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Technician/Agent Reports

I am trying to find or create a report that will give me information on Technicians at the Service Desk. Looking for information on:

Tickets closed/resolved

Number of tickets currently assigned

Number of tickets that do not follow SLA's

Etc.

Does this report exist?

Brad


Best Answer


Hi Brad,


To view the data you have requested, a report can be set up easily in Analytics. You can follow the steps below:


Step 1 : Please click on “Analytics” → New Report → Give a Name for the Report

 


Step 2: In the whiteboard, select the “Templates” tab and select the “Edit” icon to navigate inside the widget.


 


Step 3: Please click on the “Filter” Tab. You will find a default filter applied named “Created in the last 30Days” . You can choose to modify this according to your requirement. Once done, you can additional filters by clicking on “+ Filter”


 


Step 4 : After applying the filters, you will find “Graphical Data” and “Underlying Data” . Expand the underlying data wherein you need to select the columns required.


 


Step 5 : You can give a name to this widget and then save it at the top left of the screen and take an export of the data as well.





Similarly you can set up multiple widgets for Open tickets, Tickets assigned to agents in different groups etc. Please follow this help article for more details: Generate Intuitive Reports Using Analytics Pro


Regards,
Sanofar
Team Freshservice

Answer


Hi Brad,


To view the data you have requested, a report can be set up easily in Analytics. You can follow the steps below:


Step 1 : Please click on “Analytics” → New Report → Give a Name for the Report

 


Step 2: In the whiteboard, select the “Templates” tab and select the “Edit” icon to navigate inside the widget.


 


Step 3: Please click on the “Filter” Tab. You will find a default filter applied named “Created in the last 30Days” . You can choose to modify this according to your requirement. Once done, you can additional filters by clicking on “+ Filter”


 


Step 4 : After applying the filters, you will find “Graphical Data” and “Underlying Data” . Expand the underlying data wherein you need to select the columns required.


 


Step 5 : You can give a name to this widget and then save it at the top left of the screen and take an export of the data as well.





Similarly you can set up multiple widgets for Open tickets, Tickets assigned to agents in different groups etc. Please follow this help article for more details: Generate Intuitive Reports Using Analytics Pro


Regards,
Sanofar
Team Freshservice

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