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How to include Underlying data in report

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Hi there,

I am trying to create a report that filters all tickets from the previous month for a specific customer. I have figured out to filter my last month, that’s not the issue.

 

I would like to include a list of all tickets that have been created but cannot figure out how to show this list. The closest I have been able to find it is by choosing the “Total Tickets grouped by priority” and then clicking the “Underlying data” which shows me the list of tickets that this widget is being created from.

How can I include this data in my report so I can send it to my customer at the end of the month?

 

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Best answer by Sneha Kandasamy 4 June 2024, 15:57

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RobCrossHM
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You’ll need the Total Tickets Created Metric

 

 

Sneha Kandasamy
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Hi @Drunen,

Greetings from Freshworks community!

I understand your request to include a particular customer's data from the past month. This metric can be utilized to extract the dump for that specific customer.
 

 

 

To include the ticket fields, you can choose the properties from the “Underlying data”.

 

 

To schedule the data at the end of the month, you can choose Schedule>



And choose “Last day” of the month,

 

Hope this helps!

Cheers,
Sneha.

D
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Thank you for these instructions. Is there a setting I need to set in order for the excel spreadsheet of the underlying data to be included? 

Sneha Kandasamy
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Thanks for writing back @Drunen.

You can make use of these options from Schedule-Widget

 

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So this functionality (attach CSV) can only be done at the widget level and scheduled, NOT the report level? 

 

Sneha Kandasamy
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Yes, @Drunen 

CSV file can be populated only from the Widget level.

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Is there a way to get selected data columns from the CSV displayed in a widget and report?

 The closest I can get to this is using the “Total Tickets grouped by Subject” widget, but it only shows the Contact and subject. 

summitventurestudio
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Hi Drunen,

In my own research, I've come across some techniques that might help:

  1. Filtering Data: To include specific customer's data, you can filter the tickets by the customer and the time frame (e.g., last month).

  2. Listing All Tickets: Instead of just viewing summary metrics, some systems allow you to extract the underlying data for detailed reports. This can often be done by accessing the raw data behind widgets and exporting it to a CSV file.

  3. Scheduling Reports: To automatically generate and send these reports, you can use scheduling features to set up monthly reports that include all necessary ticket details.

These methods can help streamline the process of creating and sending comprehensive reports to your customers. If you're interested in discussing these techniques further, feel free to reach out.

Best,
Tanner

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