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.
The Curated reports are the default reports in Freshdesk. They are analogous to the reports found in the old reports. The widgets in the curated reports cannot be modified. However, filters can be applied to widgets on an individual level.
The list of curated reports available in Freshdesk:
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.
The widgets are the entities you can configure based on any available metrics. They are available in the widget library on the right pane and categorized as:
Tickets,
Timesheets,
Surveys,
Survey Results,
Articles,
Triage
Answerbot Questions
Answerbot Recommendations
Canned Response Suggestor
Average Handling Time
Here’s how you can set up a widget,
Log in to your support portal.
Click the Reporting 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 be able to view the widget library on the right panel. If you cannot see the panel, click on icon to display the widget library.
Once you drag and drop a widget, click on the widget to go inside the configuration page.
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 one of the graphical representations: Bar chart, Horizontal bar chart, Donut chart, Summary table and Tabular.
If you want to take a closer look at the widget data, click on Show underlying data present below the widget. You can use the Gear button to add or remove the ticket fields present in the table.
The filters in Analytics are used to narrow down on data and derive potential insights. From priority to requester language, there is a wide variety of filters for you to choose from. There are two types of filters: Basic and Advanced Filters.
Basic filters: You can apply any number of conditional filters based on one logic at a time: AND/OR.
Advanced filters: You can group the filters into multiple AND/OR groups and apply both AND and OR logic at a time.
Legacy Reports vs. Analytics: Legacy reports are being deprecated, while analytics replacing legacy reports come with a latency of 30 minutes and cannot be used for real-time monitoring.
Real-Time vs. Historical Data: Legacy reports display real-time data for the selected time period, capturing assigned tickets within that timeframe. Analytics reports show both historical and real-time data with a latency of 30 minutes, potentially leading to differences.
Scenarios:
Legacy reports capture only the number of tickets assigned to agents within the specified time. Analytics reports capture tickets assigned, reassigned, and unassigned within the same timeframe, potentially resulting in higher numbers.
Analytics counts a ticket as assigned if it was assigned to the agent at least once during the specified period.
Analytics reports include tickets that were assigned, reassigned, and unassigned during the selected timeframe, contributing to potential difference in numbers when compared to legacy reports.
Analytics reports may show higher ticket numbers due to the inclusion of reassigned and unassigned tickets during the selected period.
It's important to understand these differences when comparing ticket statistics between legacy reports and the report from analytics.
Differences in the types of reports:
Helpdesk In-depth report The Helpdesk In-depth report gives you an overview of your helpdesk system, ticket flow, and the Key Performance Indicators that determine the performance of the helpdesk. This report includes the number of tickets created, resolved, or reopened as well as the helpdesk average response time, resolution time, and SLA metrics. You can further perform analysis based on various ticket properties like source, type, priority, status, and number of responses.
In Analytics, the ticket flow and KPIs are split into two reports.
Helpdesk Performance The Helpdesk Performance report emphasizes KPIs like Response, Resolution times, etc. You can choose a time period or the specific date range for which the report has to be generated using the Filter option. When you filter by time period, the percentage change for each metric is calculated using the number of days in the specified period compared with the same number of days in the previous period.
Helpdesk Ticket Volume The Helpdesk Ticket Volume report provides a detailed analysis of the ticket flow based on the different ticket properties. For example as a Supervisor, if you notice that there are many urgent priority tickets and L1 type of tickets getting raised, you can check if there is downtime or a major issue to be addressed.
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.
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 present in the widgets in the form of a CSV.
Follow the steps below to export a report,
Go to Analytics.
Select a report you would like to export and click on it.
Inside the report, navigate to the export icon and select Export report from the dropdown.
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.
Below are the items you need to consider when exporting reports.
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.
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 10 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.
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.
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.
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.
Since we have updated the metric formulas in Analytics for better accuracy, you will see this difference. You can refer to Analytics for all your support data.
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.
Freshdesk's curated reports in Analytics are the same as in Reports but with more metrics and better visualizations. They 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.
Here’s a list of the curated reports and their functionalities.
Report Name
Functionalities
Helpdesk Performance
Overview of your helpdesk's Time and SLA metrics.
Helpdesk Ticket Volume
Overview of your helpdesk's Ticket metrics, including the number of tickets created, resolved or reopened.
Agent Performance
Summary of the agents' performances in the selected time period. You can sort your agents based on metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing agents.
Group Performance
Summary of the groups' performances in the selected time period. You can sort your agent groups based on metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing groups.
Ticket volume trends
Shows which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also see the number of unresolved tickets at the selected time. These reports help you understand the ticket flow in your helpdesk and enable you to allocate resources accordingly.
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 1 day if you have 24x7 support and 4 days if you have a 6x5 hour workday.
Timesheet summary
Keeping track of the time spent on each ticket helps you generate timesheets and invoice your clients. Freshdesk's Timesheet Summary lets you generate and analyze the time spent by filtering - based on customers, groups of customers, and your agents - so that you can understand where the working hours are going.
Ticket lifecycle
Recurring SLA violations are often a result of poor support processes, an inefficient vendor you are currently working with, a particular team or agent slacking off, and so on. With the Ticket Lifecycle Report, you now have an easy way to analyze these scenarios to determine the root cause of your support inefficiencies.
Top customer analysis
Freshdesk's Top Customer Analysis helps you understand which customers have had the most interactions with your agents and lets you see trends in the kinds of tickets they've raised.
Satisfaction survey
The customer satisfaction report helps you analyze your agents' relative performance, which can, in turn, help you assess your service and provide better guidelines to train support people in the future based on past results.
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.
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.
View - 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.
Edit - 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.
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.
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
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