Common Terminologies
Add Widget | Use this option to create new widgets |
Ask Freddy | AI based quick search |
Attributes | An attribute is a text or number or Boolean property that you can use as a filter or a group by option or a metric |
Curated Report | Curated reports are the collection of out-of-the box reports that are already created. Users can only change report level filters in a curated report; you cannot add or remove metrics or widgets |
Custom Report | Users can create their own reports either by cloning an existing report or creating new reports from scratch |
Data Export | Option to export data as an API or as an email attachment. You can select the required fields and filter out the required data at any level and define schedules to get recurring exports |
Filters | Use OR/AND filters to narrow down what data you want to work on |
Format | Use the format options to format the widgets and reports like changing text font, size and color, editing color of the graph and the background, etc. |
Group-by | Use the 'Group by’, option to group data that has the same value into sets |
Metrics | It is a number property that user operates on |
Modules | Modules are different feature properties in the Freshservice product |
Present this report | Use this to present the report(s) to a larger group |
Schedules | Set schedules to send the report to yourself or anyone else in the system, on a specific frequency and in PDF/CSV formats |
Subscribe | Enables the user to get the report in set intervals in the user's inbox |
Viewing/Editing | Button on the curated reports page to switch between viewing and editing |
Widgets | A report consists of widgets. Widgets are the various, graphs, metrics that user creates and tracks |
Item Category | Third level value of the default category field |
List of Metrics & Attributes available in underlying data, filters and group-by:
Module: Tickets
| Metrics | |
| # Tickets | Total number of tickets received or created |
| # Child Tickets Count | Total number of child tickets received or created |
| # Public Notes Count | Total number of public notes made in all tickets |
| # Agent Reply Count | Total number of replies made by the agent |
# Customer Reply Count | Total count of reply by customers for all tickets |
# Resolution Time in Bhrs | Total business hours spent by the tickets in SLA on status from the time it got created till resolved/closed |
# Agent Reassign Count | Total number of tickets reassigned to different agent |
# Group Reassign Count | Total number of tickets reassigned to different agent group |
# Total Cost | Total cost of service requests with respect to the cost of the items requested |
# Private Notes Count | Total number of private notes made in all tickets |
# Task Count | Total number of task created in a ticket |
# First Response Time in Chrs | Time taken by agents to initiate a first response to tickets in Calendar hours |
# Reopen Count | Total number of tickets that has been reopened from a closed or resolved status |
# First Response Time in Bhrs | Time taken by agents to initiate a first response to tickets in Business hours |
# Avg Response Time | Average time taken by agents to respond to a ticket |
# Avg Response Time in Bhrs | Average time taken by agents to respond to a ticket in Business hours |
# Associated Assets Count | Total number of assets associated with a ticket |
# Overall Time Spent in Business Hours | Total time spent on a ticket in Business hours |
# Overall Time Spent in Calendar Hours | Total time spent on a ticket in Calendar hours |
# Elapsed Time in Calendar Hours | Time elapsed in calendar hours, since the ticket was raised |
# Elapsed Time Since SLA Breach in Calendar Hours | Total time elapsed after an SLA breach and before a ticket gets resolved, in Business hours |
# Agent Time Spent in Business Hours | Total time spent by agent(s) on a ticket in Business hours |
# Agent Time Spent in Calendar Hours | Total time spent by agent(s) on a ticket in Calendar hours |
# Survey Score | Total score |
Attributes | |
Source | Source from where a ticket is received |
First Response Time in Chrs | Time taken by agents to initiate a first response to tickets in Calendar hours |
Type | Ticket type: incident or service request |
First Response Due in | Time due for agents to initiate a first response to tickets before the SLA is breached |
Resolution Escalated | Boolean value indicating whether an escalation happened after resolution SLA breach |
ID | A unique indicator for every ticket created within Freshservice. The ticket ID has two parts: the ticket type indicator and the number. For example in INC-250, INC stands for incident and 250 is the ticket number |
Merged Ticket | Tickets that have been merged to other tickets |
Created Date | Date on which the ticket was created |
Service Item | Requested item(s) in the ticket |
Service Category | Service category of the requested item added to the ticket |
First Response Status | Status of the ticket at the time first contact was initiated |
