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Analytics

91 Topics
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91 Topics

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wade.whiteApprentice

asked in Analytics

Date Range Dimension Question

My team has a bit of confusion between two different Metrics that were setup to show “Average First Response Time”. Within the setup for “Date Range Dimension” on the Widgets, what is the difference between - Date Range Dimension is Created date AND Date Range Dimension is First Response Date?Both have everything else setup exactly the same but give vastly different results. Any help with understanding the difference would be greatly appreciated. Is it data gathered after the Created Date until first response date/time and data gathered after the First Response date until the next response date/time?

15 hours ago

jessicalarson831Apprentice

asked in Analytics

Cleaning up old tickets without affecting reports

I’m helping our team improve our Freshdesk system to take advantage of it’s features, but there are a lot of extremely outdated, inactive and entirely irrelevant tickets still opened. Is there a way to close these out or archive them without affecting reports? They’ve done a better job managing more recent tickets, and we don’t want our current metrics to be affected, but need to clear these out.

11 days ago

lavjosonTop Contributor

asked in Analytics

CSAT in Analytics

Hi everyone! I am trying to create a report regarding CSAT and would like to display some of the Short Text Reponse using a Tabular Data. I would like to know if there is a way I can remove the blank items “---” here? I can’t seem to find the Associated Survey Short Text Response option upon creating a filter. Thank you in advance!

21 days ago

Seema_jafriiApprentice

asked in Analytics

Data Export of Asset Activities

I can see the asset activity data can be exported from Analytics> Asset and selecting activity fields. what is the ETA when it will be rolled out for existing accounts?

1 month ago

AndyRussellSkilled Expert

asked in Analytics

Power BI timestamp query

Hi, we’re pulling data from ticket fields using PowerBI but all the timestamp data such as when the ticket was logged and responded to is 7 hours offset (earlier) than our current time zone. Is there a setting somewhere to set the relative time of the underlying data? The times on the Freshservice console view of the tickets are all showing correctly. ThanksAndy

1 month ago

shannon.mejiaSkilled Expert

asked in Analytics

Avg Metrics in Business Hours

We have a widget for Average Resolution in Business Hours (our Bhrs is 700-1700 M-F). The metrics shows in days and hours, but given our business hours are only 10 hours, how does it show 17 hours….. So this makes me think it is displaying in 24 hour clock, so really our resolution time is actually 6.5 days (2days=48 hours + 17 hours=65 hours divided by 10 hours to get 6.5 days). Is this accurate? And if so, is there a way to change it to reflect business hours days instead of calendar days even when using business hours to calculate???

1 month ago

shannon.mejiaSkilled Expert

asked in Analytics

Custom Field in Analytics Group By

I have custom fields in a CI Type in Assets and need to use that for a group by in Analytics. I am able to get the custom field to show as a filter, but not a group by. The field is a single line text field. Any ideas? I reached out to support, but they are at a loss and need to escalate the ticket….

2 months ago

MuhammedApprentice

asked in Analytics

problem with analytiecs.

Hi All,Could some one tell me how to get the request type and sub-type in analytics without adding servise items in the Filters.Thanks.

2 months ago

RobinHenSkilled Expert

asked in Analytics

Analyse a teams performance

Hi, I want to create a report that displays the performance of a team.It should include the number of tickets resolved per agent, but also the tickets re-assigned to other teams per agent.I can't figure out the second part. Can anyone help me with this? Much appreciated,Regards,Robin

2 months ago

djb_83Top Contributor

asked in Analytics

Ordering Analytics Graph by Month, on a rolling basis

When grouping ticket stats by month, mine show January - December, and the current month is not highlighted, nor is the current month the final month on the chart.Is there a way to make this so the current month is the far right of the graph? In my example, March is the current month, presently as I’ve only been active for 7 months, it’s easy to spot the current month, but once I hit August, the graph becomes more difficult to read at a glance. Any ideas, or not possible?

3 months ago

Debbie LarsenApprentice

asked in Analytics

Average Age of open incidents in freshservice analytic

Hi there, Can anybody help me here? I want to make a matrix in the analytic site that measure the Average age of open incidents in our dept. Is this possible? If so, what type of matrix should be used? I have tried for days now, and nothing will give me the result that I am searching for. Could it be that such a simple and used matrix is not just able in Freshservice yet?

