Possible queries:
Can I define a custom metric for reporting in Analytics?
How to create custom metrics?


Resolution Path:

  • Validate account and plan details.

  • Custom metrics are available only in both Standalone and Omnichannel plans for Pro(prev Estate) and Enterprise(prev Forest).

  • In brief, a metric is a number property that you can measure or operate on. Example: Tickets reopened is a metric that measures the number of times a ticket was reopened. With custom metrics, you can define your parameters and filters and use it in a report.

    Refer to the following for more details - https://support.freshdesk.com/en/support/solutions/articles/50000005530-creating-custom-metrics-in-analytics

  • Note:
    -> Only users with edit and export access can create and modify the custom metrics.
    -> Currently, we cannot create custom metrics using custom fields created under Admin > Ticket fields.

  • If the feature is unavailable in the account in the applicable plan, an L2 ticket can be raised.