The reporting section will tell the number of "resolved" tickets, but that number includes closed. Since there was a felt need to have both resolved and closed as the type of ticket, I feel that the reporting should either accurately reflect only resolved, or it should indicate that it's both.
We resolve a ticket only when the issue/request is fixed/completed. If it wasn't, but the ticket is no longer needed for any reason, we use closed. It will skew metrics to have the "resolved" number include both closed and resolved tickets.
Hi Elizabeth, we're working on providing customized reports in Freshservice. Although I can't provide an ETA yet, I'll keep you posted.
Custom reports for Incidents is in the final stage of testing and we are expecting it to release by the end of November.
We really appreciate your patience on this.
Is it going to be available soon? (customs report)
we are in December now ;)
We now do support Custom Reports where you can run the report on every status(Closed/Resolved/Pending). We are releasing a new Enhanced reporting feature(Analytics) which covers more features(Dashboard/Interactive Widgets/Reporting on Problem/Changes/Releases) and is available in Estate and Forest plan.
Please feel free to reach out support for details.