Estimated Delivery | Estimated delivery of the requested item added to the ticket |
Priority | Priority of the ticket, whether it is high, medium or low |
Approval Status | Status of approval for any request; it can be accepted, rejected or pending |
Resolved Date | Date on which the ticket was resolved |
Closed Date | Date on which the ticket was closed |
Resolution Status | Status of the ticket at the time of resolution |
Unit Cost | Unit cost of individual requested item |
Description | Description provided by the requester at the time of raising a ticket |
Status | Current status of the ticket |
Stage of Requested Item | Stage of the requested item added to the ticket |
Tags | List of all the tags added to the ticket |
Requested Quantity | Quantity of individual requested item added to the ticket |
Last Updated Date | Last date on which any change or update was made to the ticket |
Urgency | Describes the urgency of the ticket |
First Response Date | Date on which first response was given to the ticket |
Impact | Value of impact field of the ticket |
Assigned Date | Date on which the the ticket was assigned to the agent |
Maximum Survey Score | Maximum score a particular survey can get |
Total Quantity | The total quantity of all the requested items added to the ticket |
First Contact Resolution Violated | Boolean value to indicate if the ticket has been resolved within first contact |
First Response Escalated | Boolean value indicating whether an escalation happened after first response SLA breach |
Survey Response Time | Time spent between when a survey was sent and a survey was answered |
Due by | Date on which the ticket is due |
Task Count | Total number of tasks associated with the ticket |
Module: Problems
Metrics | |
# Problems | Total count of problems |
# Associated Ticket Count | Total count of tickets associated with all problems |
# Associated Asset Count | Total count of assets associated with all problems |
Attributes | |
Assigned Date | Date on which the the problem was assigned to the agent |
ID | Problem ID |
Closed Date | Date on which the problem was closed |
Priority | Priority of the ticket, whether it is high, medium or low |
Impact | Value of impact field of the problem |
Due By | Date on which the problem is due |
Created Date | Date on which the problem was created in the system |
Last Updated Date | Last date on which any change or update was made to the problem |
Module: Changes
Metrics | |
# Changes | Total count of changes |
# Associated Problems Count | Total count of problems associated with all changes |
# Incidents Initiating Count | Total count of incidents initiating the changes |
# Incidents Causing Count | Total count of incidents causing the changes |
# Associated Asset Count | Total count of assets associated with all changes |
# Resolution Time in Bhrs | Total business hours spent by the changes in SLA on status from the time it got created till resolved/closed |
# Time to Close | Total time between change created date and change closed date |
Attributes | |
Pending Review Since | Last date since the review of the change has been pending |
Assigned Date | Date on which the change was assigned to the group |
Priority | Priority of the ticket, whether it is high, medium or low |
Risk | Risk associated with the change |
Status | Current status of the change |
Incidents Initiating Count | Count of tickets that initiated the change |
Planned Start Date | Planned date on which the change is supposed to start |
Incidents Caused Count | Count of tickets that was triggered by the change |
Planned End Date | Planned date on which the change is supposed to start |
Approval Status | Status of approval for any request; it can be accepted, rejected or pending |
In Planning since | Date since the change was being in “Planning” status |
Description | Description of the change |
Last Updated Date | Last date on which any change was made to the change plan |
Time to Close | Time at which the planned change is supposed to end |
Pending Release since | Date since the change was being in "Pending Release" status |
Created Date | Date on which the change was created |
ID | Change ID |
Closed Date | Date on which the change is closed |
Change Type | Change types determine the different change processes that must be followed for a particular type of change. Eg: Standard Change, Emergency change |
CAB Member | List of all the members’ name that are part of the CAB |
Approved Date | Date on which the change was approved |
Impact | Impact associated with the change |
Module: Releases
Metrics | |
# Releases | Total number of releases |
# Associated Change Count | Total count of changes associated with all the releases |
# Associated Asset Count | Total count of assets associated with all the releases |
Attributes | |
Planned End Date | The planned date on which the release is supposed to end |
Last Updated Date | Date on which the release ticket was last updated |
Priority | Priority of the ticket, whether it is high, medium or low |
