Note: Learn the basics of Analytics in this video. Find the guide to use Analytics here.


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.



You will find a blank report canvas.


To Edit, Delete or Clone report, click on the dropdown near the report title.


 

Widget library

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. To input the metrics you need, you can either create your own widgets or choose from in-built templates.



You will be able to create widgets across four modules:

  • Tickets

  • Timesheets

  • Surveys

  • Survey results


Adding widgets from Templates section


Under Templates section of widget library, 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.


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. 


Adding empty widgets from New section



Widget resizing and rearranging

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. 


When arranged in overlapping order, you can control which widget needs to be in front and back using Order option under icon when hovering over a widget.



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.


Chart visualization 

You can visualize the data the way you want and the widget will change accordingly– area, bar chart, horizontal bar chart, line chart (for date based), donut chart, summary table, pie chart, matrix, bubble, heatmap and tabular.



Cloning the widget

You can add any widget to other existing reports in a click. From the icon, select Clone to replicate the same widget in another report or in a different page of the same report. 

In the popup that appears, select the report(s)/page(s) 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'.


Editing the widget


You can edit the widget using the  icon you get when you hover over a widget. Choosing this option will take you to the widget 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. 


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.



The process is the same for configuring empty widgets as well. All you need to do is pick a module, add metrics and apply the filters you want.


Click here to know how to set up widget filters.


Adding report filters

Once you add the required widgets and come back to report canvas, 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