Analytics

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.

Curated Reports

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.

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 graphical representation: Bar chart, Horizontal bar chart, Donut chart, Summary table, and Tabular.

If you want to take a closer look at the widget data, click Show underlying data below the widget. You can use the Edit Column button to add or remove the Fields present in the table. You can use the filters to drill-down further into the underlying data. 

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 (Underlying data) present in the widgets in the form of a CSV.

Underlying data: The underlying data refers to the original, detailed information stored within the platform's database. Essentially, it serves as the raw material from which insights and reports are derived. This data provides the foundation for deeper analysis and understanding of customer interactions and support processes. It can be exported by selecting the CSV of tabular data from the widget.

Graph data: Graph data represents the summarized and visualized insights drawn from the underlying data. This visual representation offers a distilled view of key performance indicators, making it easier for users to grasp trends and make informed decisions without delving into the detailed raw data. It can be exported by selecting the CSV of graph data.

Steps to export the complete report as PDF

1. Go to Analytics.
2. Select a report you would like to export and click on it.
3. Inside the report, navigate to the export icon and select Export report from the dropdown.
4. 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.

Steps to export the widget level report

1. Go to Analytics
2. Open the report
3. Expand the desired widget
4. Click the options for the widget represented as three horizontal dots.
5. Select Export to email/Download > CSV/PDF of graph/tabular data accordingly

Below are the items you need to consider when exporting reports.

1. Make sure the date range of the export is correct and valid across Widget level/Page level/Report level filters. If the date filter is set different in the Page level/Report level filters, than the one in Widget level, the exported data may not have the expected results.
2. Make sure you are selecting Graph data for the trend numbers you see in a widget and the Underlying data for the complete data set of the widget. You can select up to 20 fields as columns for the export from the underlying data by editing the report, and adding fields using the 'Gear' icon as shown below.

Based on the volume of data, it may take several minutes to export and send the data to your mailbox. 

Note: If the date range is correctly set and you still do not receive the export for the specified date range, try this troubleshooting step: edit the report, remove the date range filter, save the report, then edit it again and reapply the desired date range. Finally, save the report and proceed with the export. If you still face issues, reach out to our support.

To schedule a data export:

1. Login to your support portal as an Administrator/Supervisor.

2. Go to Analytics > click the gear icon(Settings) on the top right corner > choose Data Exports.

3. Click on Create Export.

4. Give it a Name, Description and choose a Module from which you want to export data: Tickets, Timesheet, Surveys, Survey results, Articles, and Triage.
5. Choose when you'd like to receive the export from the Schedule dropdown field (Daily, Weekly or Monthly) and then set the required time.
6. Set any Filters of your choice. All your dropdown and dependent fields will be displayed.
7. Choose the Ticket fields and/or Tag fields you want to include in the CSV file.

Note: It is not possible to use the date range dimension filter when creating an export via Data Exports in Analytics

To receive the export file via API

1. Copy and paste the URL in your Business Intelligence tool.

2. Once you hit the API from your BI tool, you will receive a response in the following format:

{ "export":{
    "url":"..."
}
}

The URL parameter holds the link to the latest export file for that schedule. The file will be available for 30 days from the date of creation. 

To access your data exports:

1. To view the exports that you had scheduled, go to Analytics > click the gear icon (Settings) on the top right corner > choose Data Exports.

2. You'll be able to view the Title, Frequency, and the Status of your data export here. 

3. Click on the Title to open a data export schedule, and use the Active toggle to deactivate a schedule.

4. Use the download button that appears when you hover over a scheduled export to download the available data exports.

5. An export once scheduled, cannot be edited. You will have to delete it altogether and create one afresh. Use the delete button that appears when you hover over a scheduled export.

Note: You might need assistance from a developer to hit the API, so please ensure that they have access to the API key of the person who created the schedule.

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.

To schedule your custom reports and the widgets.

• Click and open a custom report.
• Click on the Export icon on the top right corner.
• Select Schedule Report from the drop down.
• Set the cadence, customize the time of delivery, subject, and description to suit your business. 
• Under Send to, add your email address. You can add additional email addresses by typing the required ones.
• Click Save.

Note: Curated reports cannot be scheduled. You can only schedule custom reports.

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.

You can create as many custom reports you want in Analytics. There’s no fixed limit.

You can add as many widgets you want in Analytics. There’s no fixed limit.

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.

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.

You can control your team's access to Analytics under Admin > Team > Roles > Reports section.
You can provide them with View, Edit, or Manage (includes edit and exports) access.

 - You can access curated reports and custom reports (based on your visibility). With view access, you cannot add Filters but can view underlying data. You can still change visualizations, subscribe to reports, add the widget to another report, and drill down on data.

 - In addition to view access, you can add widgets, create custom reports, add/edit filters in existing curated and custom reports (based on your visibility), and delete custom reports. Underlying data will also be visible.

Manage (includes edit and exports) - Along with edit access, you can access Analytics settings and create/edit/delete and enable/disable schedules and exports.

For a detailed comparison of Analytics features across each plan, please refer to the article here.

Note: If you're a Freshdesk customer before the year 2019, you need to upgrade to Estate'19 plan to access custom reports.

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.

You can get this data in two ways:

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