Group by is a widget-level filter that helps group your data based on a category. For example, the widget named Total tickets grouped by Source gives the number of tickets that came in as emails, calls, chats, etc. 


Note: You can add a maximum of two group bys in Freshdesk Analytics. 


Adding the first 'group by'

In the widget library, the widgets that start with average (like Average time clocked of Timesheet) won't be grouped by any category. You can add two group bys to these widgets.


Let's say you want to see the average resolution time of agents during business hours. Here's what you need to do:

  • Log in to your support portal.
  • Click the
    icon and choose 'Analytics'.

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

  • Drag and drop ‘Average resolution time in business hours’ from the widget library to report canvas. Click on it to go inside the widget.

  • Now, click on +group by and select Agent name.

  • Click on
    and add a time period of your choice.


  • Click Apply. Once the data loads, click Save.


You can add a second 'group by' by clicking on +group by again.


Adding the second 'group by'

For widgets that are already grouped by a category, you can filter them with one more 'group by'. Let’s say you want to see the number of surveys grouped by their name and sent date. Here's how:

  • Log in to your support portal.

  • Click the
    icon and choose 'Analytics'.

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

  • Drag and drop ‘Total surveys grouped by Survey name’ from the widget library to report canvas. Click on it to go inside the widget.

  • Now, click on +group by.

  • Select Sent date and choose a time period over which you want to view the data.

  • Add a time period of your choice and click Apply. Once the data loads, click Save.



Adding time period as 'group by'

When you want to compare the metrics by time period, you need to add the same as a group by. Here are the various ‘group by’ that slice the data based on the time period:

  • Date

  • Hour of the day

  • Day of the week

  • Day of the month

  • Month of the year

  • Quarter of the year

  • By month

  • By week

Note: You can add only one time period ‘group by’ at a time.


Let’s say you want to compare the tickets created, tickets assigned, and tickets resolved in the past year on a monthly basis. Here’s how you need to configure the widget:

  • Log in to your support portal.

  • Click the

    icon and choose 'Analytics'.

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

  • Drag and drop any widget (for this example, let’s take Total tickets grouped by Created date) from the widget library on the report canvas. Click on it to go inside the widget.

  • Expand the Total tickets header and change the metric to Tickets created.

  • Under the total tickets header, click on +metric and select Tickets assigned as the metric.

  • Click on +metric again and select Tickets resolved as the metric.

  • Delete the Created date ‘group by’ with

     the button.

  • Now, click +group by and select By month.

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



Note: In order for the ‘group by’ to work, every metric needs to have a date range dimension. 

  • Once you click Apply, you will see that every metric will be automatically mapped to its default date range dimension. 

  • Click on

    and then click +filter.

  • Select Created, in the last from the dropdowns. Type 1 and press Enter. From the subsequent drop-down, select Years.


  • Click Apply and then Save.


Note: If you get an 'Incomplete field' notice below the time period, add on Today in those fields and click Apply.