Planned Start Date | The planned date on which the release is supposed to start |
Status | Current status of the release |
Created Date | Date on which the release was created |
Assigned Date | Date on which the release was assigned to the agent |
Type | Release Type - Minor, standard, major, emergency |
Closed Date | Date on which the release is closed |
Module: Tasks
Metrics | |
# Tasks | Total number of tasks created |
# Notify Before | Time set to tasks before which the agents have to be notified |
Attributes | |
Status | Current status of the task |
Task Title | Title assigned to the task |
Note | Notes added to the task |
Module | Module to which the task belongs to |
Created Date | Date on which the task was created |
Due By | Date on which the task is due |
Closed Date | Date on which the task is closed |
ID | Task ID |
Last Updated Date | Last date on which any change or update was made to the task |
Module: Assets
Metrics | |
# Assets | Total number of assets |
# Associated Problems Count | Count of problems associated with all assets |
# Associated Changes Count | Count of changes associated with all assets |
# Associated Releases Count | Count of releases associated with all assets |
# Associated Incidents Count | Count of incidents associated with all assets |
# Disposal Cost | Cost of disposal of assets as defined in the inventory |
# Book Value | Book value of assets as defined in the inventory |
# Support Cost | Support cost of the Asset |
Attributes | |
Cost | Cost of the asset |
License Validity | License validity of the Asset in months |
Other Cost | Cost incurred to the asset with Expense type “Others” |
Maintenance Cost | Maintenance Cost of assets as defined in the inventory |
Module: Users
Metrics | |
# Users | Count of users |
Attributes | |
User Type | Type of use; defined as either requester, agent or occasional agent |
User Scope | Access level for an agent role: global access, group access, or restricted access |
Location | Location of the user |
Emails | User’s email id(s) |
VIP User | Number of VIP users |
Name | Name of the user |
Time Zone | Time zone to which the user belongs to |
Created Date | Date on which the user was created in the system |
Job Title | Job title of the user |
Last Updated Date | Last date on which any change or update was made to the user details |
Mobile | Mobile number of the user |
Address | Address of the user |
Phone | Phone number of the user |
Language | User’s primary language |
Module: Groups
Metrics | |
# Groups | Total number of tasks created |
# Assignment Time | Time for which tickets were assigned to different groups |
Attributes | |
Updated Date | Last date on which the group was updated |
Name | Name assigned to the group |
Assignment Time | Time for which tickets were assigned to different groups |
Created Date | Date on which the group was created |
Module: Orchestration Transactions
Metrics | |
# Orchestration Transactions | Number of orchestration transactions consumed |
Attributes | |
# Time Saved | Total time saved due to successful transactions. Every successful transaction will save 5 minutes |
# Status Code | Status code returned from the third party tool |
App Action | Name of the action in which orchestration transaction is consumed |
App Name | Name of the app in which orchestration transaction is consumed |
End Time | Timestamp at which response was provided |
Time Saved | Total time saved due to successful transactions. Every successful transaction will save 5 minutes |
Workflow Source | Module of the workflow |
Start Time | Timestamp at which the action got initiated |
Status | Status of the orchestration transactions: success, failure, completed with errors |
Status Code | Status code returned from the third party tool |
Workflow Title | Name of the workflow where lactation is configured |
Module: Survey Questions
Metrics | |
# Survey Questions | Total number of survey questions created |
# Question Score | Score given by a customer to a survey question |
Attributes | |
Maximum Score | Maximum score that can be given to the question |
Response Time | Time at which the Survey question has been responded |
Short Text Response | Response given by customer to short text type question |
Survey Name | Name of the survey |
Choice | Choices given in the survey question |
Question | Question asked in the survey |
Associated Ticket ID | Ticket ID for which the survey was triggered |
Module: Virtual Agent
Metrics | |
# Virtual Agent | Total number of query asked to the virtual agent |
Attributes | |
Channel | Channel through which a query is received |
Query | Query that is asked to the virtual agent |
Intent | Customer's can improve the accuracy of Virtual Agent bot by defining the custom intents specific to their workflow |
Is Answered | Yes or no value indicating whether the query is answered or not |
Created At | Timestamp at which the query was asked to the virtual agent |
Is Helpful | Yes or no value indicating whether the response provided by the virtual agent was helpful or not |
