Freshdesk provides a set of default prebuilt reports for the most common support use cases. You can use these readily available reports to get a 360 view of your helpdesk and monitor your team's performance with the most relevant metrics.


Note: The curated reports are available only for customers from the Growth plan. However, the availability of each curated report depends on your subscribed plan. Check the table below.


To view the curated reports:

  1. Log in to your Freshdesk account as an admin.
  2. Go to Analytics and select Curated Reports from the drop-down option.

The list of curated reports are:

ReportDescriptionFree
(Sprout)
Growth
(Blossom)
Pro
(Garden/
Estate)
Enterprise
(Forest)
Track helpdesk health
Use these reports to know everything about your business, from ticket volume to overall helpdesk performance.

Helpdesk Performance 

Gives an overview of your helpdesk's Time and SLA metrics.

NYYY

Helpdesk Ticket Volume

Gives an overview of your helpdesk's Ticket metrics. This includes the number of tickets created, resolved, or reopened.

NYYY

Ticket lifecycle

Lets you quickly analyze the ticket workflows to determine the root cause of your support inefficiencies.
NNYY
Ticket volume trends

Gives an overview of the number of tickets created, resolved, reopened, and unresolved grouped by hour/day/week/month. 

It also helps you understand the ticket flow in your helpdesk to allocate resources accordingly.

YYYY
Timesheet summary

Provides analysis on time spent on tickets by charge type (Billable/Non-billable), date, ticket, agent, group, and customer so that you can understand how the agents spend their working hours.

NNYY
Canned response report
Provides insights into the canned Responses created, deleted, and used daily, monthly, or yearly.

Admins can use this to understand the basic trends and measure the usage of canned responses.spa
NNYY
Knowledge base
Provides a summary of your overall knowledgebase performance.

Get key insights on each knowledgebase article and understand how your article metrics have changed over time.
NNYY
Monitor performance efficiency
Supervisors can use these reports to keep a tab on agent performance

Agent Performance 

Provides a summary of agent's performances during the selected period.


You can sort your agents based on various metrics, like SLA compliance.

NNYY

Group Performance

Provides a summary of the groups' performances in the selected period.


You can sort your agent groups based on various metrics like SLA compliance. 

NNYY

Performance Distribution 

Focuses on the agent/group performance metrics such as first response time, average response time, and resolution time.

The time taken is calculated based on the business hour that applies to each ticket. For example, 24 hours equals one day if you have 24x7 support and four days if you have a 6x5 hour workday.

NNYY
Average handling reportLets you view the total time tracked for all tickets in your helpdesk.

Get complete visibility of your team’s performance, measure their productivity, identify the gaps, and improve the ticket handling time.
NNYY
Gauge customer impact
Use these reports to know how your customers feel about your business
Customer satisfaction survey results

Helps you analyze the agents' performance and assess the customer service provided. 


You can use this to improve your training and help your team perform better.

NNYY
Top customer analysis

Gives an overview of the top customers who interacted the most with your agents. 

You can also view the trends on the type of tickets raised by the customers.

NNNN


FAQs:


1) Can I add widgets to curated reports?


You cannot add new widgets to the curated reports by default. However, you can Clone the Report as a custom report and have the widgets added by following the steps below:

  • Open a Curated Report.
  • Click on the three dots next to the name of the report.
  • Select Clone Report and modify the name of the report to your preference.
  • Click Copy.


Now, you can click Add widgets and Drag and Drop a chart to start building the widget.



Note : The option to clone reports are currently available from Growth plans.