Report filters are global filters that get applied to all widgets present in the report canvas. This helps save a lot of time and effort. You can filter reports using the following criteria:

  • Based on a particular time period or a custom date range - this will help you understand your helpdesk metrics on a day-to-day basis, as well as help you keep an eye on overall performance.
  • Based on ticket properties like type, source, priority, agent, group, and customer or custom ticket fields. You can identify specific channels or areas of your helpdesk that require focus and allocate resources accordingly.
  • Based on knowledge base article properties like author, category, folder, language, and more. This helps you identify how effective your articles have been and how well your content team is performing. To learn more, click here.
  • Based on tags - if your team uses tags to track specific issues or events, filtering your reports by tags will make it easier to understand the main issues that affect your performance and provide insights into finding long-term solutions for those issues. 
  • Based on your use case, you can apply Basic or Advanced filters and use ANY/ALL conditions.


Setting up report filters

  • Log in to your support portal.

  • Click the Reporting

    icon and choose Analytics.

  • Click on New Report near the search bar. Give it a title, set the required visibility, and click on Create.

  • You will be able to view the widget library on the right panel. In case you are not able to see the panel, click on

     the icon to display the widget library.



  • Once you drag and drop the required widgets, click on the
    icon present below the
    icon.


Let's say you offer multi-product support and you want to find the Total tickets grouped by Agent Language, Requester Language, and Timezone for one of your products (consider Freshcaller for this example). Here's how you can do it:

  • Drag and drop the above-mentioned widgets from the widget library to the report canvas. You can place the widgets anywhere on the canvas and resize them the way you want.



  • Click on the
     icon.
  • Click +filter and enter Product is Freshcaller from the subsequent dropdowns.



  • Click Apply and save changes.

Note:  You can create as many basic filters as you want by clicking on +filter.


When you add multiple basic filters, the ALL/ANY condition filter will appear above. If you select ALL, only the tickets that satisfy all the conditions you specify will appear. If you select ANY, the tickets that satisfy either of these conditions will appear. Once you decide on a condition, you can click Apply and analyze the data that appears.


Note: If 'No data' appears on the widget, it means you don't have the relevant data in your helpdesk.


Applying advanced report filters

If you want to apply filters with both ALL and ANY conditions, you can make use of Advanced filters. 


Let's say you want to find the Total tickets grouped by Agent Language, Requester Language, and Timezone for Freshcaller and Freshchat products combined. You want to see only the Freshcaller tickets that came in as emails and the Freshchat tickets of Gold customer tier. Here's how you do it:

  • Drag and drop the above-mentioned widgets from the widget library to the report canvas. You can place the widgets anywhere on the canvas and resize them the way you want.
  • Click on the
     icon.



  • Click +filter. Select Product is Freshcaller from the subsequent dropdowns.
  • Click +filter again and select Source is email. Since the AND condition is applied by default, there's no need to change it.



  • Now, click on Advanced filters from the dropdown.

  • Click +filter group.

  • Select Product is Freshchat from the subsequent dropdowns.

  • Click +filter present inside the filter group.

  • Select Customer tier is Gold from the dropdowns. Since the AND condition is applied by default, there's no need to change it.

  • Now, click on the ALL/ANY condition at the top and change it to ANY.



  • Click on Apply and save changes.


Note: You can apply any combination of basic and advanced filters based on your use case.


Applying date range as a report filter

The date range filter is used to specify the time period over which you want the widgets to load. After adding the necessary widgets and configuring them, this is how you can add the date range filter:

  • Click on the
     icon.
  • Click on +date range.
  • If you want to see the data in the last 6 months, select in the last 6 Months from the subsequent dropdowns.

Note: After typing in the number, press Enter to get the next dropdown.



  • When you click Apply, the following popup will appear.



  • Tick the checkbox and click Apply. Save the changes.


In order for the date range filter to work, the metrics inside all widgets have to be mapped to a date range dimension. Since entering them one by one would be time-consuming, every metric is mapped to a default date range dimension through this popup. For example, the metric Tickets created would get mapped to Created date whereas Tickets resolved would get mapped to Resolved date. 


While this works for most scenarios, you would want to assign a different date range dimension to a metric in certain use cases. This is where you would be required to set the date range dimension manually before applying the date range filter. Click here to know more.