Sandbox-Freshdesk

Possible queries:

How do I check the number of tickets received?
Can I modify curated reports?

Resolution Path:

• The widgets in the curated reports cannot be modified. However, filters can be applied to widgets on an individual level. The curated reports are available only for customers from the Growth plan, but the availability of each curated report depends on the subscribed plan.
  
  
• To view the curated reports > Go to Analytics and select Curated Reports from the drop-down option.
  
  

  The list of curated reports with the details and plan specific :

  Report	Description	Free (Sprout)	Growth (Blossom)	Pro (Garden/ Estate)	Enterprise (Forest)
  Track helpdesk health Use these reports to know everything about your business, from ticket volume to overall helpdesk performance.
  Helpdesk Performance	Gives an overview of your helpdesk's Time and SLA metrics.	N	Y	Y	Y
  Helpdesk Ticket Volume	Gives an overview of your helpdesk's Ticket metrics. This includes the number of tickets created, resolved, or reopened.	N	Y	Y	Y
  Ticket lifecycle	Lets you quickly analyze the ticket workflows to determine the root cause of your support inefficiencies.	N	N	Y	Y
  Ticket volume trends	Gives an overview of the number of tickets created, resolved, reopened, and unresolved grouped by hour/day/week/month.  It also helps you understand the ticket flow in your helpdesk to allocate resources accordingly.	Y	Y	Y	Y
  Timesheet summary	Provides analysis on time spent on tickets by charge type (Billable/Non-billable), date, ticket, agent, group, and customer so that you can understand how the agents spend their working hours.	N	N	Y	Y
  Canned response report	Provides insights into the canned Responses created, deleted, and used daily, monthly, or yearly. Admins can use this to understand the basic trends and measure the usage of canned responses.spa	N	N	Y	Y
  Knowledge base	Provides a summary of your overall knowledgebase performance. Get key insights on each knowledgebase article and understand how your article metrics have changed over time.	N	N	Y	Y
  Monitor performance efficiency Supervisors can use these reports to keep a tab on agent performance
  Agent Performance	Provides a summary of agent's performances during the selected period. You can sort your agents based on various metrics, like SLA compliance.	N	N	Y	Y
  Group Performance	Provides a summary of the groups' performances in the selected period. You can sort your agent groups based on various metrics like SLA compliance.	N	N	Y	Y
  Performance Distribution	Focuses on the agent/group performance metrics such as first response time, average response time, and resolution time. The time taken is calculated based on the business hour that applies to each ticket. For example, 24 hours equals one day if you have 24x7 support and four days if you have a 6x5 hour workday.	N	N	Y	Y
  Average handling report	Lets you view the total time tracked for all tickets in your helpdesk. Get complete visibility of your team’s performance, measure their productivity, identify the gaps, and improve the ticket handling time.	N	N	Y	Y
  Gauge customer impact Use these reports to know how your customers feel about your business
  Customer satisfaction survey results	Helps you analyze the agents' performance and assess the customer service provided.  You can use this to improve your training and help your team perform better.	N	N	Y	Y
  Top customer analysis	Gives an overview of the top customers who interacted the most with your agents.  You can also view the trends on the type of tickets raised by the customers.	N	N	N	N

  For more details,  refer - https://support.freshdesk.com/en/support/solutions/articles/50000005983-overview-of-curated-reports
  
  
• Post validating the account details and available reports/features, guide the customer based on the requirement. If the customer would like to obtain how their agents have performed, the Agent Performance Report can be suggested.
  
  
• If the customer knows what report has to be checked but would like to filter the data, the available interactive filters can be suggested.
  
  
• If the data they would want to filter is not present as an interactive filter, click on Edit button and the filter icon below. With this they can view the required data.
  
  Based on the plan, the customer will have the option to Save the changes as a new report, else the changes will get discarded.
  
  
  
• If there are issues with the curated reports being missed or field values not showing up while filtering, an L2 can be raised with occasional agent access.