Analytics

How to view and edit mode in Analytics?
You can control your team's access to Analytics under Admin > Team > Roles > Reports section. You can provide them with View, Edit, or Manage (...
Tue, 18 Jun, 2024 at 5:10 PM
How do I export the report data from Analytics?
Inside every report, you have the Export icon below the search bar. You can click this icon to export the report as a PDF but not as a CSV. However, you wil...
Tue, 18 Jun, 2024 at 5:10 PM
What are widgets in Analytics?
The widgets are the entities you can configure based on any available metrics. They are available in the widget library on the right pane and categorized as...
Tue, 18 Jun, 2024 at 5:11 PM
The numbers in Reports and Analytics do not match. Is there a mistake?
Since we have updated the metric formulas in Analytics for better accuracy, you will see this difference. You can refer to Analytics for all your support da...
Tue, 18 Jun, 2024 at 5:11 PM
How do I get my existing reports in Analytics?
Freshdesk's curated reports in Analytics are the same as in Reports but with more metrics and better visualizations. They provide you with a 360 view of...
Tue, 18 Jun, 2024 at 5:12 PM
Can the Reports in Analytics be shared with others in the helpdesk?
Yes, when creating a New report in Analytics, you can choose between either creating the report just for yourself or for Everyone. If the latter option is c...
Tue, 18 Jun, 2024 at 5:13 PM
How can I measure resolution time for a ticket excluding the time spent on waiting for the customer?
You can get this data in two ways: 1. Choose the Metric: Resolved time spent in business hours Sort by Filter: Status does not include waiting on custome...
Tue, 18 Jun, 2024 at 5:15 PM
Will I be able to schedule report widgets?
Yes, you can schedule the widgets of custom reports using the Schedule option. You will be able to choose the Report Schedule date, its frequency, and the e...
Tue, 18 Jun, 2024 at 5:16 PM