Receiving and resolving tickets is one of the core functions of the service desk. The speed of resolving tickets along with providing the right solutions speaks volumes about your team's efficiency. With custom reports for tickets in Freshservice, you can now track the nitty-gritty details of tickets on your service desk.

In the Reports tab in Freshservice, you’ll find three report categories with default reports - Tickets, Changes, and Assets. To create a new report for incidents/service requests, click on Tickets in the left pane and click New Report.

Completing the New Ticket Report form

Enter a name and a short description for the report.

Here’s how the rest of the sections work.

Report Filter

In the Report Filter, you can select a date range depending on when the tickets were:

  • Created
  • Assigned
  • Resolved
  • Closed

In the second drop-down menu, you can choose between:

  • Time Period: Preset time periods like ‘Last 7 days’, ‘Last 30 days’, and ‘Last 90 days’.

  • Date Range: Specific date range (not more than 6 months).

Right under that, you can add multiple conditions to filter tickets. This makes sure that the report only takes into account the tickets that meet these specific conditions. You can click on the - sign to remove a condition and the + sign to add a new one.

So, in case you’d like the report to only include High Priority Tickets that were created in the last 30 days, and are now closed, the Report Filter section would look like this:

Chart Editor

The Chart Editor lets you select the type of chart and the metrics that it will depict. You can choose between Vertical Bar Chart, Horizontal Bar Chart, Line Chart and Pie Chart depending on the kind of report you want to create.

1. Vertical Bar Charts can be used to compare tickets with specific properties, based on certain metrics.

The X-Axis represents what the data in the chart will be grouped by. The drop-down contains properties with specific values, like Priority, Source, Status, Agent etc. Custom fields that you added to the Ticket form are also shown here provided that it's a ‘drop-down menu’, a 'checkbox' or a ‘date’.

The Y-Axis represents metrics. You can choose between Count of, Sum of and Average of. For each of them, the dependent drop-down will show the following values:

Count of Tickets
Sum of Total Cost
Average of
Total Cost
First Response Time in BHRS
Resolution Time in BHRS

You can choose Vertical Bar Charts to get reports like, “The number of High Priority tickets over the last week”.

While reading the report, you can remove unimportant entries from the X-axis by clicking on it in the legend.

2. Horizontal Bar Charts work in a similar way, the main difference being that the X-axis represents metrics and the Y-axis represents group-by data (and of course, the resulting bars are horizontal). The values in the drop-down lists are just interchanged.

You can choose horizontal bar charts to get reports like, “The number of tickets closed over the last week grouped by agents”.

3. Line Charts can be used to illustrate progress over a period of time.

The values for the X-axis are:

  • Created Date
  • Assigned Date
  • Resolved Date
  • Closed Date

Besides these, any custom ‘date fields’ added to the Ticket request form will also be available here.

The Y-Axis works exactly the same as Vertical Bar Charts.

There’s an added Group by drop-down. This contains Change properties like Priority, Source, Agent etc. This lets you easily compare the results based on these properties.

You can use line charts to get reports like “Comparison of agents based on the number of tickets they closed over the last month”.

The advantage of using a line chart over a vertical or a horizontal bar chart for this report is that it also tells you how many tickets were closed by each agent on a given day in the range.

4. Pie Charts can be used to illustrate numerical proportions.

It is fairly straightforward. Select the property you want the pie chart to be grouped by. Then you can select the metrics that are represented by the chart.

You can use pie charts for reports like “Current status of the tickets created over the last week”.

Note: The Sample Chart uses arbitrary data and does not represent your service desk data.

Preview Data

The Preview Data section shows a tabular representation of all the tickets that are included in the conditions specified in the Report Filter.

Although charts are simpler to interpret, the table lets you include way more data. Click on the Add fields button to add or remove columns. Select or clear the corresponding checkboxes and click on Apply.

You can even group the data displayed in the table by a specific field.

Once you’ve added columns to the table, you can even remove them by hovering over the heading and clicking on the x icon.

Once you’re done, click on Save & Run Report. This will add the new report in the list of Ticket Reports. You can also schedule reports to be generated and sent to you at periodic intervals.

Now, besides editing and deleting the report, you can export a PDF or an XLS version of it, schedule it to be generated at preset times or even email it to a colleague. When you export a report, it is emailed to the email address associated with your Freshservice account.