Reporting in with new product updates

To this day, we’re still not sure who originally came up with the phrase ‘know thyself’, but I think we can all agree that it represents fairly sound advice – for businesses as well as people. When you consider the fact that 89% of consumers stop doing business with a company after experiencing poor customer service*, resolving customer issues efficiently and avoiding roadblocks becomes very important indeed. Reporting helps you identify those roadblocks, which is why it’s been a critical component of Freshdesk since the beginning; but there’s always room for improvement, and we’ve never stopped trying to make it better.

Here are a few of our recent updates.

Feature: Insights

Where to find it: Reports > Insights

Who will love it: Admins, Supervisors

Available on: Estate & Forest

The Insights feature gives you all the important day-to-day metrics of your helpdesk at a glance; thus allowing you to gauge your team’s performance in one quick snapshot. No need to go digging through your email or get an indepth report running when you think something might’ve gone wrong – all you have to do is define when a metric becomes an outlier (by setting the thresholds; we’ve got some default recommendations in place), and the Insights pane will highlight them when that situation arises. For admins’ eyes only!

Feature: Answers

Where to find it: Reports > Answers

Who will love it: Admins, Supervisors

Available on: Estate & Forest

When you’re new to a helpdesk, knowing what reports you need to look at can be daunting, let alone actually finding them. With our new Answers feature, new admins & supervisors can find helpdesk metrics easily with just a few clicks. And, if you’re not sure how to phrase the question, automatically-generated search suggestions help you get where you need to be.


Feature: Ticket Lifecycle Report

Where to find it: Reports > Productivity

Who will love it: Admins, Supervisors

Available on: Estate & Forest

As the name suggests, the ticket lifecycle report takes you through the entire lifecycle of a ticket, from creation to resolution. You can set this report to analyze resolved tickets in your helpdesk over a specific time period, which then helps you zero in on any potential issues that could have caused delays in resolution. Track the amount of time your tickets spent in each stage of their journey, and streamline your support processes accordingly.

Ticket Lifecycle


Feature: Scheduled Ticket Export

Where to find it: Reports > Scheduled Ticket Export

Who will love it: Admins, Supervisors

Available on: Estate and Forest

Scheduled ticket exports can be a lifesaver for a support team that’s trying to maintain coherence and make data-driven decisions when dealing with multiple squads, departments and/or regional groups. These exports come in two flavours – you can export ticket activities and/or ticket properties.

Exporting ticket activities means that you’ll receive a daily update of all the events that took place in your tickets the previous day (which you can then use with third-party business intelligence tools such as Tableau or Power BI to discover underlying patterns). Ticket properties, on the other hand, lets you compare turnaround times for different groups, and track your helpdesk’s performance.

Scheduled Export


We’ve covered reporting at length this month, because we think its importance can’t be overstated. But don’t just take our word for it – here’s what John Tukey, a pioneer in the fields of computer science and statistics, had to say on the subject:

The greatest value of a picture is when it forces us to notice what we never expected to see.


*according to the RightNow Customer Experience Impact Report

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