Note: Learn the basics of Analytics in this video.
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.
That’s why we have introduced 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. To make such tasks easier, here’s a quick guide on custom reporting.
Creating a new custom report
Log in to your support portal.
- Hit the 'Reports' icon and choose Analytics.
- Click on New Report near the search bar. Give it a title, set the required visibility and click on Create.
Click on Editing mode to get the widget library, filters and format options.
To Edit, Delete or Clone report, click on the dropdown near the report title.
Finding the widgets for the report
You will be able to view the widget library on the right panel. In case you are not able to see the panel, click on icon to display the widget library. You will be able to add a list of reporting widgets specific to your helpdesk across four modules:
Time entries (Timesheet)
CSAT surveys (Survey) and
CSAT results (Survey results)
Under each module, there will be various widgets for you to choose from. You can use the search widgets bar to find a particular widget quickly. Before searching, remember to select the module from which you want to pick a widget. For example, if you want to add ‘Total survey results grouped by Agent name’ widget, you need to select Survey results from the dropdown. Only then, the search bar will show the required widget.
Note: Press Enter after typing any keyword in the search bar.
Adding widgets to the report
Once you have chosen a widget, drag and drop it on the report canvas. The widget will auto-load based on the preset metrics, filters, and group-bys.
Note: If ‘No data!’ appears on a widget, it means you don’t have any data related to the widget.
You can increase or decrease any widget size by clicking and dragging its bottom right corner. If you want to place it elsewhere on the report canvas, hover over the widget title to drag it wherever you want.
This way, you can add up to 36 widgets in a report canvas. You can place the widgets side by side or arrange them in an overlapping order.
If you want to place the widgets in a spacious manner, you can add another canvas in the same report.
- Click near Page 1 at the bottom.
- In the newly created canvas, add the necessary widgets.
To rename or delete the page, click on the downward arrow near the Page number.
Handling the widget
Click on the that appears once you hover over the widget. There will be four options:
Add to report
Remove the widget
Choosing this option will take you to the widget page allowing you to modify the configuration of the widget. Alternatively, you can also click on the widget to go to the configuration page. Inside the widget, the metric filter will be on the right.
For example, if you drag and drop ‘Total tickets grouped by Status’ widget and click Edit, the metric filters beside the graph would show up like this:
If you click on the three dots near the metric header, you will find the option to Clone, Rename and Delete the metric.
If you want to go back to report canvas, click back icon near the widget title.
To change the way the data appears, click on the dropdown on the top right corner of the chart and select from a range of visualizations– bar chart, horizontal bar chart, donut chart, summary table, tabular, line chart (for date based) and text (for time based).
To narrow down on the displayed data, click on Show underlying data below the graphical representation. You will be able to see a detailed split up and also control what needs to be displayed using the . To hide it, you need to click on Hide underlying data.
Click here to know how to set up widget filters.
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– bar chart, horizontal bar chart, line chart (for date based), donut chart, summary table and tabular.
Add to reports:
Choosing this option will enable you to add that widget to other existing reports on a click. In the popup that appears, place the cursor in the Reports multi-select box and 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 this widget:
Choosing this option will delete the widget from this report upon your confirmation.
Adding report filters
Once you add the required widgets and configure them, you can use the icon situated in the right column to add report filters. There are three kinds of filters– Basic, Advanced and Date range. They will help you filter your report based on ticket properties, tag and time period. Click here to know more about how to apply report filters.
Note: Filters added on the report level will be added to all widgets in the report. Filters added on the widget level will hold good only for that widget.
Changing the layout format
To change the layout format of the report canvas, click on icon present in the right column. You can choose between 16:9 and 4:3 landscape.
How to export, schedule and present the report
Clicking on icon will export the report as a PDF to your email address.
If you want to schedule the report you create on a daily/weekly/monthly basis, click on icon. To know more about scheduling, click here.
To present your report in full screen mode, click on icon.
Note: The above options will be available only when you drag and drop at least one widget