Reports
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
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
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
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
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
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
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
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
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
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