Reports
First Response SLA% = The percentage of the number of tickets where the first responses were sent within the SLA divided by the total number of tickets on w...
Tue, 18 Jun, 2024 at 4:47 PM
The Reports would be based on Business hours and SLA-related reports would be based on the setting under Admin > Workflows > SLA Policies.
Tue, 18 Jun, 2024 at 4:48 PM
The ability to filter Helpdesk In-depth Report based on group and agent name is available only from the Estate/Pro Plan onwards in Freshdesk. Kindly ch...
Tue, 18 Jun, 2024 at 4:48 PM
In the current reporting model, data for the accounts in the Forest/Enterprise plan would be pushed out in half an hour and in an hour for the Estate/Pro. ...
Tue, 18 Jun, 2024 at 4:49 PM
The response time does not depend upon the Status of a Ticket. So, if a ticket is moved to Waiting on Customer or Pending, the time spent in those stat...
Tue, 18 Jun, 2024 at 4:49 PM
Please navigate to Admin -> Workflows -> Ticket Fields to set up a custom dropdown field for Country/Location which would be available on the ticket f...
Tue, 18 Jun, 2024 at 4:50 PM
Please go to the Reports tab > open the concerned report > click on the green calendar icon against the name of the report. This green calendar icon i...
Tue, 18 Jun, 2024 at 4:50 PM
Ticket Volume Trends should help you with this metric. Navigate to Analytics > Curated reports > Ticket Volume Trends > Load Analysis. You can ...
Tue, 18 Jun, 2024 at 4:50 PM
When you have meetings for which you need to present data, you would like to acquire reports from the various options presented in the reports tab. In order...
Tue, 18 Jun, 2024 at 4:50 PM
Current Plan Old Plan Reports Filter Refresh Time Free Sprout Ticket Volume Trends Filter By date range 24 Hours Growth ...
Tue, 18 Jun, 2024 at 4:51 PM