Are reporting metrics calculated based on Calendar hours or Business hours?
The Reports would be based on Business hours and SLA-related reports would be based on the setting under Admin > Workflows > SLA Policies.
Sat, 26 Jun, 2021 at 2:27 AM
How to delete a scheduled report?
Please go to the Reports tab > open the concerned report > click on the green calendar icon against the name of the report. This green calendar icon i...
Wed, 18 Apr, 2018 at 12:29 PM
How to get an export of tickets that have violated SLA?
You can get an export of tickets that breached the SLA by heading to Reports>Agent Performance. Apply the required filters and click on First Response SL...
Wed, 12 Sep, 2018 at 2:38 PM
Are there any limitations in the drill-down option for the Reports?
Please find the limitations in the number of drill down options available for reports given below:  A maximum of 5 filters (fields) can be applied in e...
Thu, 20 Jul, 2017 at 2:02 AM
Is it possible to filter a report based on a custom text field?
As of now, we do not have the functionality to filter reports based on custom text fields, in Freshdesk.  Kindly create this field as a dropdown if poss...
Thu, 20 Jul, 2017 at 2:02 PM
Is it possible to filter tickets based on ticket status?
As of now, status is not available as a filter in Freshdesk.  However, under the "Tickets" tab, you could filter tickets based on Status and A...
Thu, 20 Jul, 2017 at 6:31 PM
Can I change the default values while running a report?
Freshdesk reports mainly focus on the various metrics that can be calculated from tickets from different sources like the portal, email, social, chat or pho...
Fri, 21 Jul, 2017 at 3:26 PM
What are the metrics displayed in Helpdesk In-depth report?
Please find the different metrics of the Helpdesk in depth report displayed are: Ticket metrics - Created tickets, Resolved tickets, Reopened tickets, Un...
Thu, 20 Jul, 2017 at 6:34 PM
Why can't I filter based on Agent and Group in the Helpdesk in-depth report?
The ability to filter based on the Agents and Groups is only available from the Estate/Pro plan onwards.  However, the Agent and Group performance repor...
Tue, 11 Apr, 2023 at 4:45 PM
Why am I not able to filter the Helpdesk In-depth Report based on group and agent name?
The ability to filter Helpdesk In-depth Report based on group and agent name is available only from the Estate/Pro Plan onwards in Freshdesk.  Kindly ch...
Tue, 11 Apr, 2023 at 4:46 PM