Note: We've updated our pricing and packaging. This feature is available on Blossom, Garden, Estate & Forest plans for customers who signed up before Nov 2nd 2020.
Using Analytics, save time drafting reports from scratch to get a complete overview of your service desk performance.
You can open your Analytics module by clicking on Analytics
from the navigation bar to the left.
Using Analytics Basic, you can use run-time filters on curated reports and export them as CSV files. We have multiple curated reports for you to choose from as follows:
Agent Performance | Changes Overview | Dashboard Overview | Service Desk at a Glance | Service Desk Load Analysis |
Inventory Overview | Problems Overview | Release Overview | Service Request Reports | SLA Violations Overview |
Tasks Overview | Tickets Backlog | Users Overview |
Editing a Widget
Every widget is a high level, visual representation of your service desk metrics. But, if you want to drill deeper, you can edit the widget. Click the Edit Menu to switch to Edit mode.
Filtering Data from a Widget
Let’s say you have a widget which shows you the total number of tickets grouped by priority. If you want to view the data for tickets from the last 30 days,
Open the widget in which you want to create filters.
Now enter the parameters by which you want to filter. For example, type Created date in the last 30 days.
Click on Apply to view the updated widget.
You can also view the data used to render the widget by hitting the View Underlying Data.
Note:
In Analytics Basic, you cannot create new reports or save edits to the curated reports.
Exporting Reports
In most cases, you might want to export reports to other reporting applications or to save a report offline. Click Export 
to email your curated reports as a CSV file. You can export both the graph data and the tabular data.
Exporting Reports with unsaved filter
You can export reports with filters applied at runtime without saving the filter configurations. It enhances flexibility by enabling you to tailor exported reports to specific contexts, making the data more relevant for analysis and sharing.
To export a report with unsaved filters
Follow these steps.
Open a report and apply the desired filter.
Click Export > Download. The Download PDF Report window will appear.
Under Settings, select the Download current view option.
Click Download to export the report with the applied filter.
Note: The Download current view option is only enabled when you modify an Interactive filter, such as a Date Range on the page or widget.
Exporting charts or widgets with unsaved filters
You can export a chart or widget with the unsaved filter. Once you have modified the interactive filter, follow these steps to export a widget:
Select the widget and click Options .
Select Download > enable the Current view toggle and select the desired format in which you want to download the chart or widget.
What can you get in Analytics Pro?
Feature | Analytics Basic | Analytics Pro |
Reports | Curated Reports | Curated Reports and Custom Reports |
Filters | Run time only | Filters with Save |
Export Reports | Curated Reports only | All Reports |
Metrics Configuration | No | Yes |
Group By Feature | No | Yes |
Ask Freddy | No | Yes |
Presentation Mode | No | Yes |
Want to know what more you can get with Pro? Find out here!
