Reports

Yes, reports can be scheduled to be run daily, weekly or monthly at the selected time.

Reports can be scheduled to be sent out to multiple people in PDF,CSV or XLS format by selecting the schedule option after saving a custom report created.

Yes, you can go to Report->New Ticket Reports. Freshservice allows you to add ticket fields as additional columns to the report’s tabular data. You can select Category, subcategory and Items from the list of supported fields. But paragraph fields cannot be added into Reports.

Scheduling the report option is available only for Pro and Enterprise plans. 

You can do that by navigating to Reports>New report, selecting the filters ‘Ticket Type is Incident’ and ‘Resolution time in BHRS equals X’. 

The requester location can be filtered out by creating a new custom report from Reports>New reports>drag and drop a 'Chart'>Set metrics as 'Users' and selecting the filter requester location as required. Please refer the below image for setting up a report with filter by Location.

Depending on the type of report being generated (i.e., Default, custom or Analytics) the data sync interval is different. For Default reports, the sync would happen every 24 hours. For Custom reports, time interval is 4 hours and for analytics, it would happen every 30 minutes.

The average first response time is calculated based on the time taken for the very first response to be sent by an Agent to a requester.
Note: When you add a private note to a ticket since it is not visible to the requester,  it is not considered a first response.

Average response time is calculated as the average time taken by an agent to respond to a requester. This takes into consideration all agent-requester correspondence in the given period and not just the first response

Average resolution time is the total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period.

You can create a Time Sheet report for getting the billable work done by an agent. Navigate to Analytics -> New Report -> Drag and drop a chart -> Enter 'Timesheet' in Metric and include 'Billable is true' , Agent name is 'agent_name' as shown in the below image. You change the agent name under edit, and you also have the option to group by company, date, agent, group, or name.

You can construct report filters using default/custom ticket fields. Freshservice also allows you to add ticket fields as additional columns to the report’s tabular data. You can click on the 'gear icon' to add more fields by searching it in the column.

You can use the default report, Service Desk At A Glance. This report shows you a quick overview of the core metrics in your support and gives you a good idea of the overall trend in your ServiceDesk. 

Create a new asset report. Since ‘Serial Number’ is only present for ‘Hardware’ assets, you must filter by Root CI type as 'Hardware'’ and CI Type as 'Laptop' or any other CI type to get the serial number data.

Create a new Asset report and have “All Assets” selected under Asset type and then select the filter ‘Used by is none’.

The 'Employee Satisfaction Report' in the curated reports has all the basic widgets that are required to get the satisfaction survey analysis. In addition to this, you could create a Custom Report to get the data on the basis of a Specific Agent.

1. You can select the filter, groups “includes” and have multiple groups set there.

Create a report by choosing ''Software'' as the metric and add the other filters according to your requirement and you can also make use of the ''group by'' filter there.

Create a new asset report. Only Hardware and its child asset types have the ‘Asset state’ property. Therefore, filter by the appropriate asset type. ‘Asset state’ should now be available in the report filters. Use this to get the required data.

‘Number of Reopens’ is a metric that gives the total number of tickets that have been reopened from a closed or resolved status. (Ticket Status changed back from Resolved/Closed to Open). Create a New Report with a widget choosing ''Tickets'' as the metric and enter ''Reopen Count'' and choose the option according to your requirement. 

You can use the report filter ‘Ticket type' is 'Service Request’ when creating a New report. 

For default reports, it is from 2013-present. For custom reports it is from 2010-2023 

When a date range is selected, any ticket resolved in the date range will show up which is why sometimes, the count of resolved tickets appears to be more than received.

The average number of interactions an agent requires to resolve the tickets is a measure of how well the agent knows the product or service, and how good he is at communicating that to the customer. The average number of customer interactions for a particular customer’s tickets show whether the customer is a new user or a power user, or if she is a supportive/happy customer or a problematic/unhappy customer.

Tip - Ideally, you should have fewer agent and customer interactions on each ticket.

The report calculates the response time based on the Business hours of your servicedesk.

The green and red arrows indicate the rise and fall of metrics in the current time range compared to the same duration in the past.

You can use the first response escalated filter under Reports>New reports. 

Create a custom report with the appropriate filters selected to match your requirements. Add ‘Last Updated Time’ as a column in the report’s tabular data by using the ‘Add fields’ option.

Create a New report and filter by ‘Resolutions status is SLA VIOLATED’ to get a report of all closed/resolved tickets whose SLA’s have breached.

We can populate a report based on the OS present in an asset of type Desktop/Laptop/Computer. Create a Custom Report with the asset type set to one of the above. OS should now be available as a report filter and you can use it to generate the required report.

This is a count of all the tickets in your service desk that are currently not in resolved/closed status. So setup a report by navigating to Analytics --> New Report --> Drag and drop a chart --> Set the Date Range according to your requirement --> Status does not include ''Closed and Resolved''. And you can group by Agent name or group name according to your requirement. 

Reports would be visible for all agents with the associated default agent role as Supervisor and above. Should your plan have custom agent roles, an agent who has been given the necessary privileges in the ‘Reports’ tab under ‘Roles->Permissions’ should have access. You can either set it up under 'Agent roles' and 'Admin roles'.

The export of the ticket count will include all the merged tickets, while the reports don’t include them. But incase there's a big difference between the widget from Reports or Dashboard and the export of tickets in your portal, please write to support@freshservice.com . 

All the Resolved and Closed Tickets will be taken into account when calculating Resolved Tickets. 

Resolution SLA% is the Number of tickets resolved within the SLA as a percentage of the total number of tickets resolved during the selected time period.

A maximum of 4 additional filters(fields) can be applied in each report.

Unfortunately, the custom fields cannot be reported in reports. But the same can be achieved in Analytics. First, you will have to select the asset type and the custom fields pertaining to those fields will be listed.

Once you make the source change on some tickets this change will be reflected after the report sync time. For example, If you have a ticket #1 and you have changed its source from Email to portal then once the report sync time is crossed the ticket #1 will be under portal tickets count instead of Email.

FCR% (First contact resolution %) is the percentage of tickets that were resolved after the initial contact was made by the customer. This means that the customer interaction must be 0 for resolved tickets, irrespective of the number of responses sent by the agent. The initial description of the ticket will not be considered as a customer's response.

FCR% = % of Number of tickets resolved after the first contact made by the customer divided by the total number of tickets resolved in the selected time period.