Sandbox-Freshdesk

Possible queries:
Incorrect count in analytics report.
Incorrect calculation of response time.
Mismatch of number of tickets in report

Resolution Path:

• Validate account details.
  
  
• Get the issue and details:
  
  - Metric used and widget configuration. Definitions of metrics are available here - https://support.freshdesk.com/en/support/solutions/articles/50000000041-support-metrics-in-freshdesk-analytics
  
  - Filters applied on Metric level, Widget level, Page level and Report level.
  
  - If the difference in report data is seen by one or all admins
  
  - Since when the mismatch is present (approximately)
  
  - How was the expected value calculated or referred from (eg. Power BI or ticket list view export etc)
  
  - Validate using occasional agent access with account admin rights.
  
  
• Once we have a decent idea on the configuration of the report/widget and why the customer feels there is a mismatch, we would need to compare the data from Analytics and the source where the data is accurate.
  
  - Download/export tabular data with necessary columns saved prior to export.
  
  - If the customer is comparing it with the numbers from ticket list view, get an export from the list view for the same time period and similar configuration.
  
  - If it is not from list view, obtain the file with which data is being compared with. You can also compare it with list view export for another check.
  
  - If it is mismatch in ticket count and the comparison is being made with the ticket list view count, check if merged tickets are contributing to the mismatch. Reporting does not include secondary merged tickets (merged using "Merge" option in Freshdesk or via Ticket Merge API and not the marketplace apps used for merging).
  
  
  
• Once we have the files, the following steps can be taken:
  
  - Check if the scope of the agent is the reason i.e if the user has restricted/group scope, results in Analytics would show up or consider the scope of the user viewing the report.
  
  - Check the timezone of the user facing the issue - in freshdesk profile as well as user profile in Orga
  
  - Check if the metric with the mismatch is historic or not (historic would consider all the changes made and not just the current state of the ticket). Examples in the PDF - Important metric definitions attached.
  
  - Check for the total effective time period for which data is being fetched.
  (Eg: if the page filter is "in the last 6 months" and the widget filter is "in the last 1 months", the effective date range would be "in the last 1 months")
  
  - Check the date range dimension - Created date, Resolved date etc. or if it is just time period.
  (Eg: if the date range dimension is "Resolved date", it will consider for tickets resolved within the effective time period which could have been created anytime.)
  
  - Check if the metric considers the action being performed rather than just the event (For eg: Ticket resolved metric would check tickets that were actually resolved within the date range dimension rather than just the count of tickets that are in resolved status).
  
  - Perform VLOOKUP or check for duplicates and have the list of tickets if there is ticket count mismatch. If it is related to metric calculation, keep a tab of the expected value.
  
  - If the mismatch tickets are obtained, validate a few samples and check the Show Activities of the tickets to understand if it satisfies the filter configurations.
  (Eg: Ticket assigned to agent with a group filter would have the right group captured only if the group was set before or at the time of agent update. If the group was updated after agent assignment, the group would not be captured).
  
   - If there is indeed a mismatch or a clarification is required, raise an L2 ticket with all your findings for further troubleshooting. If the ticket that is supposed to be considered and the said update happened in the last 14-21 days, attach the logs for the update as well.