Sandbox-Freshdesk

Tickets that are marked as spam, deleted and those that are merged will not be considered in the Reports. The metric for that ticket will not be included.

When a ticket is re-opened multiple times it is taken as a single count during report generation.  It would show the number of tickets that were reopene...

As of now, we do not have the functionality to filter reports based on custom text fields, in Freshdesk.  Kindly create this field as a dropdown if poss...

The number of Overdue Tickets for an agent can be found from within the Agent Performance Report.  The metric corresponding to Resolution SLA could be c...

You could have this tracked with the Tickets re-assigned metric in "Group Performance" Report. This would show the number of tickets that were re-...

Please navigate to the "Dashboard" and click on the dropdown with the label "Standard" and then select "Admin Snapshot" from t...

The dashboard is available in three types of snapshots : 1. Admin Snapshot 2. Supervisor Snapshot 3. Agent Snapshot These are role-based snapshot ...

The non business hours will not be calculated in reports. The resolution time would be the number of business hours from the ticket creation time to the res...

As of now, status is not available as a filter in Freshdesk.  However, under the "Tickets" tab, you could filter tickets based on Status and A...

You can get an export of tickets that breached the SLA by heading to Reports>Agent Performance. Apply the required filters and click on First Response SL...