Reports

Is a merged ticket taken into consideration while generating reports?
Merged tickets would not be taken into consideration while generating reports in the Reports tab.
Tue, 18 Jun, 2024 at 4:42 PM
Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?
The time period within Business hours would only be considered for calculating the response time metrics in the Reports.The time period that was elapsed out...
Tue, 18 Jun, 2024 at 4:42 PM
How do I find the number of replies sent by my agents?
Please Navigate to the Reports tab ->click on Agent Performance Report to see this metric.   The Responses metric would denote the number of replies ...
Tue, 18 Jun, 2024 at 4:42 PM
How can I get a reports with customised metrics to suit my business requirements?
If you require business-specific metrics to be derived from Tickets in your account, you could make use of the Ticket Activities Export feature within Fresh...
Tue, 18 Jun, 2024 at 4:43 PM
Who would have access to Reports in Freshdesk?
The reports tab on your Freshdesk Account would be visible for all agents with the associated Agent Role as Supervisor and above.  Any agent who is asso...
Tue, 18 Jun, 2024 at 4:43 PM
What do the green and red arrow marks in the Helpdesk in depth report denote ?
Percentage decrease or increase of the metric that is shown is a comparison to the previous identical time range. For example, if you are looking at a metri...
Tue, 18 Jun, 2024 at 4:44 PM
What are the metrics displayed in Helpdesk In-depth report?
Please find the different metrics of the Helpdesk in depth report displayed are: Ticket metrics - Created tickets, Resolved tickets, Reopened tickets, Un...
Tue, 18 Jun, 2024 at 4:45 PM
I see that there is a new reporting feature called "Ticket lifecycle" added to my panel. Please brief me about this.
We have a newly added report that gives you the dynamics of a resolved or completed ticket to track the changes made to it which include SLA violations, rea...
Tue, 18 Jun, 2024 at 4:45 PM
Can I change the default values while running a report?
Freshdesk reports mainly focus on the various metrics that can be calculated from tickets from different sources like the portal, email, social, chat or pho...
Tue, 18 Jun, 2024 at 4:45 PM
In the Phone Summary Report, what does "Unanswered Call" mean?
Any call that is not picked up by an agent would be shown as an Unanswered Call. If there are no agents to pick calls the unanswered call would be marked un...
Tue, 18 Jun, 2024 at 4:46 PM