Possible Queries:
- 1. What is the frequency at which the data is getting updated in the Analytics report? Is it plan-based?
- 2. The data in the Analytics reports are not getting refreshed. Can you help?
Resolution Path:
1. What is the frequency at which the data is getting updated in the Analytics report? Is it plan-based?
The reports and widgets in Analytics have a refresh time of 30 minutes which is standard across all the Freshdesk plans. Hence the widgets/reports cannot be configured to reflect live data unlike the Dashboard feature, which is based on live data.
2. The data in the Analytics reports are not getting refreshed. Can you help?
If the customer reports that the data is not getting refreshed, then you can follow the below steps for troubleshooting:
-> Inform the customer that the data will be refreshed every 30 minutes and if it's not updated even after that, then ask the customer to perform any dummy update on the ticket.
-> Suggest them wait for another 30 minutes and see if the data is populated in the Analytics report. If yes, then it should be because of a temporary glitch in the backend.
-> If the data is still not present, then
- Ask a few ticket samples
- Get OA access to the account
- Get access to the report
- Troubleshoot the issue by matching the ticket and filters applied
- If everything is accurate and the data is still not displayed, then raise an L2 ticket for further analysis.