Sales and Marketing
IT Service Management
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
By Use Case
Use Freshdesk’s Analytics to capture and analyze your customer support data effortlessly.
Freshworks is the only “visionary” on the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center.
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Avoid delays in collating data
Monitor helpdesk productivity, customer experience, and agent workload straight out of the box, all by yourself with minimal effort.
With Freshdesk’s Analytics, leverage your customer support data to craft experiences that ‘wow’ customers. Take charge with curated reports for quick insights, custom reporting to build reports unique to your business, improved shareability for better collaboration. Analytics makes helpdesk reporting easy, so you can now sit back, relax, and data!
Freshdesk’s inbuilt reports provide you with a 360 view of your support function’s 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. All of this in a single click!
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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 absolutely no coding and minimal effort. Create reports on the fly without having to depend on a data analyst or external business intelligence (BI) tools.
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Customize your dashboards to showcase the required metrics, and enable your teams to make data-driven decisions to meet their support targets. A customized dashboard will give your agents visibility into the tickets that require immediate attention, help them quickly jump in, and assist the team with improving the overall metrics. It can also motivate them to make it to the top of the leaderboard.
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With specially curated reports for Field Service Management, you can monitor field team performance easily. Spot trends in the total volume of service tasks created or compare resolution rates between last week and this week to gauge your team’s efficiency.
A separate performance report will help you monitor the quality of field service delivered. Track the number of service tasks your technicians have resolved over a time period and see if they are improving. Keep a close eye on the number of appointments missed by field technicians or service groups.
Improve your content creation process by getting key insights about your solution articles and agent performance. Identify the best and least performing articles at a glance, get an overview of the top contributors, and build your own reports to uncover all the factors influencing your knowledge base performance.
Compare any two of your key support metrics to see how they interact with each other. You can even study a single metric across different timelines to identify underlying patterns and problems. Be your own standard and measure your progress to see how you fare
Have your most important reports delivered regularly to your inbox by setting up schedules. Get your reports in a PDF format that includes data visualizations.
Apply filters and operators to your data as you go. Delve deeper and glean insights from your data along with the ‘AND’, ‘OR’, & ‘NOT’ operators, to sift through the complexity of the data.
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