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 [email protected] and our Product Specialist will be happy to assist you.