click on the 'More' icon  that appears once you hover over the widget to:

    • Edit - Choosing this option will take you to the widget page allowing you to modify the configuration of the widget.

    • You can select any metric from the Metrics dropdown (example: Tickets, Public note count, No of group reassigns till date, etc) and choose to generate it in the required mode (example: Total, Percentage, Average, Maximum, Minimum, Sum, etc).

      For metrics that are bound to take place multiple times as events (example: Tickets reopened, Public notes, Tickets assigned to agent), you can specify the time period in the optional filter that appears below. Then, apply the necessary filters by clicking on the 'Add filter' option. You can add multiple filters and choose to have all or any of your filters applied. You can make use of the Advanced filters to leverage the AND/OR operators for yielding refined results. Use the Group by option to select the dimension across which you want to study your metric. This can be a ticket field (default and custom), ticket property, SLA property and more. Under Advanced Options, you can also set Rank Order and Date range dimension.

      Let’s say you want to configure a widget to display ‘The tickets assigned to agent’ for this month. If you want to know only the top five agents to whom the maximum tickets have been assigned, this is where Rank order comes in. After clicking Add rank order, select Top from the dropdown and select five. Similarly, you can view up to 25 top/bottom order based on the metric you’re configuring.

                 Note: You can add rank order only when there is one Group by.

  • Enter the widget dimensions in the 'Date Range Dimension' to limit your metrics within the Date Range you've specified on the Report level. Click on Apply once you’re done. 

             Note: You will be able to add up to 2 levels under 'Group by'.

Saving Widgets:

Use the 'Save' dropdown to Save the widget configuration. If this widget already exists in another report, you'll get the following pop-up when you hit 'Save'.

Use the Save As option to save this widget in this report and also add it to any other reports you have created.

You can add as many widgets as you'd want in a single report, customize each of it by following the above step

Analyze multiple metrics or even compare two metrics by choosing the corresponding option from the 'Configure' dropdown.

Multiple Metrics: Click on 'Add metric' to add another metric you'd like to study.

After you configure your Multiple metric widget, don't forget to hit Save. Alternatively, use the Save As option to add it to any existing report.

Compare Metrics: You can compare a single metric across two different timelines ('current' and 'previous') by choosing the checkbox that appears at the bottom.

You can also choose to study two different metrics by selecting each under 'Measure 1' and 'Measure 2'.

After you configure your Compare metric widget, don't forget to hit Save. Alternatively, use the Save As option to add it to any existing report.

  • Change chart - Choosing this option will give you a list of visualizations you can select from.
    Click on the visualization you like and the widget will change accordingly.


            Additionally, you can make use of the Change chart option within the widget configure page to select a     visualization of your liking.

  • Add to Reports - Choosing this option will enable you to add that widget to other existing reports on a click. Use the checkbox in the following pop-up to select the reports you’d like to copy this widget to. Click on Add to confirm your selection.

    Note: Widgets can be added to other custom-built reports only and not to 'Curated reports'.

  • Remove - Choosing this option will delete the widget from this report upon your confirmation.

Export (widget-, & report-level):

You can export the Graph data, and Tabular data of each widget in CSV format. The Graph data gives you the data points extracted by applying your filters. The Tabular data gives you the raw data associated with the metric(s) that you chose. 

Use the gear button available as part of Tabular data to choose the required fields for display.

You can export your entire report as a PDF which will be sent to your agent email address.

Schedule (widget-, & report-level):

Click on the 'Schedule' button to schedule the standalone widget to be sent Daily or Weekly or Monthly, at the required time, to the required contacts. Customize the subject and description and choose the format (PDF or CSV) in which you’d like to have it sent.

You can schedule the report similar to scheduling the widget and have it sent to the required contacts.

Presentation & Filtering (report-level):

Use the 'Presentation' icon  to present the report, if necessary. You can apply filters on a report level (to all its widgets) by clicking on the funnel icon. Add the necessary filters and click on apply. Your widget will automatically reload to show the reanalyzed visualizations.