3 months ago

RickCeballosCommunity Debut

asked in Analytics

Uptime SLA

I am trying to put together a custom metric to calculate our uptime sla based on major incidents. I added a custom number field but it does not appear at all in the Columns table. Anyone else do this or something similar?

3 months ago

tusharborseApprentice

asked in Analytics

Location-Based Asset Reports Issue After Recent Update

I wanted to bring to your attention an issue I've encountered since the recent software update.Problem Description: When generating reports for assets based on location, selecting a parent location doesn't seem to consider child locations. The system treats everything as a single location, leading to inaccuracies in the reports.Occurrences: This issue has been consistently observed at multiple points while navigating and utilizing Freshservice.Request for Assistance: I'm reaching out to the community to see if others have experienced a similar problem after the recent update. Additionally, if there are any new configurations or steps needed to ensure accurate location-based reporting, I would greatly appreciate any guidance.Your insights and assistance are invaluable. Let's work together to ensure a smooth experience for everyone.

3 months ago

eeha0120Skilled Expert

posted in Analytics

BobbyBMoreSkilled Expert

asked in Analytics

Analytics for Service Catalog and or Purchase Order

Hi -I am looking to have an analytics dashboard for Service Catalog requests and/or Purchase Orders. I see the out of the box dashboard “Purchase Orders Overview” but that is very high end. I need:Spending total per employee by month Spending by employee per item/per month. For example, Jane Doe spent $232 in June on medical kits and $43 in July Total money spent on all items within a bundle by quarterIf I have the above three, I can complete the rest. I just don’t see an obvious way to set this analytics reporting up out of the box. Is scripting needed?Thanks

4 months ago

djb_83Top Contributor

asked in Analytics

Analytics to show take up of mobile app

Has anyone come across a way to identify the number of tickets that are being logged via the Freshservice mobile app? There’s not a specific Source category built in for it that I am aware of, so I assume they show as ‘Portal’, would be handy to know if people are actually using it after we pushed it out!

4 months ago

raymondcanilaoSkilled Expert

asked in Analytics

Analytics - Sorting of Values

is there a way to sort the value from highest to lowest count?

4 months ago

shannon.mejiaSkilled Expert

asked in Analytics

Overdue Metric report in Analytics

I am trying to create a report that will show me current unresolved tickets that are overdue. There is not a metric filter for overdue or SLA Violated. I looked at this question, but the filter proposed isn’t there anymore. Any ideas?

4 months ago

jcop87Apprentice

asked in Analytics

Analytics - Agent Performance

Hi All, I am trying to get my head around analytics, I used to be able to easily get a monthly report of our agents performance (ticket numbers, open/closed etc). Now when I open the report and filter it I get the correct details on the screen but when I download them it gives me the report with no filters. Has anyone had the same experience? Thanks

5 months ago

LukeCApprentice

asked in Analytics

Analytics - Customize columns for Underlying Data

I am experiencing an existing pattern of not being able to control/manage customised columns of underlying data within any Analytics report.. Where I try to remove checked areas it then becomes very buggy, either adding extra columns or not removing any of those selected. Do other users experience this or know a work around? as it makes the customisation of underlying data tables un-manageable.

5 months ago

RobinHenSkilled Expert

asked in Analytics

Customize/filter Dashboard tiles

Hello, I wonder if there is a way to customize a dashboard tile.The default dashboard tile showing all changes “Past Planned End Date” also includes changes scheduled in the evening.Is it possible to display the changes only when the end time has passed? Thanks,Robin

5 months ago

djb_83Top Contributor

asked in Analytics

Agent Pickup Time Stats

I’m probably staring at it but can’t decipher where I see this, in a curated (Ticket Lifecycle) or custom report:Stat to show the average time it took, by day, for an agent to be assigned or pickup a ticket from the unassigned queue. Im assuming it’s there, as it can be used to push toward automatic ticket assignment to reduce that assignment gap.

5 months ago

shant592Skilled Expert

asked in Analytics

Apache Superset

Has anyone been able to integrate Apache Superset with there FS instance?

5 months ago

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