Custom reports can help you measure specific metrics that really matter to your business. And you can create highly customized reports in Freshservice.

When you go to the Reports tab in Freshservice, you’ll find three report categories with default reports- TicketsChanges 
and Assets. To create a new report for changes, click on Changes in the left pane and click New Report.

Completing the New Change 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 change requests were:

    • Created

    • Planned to start

    • Planned to end

    • Assigned

    • Closed

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

    • Time period- Preset time periods like ‘Last 7 days’, ‘Last 30 days’, ‘Next 7 days’ etc.

    • 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 changes 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 Changes 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 charthorizontal bar chartline chart and pie chart depending on the kind of report you want to create.

1. Vertical bar charts can be used to compare changes 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 PriorityImpactStatusAgent etc. Custom fields that you added to the Change 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 ofSum of and Average of. For each of them, the dependent drop-down will show the following values:

Count of

Sum of

Associated Problems

Incidents Initiating [the Change]

Incidents Caused By [the Change]

Associated Assets

Custom fields that are either ‘number’ or ‘decimal

Average of

Associated Problems

Incidents Initiating [the Change]

Incidents Caused By [the Change]

Associated Assets

Time to close in Hours

Custom fields that are either ‘number’ or ‘decimal’

You can choose vertical bar charts to get reports like, “The number of problems that resulted in a change request over the last week”.

Please note that the Sample Chart uses arbitrary data and does not represent your service desk.

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 changes 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

Closed Date

Planned Start Date

Planned End Date

Besides these, any custom ‘date fields’ added to the Change 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 PriorityRiskAgent 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 changes 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 changes 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 changes created over the last week”.

Preview Data

The Preview Data section shows a tabular representation of all the changes 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 Change Reports.

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