Where are you all learning how to effectively modify/create reports?

I have been trying to get a gasp on the Analytics/Reporting features and I don’t know what it is but I simply cannot wrap my head around it. I even had a call scheduled with a support rep and he ran me and one of my team mates through creating what we thought should be a very standard report… Ticket Aging History 30, 60, 90 days Not Closed/Resolved and he created one but both my colleague and I were left just as confused as we were when the demo started.

How did you figure out the reporting module? How long did it take? It seems very… counterintuitive... to put it politely. I hate to feel dense, but this is really not making sense to me.

Thanks in advance!

Scott

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Hi Scott.

Quick question: You posted your inquiry under FreshDesk forum, but tagged it FreshService. Which of them are you working with?

Anyway, Analytics is a module that integrates in both (and other Freshworks solutions), so it may apply for both.

There are three main types of filters:

Report filters: apply to all widgets in all pages of the report.

Page filters: Applied only to all the widgets in the current page you have set them.

Widget filters: Applied only to the specific widget you have set them to.

What may I suggest?

Set a Report Filter for Ticket Status: does not include Closed / Resolved:

Then, you may create the 3 different widgets you need, and in each of them set either widget filters with the corresponding date period or using the standard metric “Tickets”.

Ensure to rename the widgets to properly identify what is being shown. I may also suggest to create one, set it up correctly, validate the results, and then, when this widget is complete, simply clone it and modify the date filter for them.

You should end with something like this:

Not sure if this is what you are looking for and helps clarify a little bit. Hope it does.

Regards,

Thanks @eeha0120

I’m in FS Enterprise. I’ll take a look at your helpful screenshots! I thought I was in the Freshservice forums, I really appreciate the heads up, I’ll have to be more careful moving forward

That looks very helpful, I am curious how to get comfortable with the reporting…I do not know what it is that just does not make sense to me in this interface.

We are just building out our environment and as we do I know I will get a lot of questions about reporting.

Thanks again!

Scott

Hi @Kamakshi V

Would you mind please moving this thread to the FreshService forum instead?

Best,

Thanks @eeha0120

I’m in FS Enterprise. I’ll take a look at your helpful screenshots! I thought I was in the Freshservice forums, I really appreciate the heads up, I’ll have to be more careful moving forward

That looks very helpful, I am curious how to get comfortable with the reporting…I do not know what it is that just does not make sense to me in this interface.

We are just building out our environment and as we do I know I will get a lot of questions about reporting.

Thanks again!

Scott

I’m glad I was able to help. It takes time and patience, hehehe, some support tickets as well with lots of patience sometimes, and practicing.

We will be here in the Community to help you with your future inquiries as well.

Best,

@SW-Scott please also refer to the video tutorials in the Help Center. There’s a video called ‘How to apply filters?’. Screenshots on how to access it shared below.