Note: Learn the basics of Analytics in this video. Find the guide to using Analytics here.
As Administrators or Supervisors, you are often restricted to viewing your reports based on the available metrics and ticket fields. Filters help 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. This can be a nightmare for an Admin/Supervisor handling a team of even 20 agents. Here’s a quick guide on custom reporting to make such tasks easier.
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 can name the report at your convenience using the editable name field in the top left navigation bar.
By default, any report you create will be a private report titled 'Untitled Report'. You can make it public by sharing it with your colleagues. You can also clone existing reports and modify them as required.
You will be able to view the widget library on the right panel. If you cannot see the panel, click on the 'Add Widgets' icon to display the widget library.
To input the metrics you need, you can create your own widgets or choose from in-built templates under 'Gallery'.
You will be able to create widgets across five modules:
Adding widgets from Gallery
Under 'Gallery', you can choose various widgets from the Templates section. You can use the 'search widgets' bar to find a particular widget quickly. For example, you can type tickets created in the search bar, and the relevant widgets will be fetched. Before searching, remember to select the module from which you want to pick a widget. For example, if you want to add the ‘Total survey results grouped by Agent name’ widget, you must 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.
Creating widgets from scratch
To create a new widget from scratch, select between multiple widget types: Charts, Text, Image, or Interactive Filter. Drag and drop your respective widget from the right pane into the report canvas.
Once you click on the widget, add the respective metrics and configuration on the right pane and click Apply. Your custom widget will be created.
For example: If you need to create a widget that shows Tickets created vs. resolved, then click on Chart
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 to 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 the Order option under icon when hovering over a widget.
If you want to place the widgets spaciously, you can add another canvas in the same report.
- Click on theicon 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.
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 with 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 by simply clicking on it. The widget configuration pane will appear on the right.
For example, if you drag and drop the ‘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.
To change how the data appears, hover over the widget, click on the visualization icon, and select from a range of visualizations.
To narrow down on the displayed data, hover over the widget, click on the dot button and select the Underlying data option. By clicking on expand icon, you can view the Underlying data that powers the visualization. To hide it, you need to click on Hide underlying data.
The process is the same for configuring empty widgets as well. You must pick a module, add metrics, and apply your desired filters.
Click here to learn how to set up widget filters.
Adding report filters
Once you add the required widgets and return to the report canvas, you can use the icon situated in the right column to add report filters. There are three filters– Basic, Advanced, and Date range. They will help you filter your report based on ticket properties, tags, and time period. Click here to learn 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 share, schedule, and present the report
Sharing a report: You can now share reports and set the access levels for each report that can be given to agents/collaborators in your Freshdesk account. Click our this article to read more.
Scheduling a report: If you want to schedule the report you create daily/weekly/monthly, click on the Share icon. To know more about scheduling, click here.
To present your report in full-screen mode, click on the Present icon.
Note: The above options will be available only when you drag and drop at least one widget