Yes. As an Org Admin, you can translate the complete analytics reports into the desired language by changing the Primary language of the portal under Admin > Admin settings > Service Desk Rebranding > Service Desk settings. This includes the titles and the content of all the cards in the reports.
Note: When you change the language, the default curated reports will have their names translated according to the selected language. However, any custom reports created by you previously will not be automatically translated.
To view default reports in your preferred language, follow these steps:
- Go to Admin > Account Settings > Service Desk Rebranding.
- Click Service Desk Settings and locate the Primary language setting.
- Select Manage Languages and update the language to your desired language.
- Save the changes.
The analytics module will now display all the default reports in the translated language.
Reports created by users can inadvertently be deleted if their associated user accounts are deleted from the system. This typically occurs when users, such as Occasional Agents, who initially created the reports, leave the organization.
Unfortunately, once a report is deleted, it cannot be recovered.
Therefore, taking proactive measures to safeguard your reports and prevent any potential data loss is crucial.
For example, consider cloning reports created by support agents or transferring the ownership of reports to active users before removing agents from your organization.
These precautions will help ensure the preservation of reports even when support agents are no longer associated with your organization.
In the reports, the ability to identify the approver of a ticket in the approval flow depends on whether they are part of the change lifecycle. If the approver is involved in the change lifecycle, their approval details will not be accessible in the reports.
However, there are specific conditions that, when satisfied, allow an agent to access the approval data in analytics:
- The agent has access to view the associated ticket or change.
- The agent themselves is the designated approver for the approval.
- The agent is the delegated approver of the original approver.
Meeting any of these conditions will enable the agent to see the relevant approval information in the analytics reports.
Yes, you can create an analytics graph to display the average resolution time for a particular service catalog item. Follow these steps:
- Start by accessing the Analytics module.
- Look for the filter options and locate the "Type" filter. Select "Service Request" to focus specifically on service requests.
- Next, find the "Service Item" filter and choose the desired service catalog item you want to analyze. For example, if you want to track the resolution time for "Platform User Access" requests, select that specific item from the dropdown menu.
However, if you encounter difficulties finding the option for another service catalog item by entering the initial characters of its name, it may indicate that the fulfillment time for that item cannot be calculated due to missing timestamps in the service request data.
For accurate reporting, it is recommended to create individual widgets for each service catalog item and compile them into a comprehensive report. This way, you can analyze the resolution times separately for each item and gain insights into their performance.
The PDF export feature captures a snapshot of the records visible on the first page and includes them in the exported PDF. Since the number of visible records can vary, we cannot set a specific limit on the number of records for export.
We recommend using the CSV of tabular data option to export widget data to ensure all tabular records are retained. This will provide a comprehensive export of all records, allowing you to analyze and utilize the data effectively.
Note: The option to export data as a CSV file is limited to widget exports. When exporting the entire report data, you will receive the data in a PDF file via email.
The curated service request reports will display data only if there are service requests raised by users on your portal. If incident tickets are primarily reported, and there are no service requests, the reports will show No data!
Ensure service requests are raised, and the reporting will display data based on applied filters instead of showing No data.
To show more columns in the dashboard view, you can utilize the Show Underlying Data feature of the widget. Simply click on the gear icon in the dashboard's top-right corner. This will allow you to add more rows as per your requirement. Search and select the desired columns to be displayed in the expanded view.
If you are unable to generate reports in the tabular data format in Freshservice, it may be due to the following reasons:
1. Product limitations: Freshservice only allows for exporting full reports in PDF format. If you are trying to export a report in tabular data format, this may not be possible due to the limitations of the platform.
2. Account limitations: If your Freshservice account was signed up after June 1, 2021, you may not have access to the tabular data format due to the APP_LIMIT set by Freshservice. This Fair Usage Policy (FUP) limits certain features for newer accounts.
If you are experiencing any issues with generating reports in Freshservice, we recommend reaching out to the Freshservice support team by dropping an email to support@freshservice.com for further assistance. They will be able to provide you with more information on the limitations of the platform and help you find alternative solutions to meet your reporting needs.
