Note: Learn the basics of Analytics in this video. Find the guide to use Analytics here.
Analytics in Freshdesk lets you identify problems and keep tabs on all the metrics that matter to you. Measure and improve efficiency easily; pay attention to the most vital cogs of your helpdesk.
Take charge of your customer support data with curated reports for quick insights, custom reporting to build reports unique to your business, and improved shareability for better collaboration.
Freshdesk's curated reports provide you with a 360 view of your support performance. Monitor your team's performance along with the metrics most relevant to you. It also provides you with the essential information you need to chart better customer experiences.
What it tells you
Overview of your helpdesk's Time and SLA metrics.
Helpdesk Ticket Volume
Overview of your helpdesk's Ticket metrics. This includes the number of tickets created, resolved, or reopened.
Summary of the agents' performances in the selected time period. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing agents.
Summary of the groups' performances in the selected time period. You can sort your agent groups based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing groups.
Ticket volume trends
Shows which hour/day/week/month/year receive the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk, and it helps you allocate resources accordingly.
Focuses on the agent/group performance metrics such as first response time, average response time, and resolution time. The time taken is calculated based on the business hour that applies to each ticket. For example, 24 hours equals 1 day if you have 24x7 support and 4 days if you have a 6x5 hour workday.
Keeping track of the time spent on each ticket helps you generate timesheets and invoice your clients. Freshdesk's Timesheet Summary lets you generate and analyze the time-spent by filtering - based on customers, groups of customers, and your agents - so that you can understand where the working hours are going.
Recurring SLA violations are often a result of poor support processes, an inefficient vendor you are currently working with, a particular team or agent slacking off, and so on. With the Ticket Lifecycle Report, you now have an easy way to analyze these scenarios to determine the root cause of your support inefficiencies.
Top customer analysis
Freshdesk's Top Customer Analysis helps you understand which customers have had the most interactions with your agents, as well as letting you see trends in the kinds of tickets they've raised.
The customer satisfaction report helps you analyze your agents' relative performance, which can, in turn, help you assess your service and provide better guidelines to train support people in the future based on past results.
With multiple ways to look at helpdesk reporting, Freshdesk's Analytics lets you customize and build your reports in the way you want them - with minimal effort. It offers the flexibility to pick the metric(s) you want to study, the adaptability to select the right filters you want to apply, and the capability to employ the perfect dimensions to analyze your data.
Learn how to build your own report →
Get your data flowing by setting up schedules to export your helpdesk data in the format you like - CSV, PDF, or API. Download, share, and present your data elegantly with a click, keeping every one of your stakeholders in the know.
Roles and privileges
You can control your team's access to Analytics under Admin > Roles. You can provide them with View, Edit, or Manage (includes edit and exports) access.
View - You can access curated reports and custom reports (based on your visibility). With view access, you will not be able to add Filters but can view underlying data. You can subscribe to reports.
Edit - In addition to view access, you can create custom reports and add/edit filters in existing curated and custom reports (based on your visibility) and delete custom reports. Underlying data will also be visible.
Manage (includes edit and exports) - Along with edit access, you can access Analytics settings and create/edit/delete and enable/disable schedules and exports.
By default, if a person has View access in old Reports, they will have Edit access in Analytics. If they have Export reports access in old Reports, they will have Manage (includes editing and exports) in Analytics.
Click here to know the feature available for your plan.