Ability to create custom metrics

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.