What can you do with Analytics

  Note: Learn the basics of Analytics in this video. Find the guide to use Analytics here.  

Analytics in Freshdesk lets you identify problems and keep tabs on all the metrics that matter to you. Measure and improve efficiency easily; pay attention to the most vital cogs of your helpdesk.

Take charge of your customer support data with curated reports for quick insights, custom reporting to build reports unique to your business, improved shareability for better collaboration. 

Curated Reports

Freshdesk's curated reports provide you with a 360 view of your support performance. Monitor your team's performance along with the metrics most relevant to you. It also provides you with the essential information you need to chart better customer experiences. 

Custom Reporting

With multiple ways to look at helpdesk reporting, Freshdesk's Analytics lets you customize and build your reports in the way you want them - with minimal effort. It offers the flexibility to pick the metric(s) you want to study, the adaptability to select the right filters you want to apply, and the capability to employ the perfect dimensions to analyze your data.

Learn how to build your own report β†’

Data Shareability

Get your data flowing by setting up schedules to export your helpdesk data in the format you like - CSV, PDF, API. Download, share and present your data elegantly with a click, keeping every one of your stakeholders in the know. 

Roles and privileges

You can control your team's access to Analytics under Admin > Roles. You can provide them with View, Edit, or Manage (includes edit and exports) access. 

View - You can access curated reports and custom reports (based on your visibility). With view access, you will not be able to add Filters, but can view underlying data. You can subscribe to reports.

Edit - In addition to view access, you can create custom reports and add/edit filters in existing curated and custom reports (based on your visibility) and delete custom reports. Underlying data will also be visible.

Manage (includes edit and exports) - Along with edit access, you can access Analytics settings and create/edit/delete and enable/disable schedules and exports.

By default, if a person has View access in old Reports, they will have Edit access in Analytics. If they have Export reports access in old Reports, they will have Manage (includes edit and exports) in Analytics.

Click here to know the feature availability for your plan.

Freshdesk – Seamless Customer Support Made Easy

Freshdesk by Freshworks is an award-winning, cloud-based customer support solution that equips you with all the tools needed to deliver outstanding and efficient customerΒ service.

Freshdesk Products
Customer Data Management

Import and export customer data easily

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Helpdesk activity checking

Reviewing the latest support tickets and helpdesk interactions.

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One contact across multiple companies

Linking a single contact to multiple associated companies.

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Sender name customisation

Using sender's name as ticket requester in forwarded emails

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Finding API Key

Steps to locate and access your API key from your account settings.

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Knowledge base setting

Guidelines to create and organize your Knowledge Base for easy customer access.

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Organising agents into group

Grouping support agents based on roles or departments for better workflow Management

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setting up sand box

Instructions to configure your Sandbox environment for safe testing and development.

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Freshdesk help widget on WordPress

Steps to embed and display the Freshdesk help widget on your WordPress site.

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Default fields in ticket form

Overview of the standard fields included in your Freshdesk ticket form by default.

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Configure custom email server

How to configure custom email servers for sending and receiving support emails.

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Run automation on ticket

Set up automation rules for tickets submitted via a specific form.

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Merging contacts

Combining duplicate contacts into a single profile in Freshdesk.

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Freshdesk Multilingual ticket fields & forms

Creating and managing ticket fields and forms in multiple languages in Freshdesk.

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Creating companies and contacts

Steps to create and manage companies and their associated contacts in Freshdesk.

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Freshdesk App Log in & Log out

Instructions for logging in and out of the Freshdesk Android mobile app.

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Forward Emails as Tickets

Forward and convert your support emails to tickets in Freshdesk

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Freshdesk help widget setup

Steps to configure and customize your Freshdesk help widget for your website

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Freshdesk - Freddy self service

Guide to creating a basic bot flow using Freddy Self-service in Freshdesk.

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Freshdesk - Feedback Widget

Collecting user feedback directly from your website using the feedback widget.

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Custom field creation

adding and configuring custom fields in your Freshdesk ticket form.

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Adding new support agents

Steps to add and manage new support agents in your Freshdesk account.

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Custom Support using Customer Segments

Use Customer Segments to tailor and personalize your support responses in Freshdesk.

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Customer portal - Log in & Access

Instructions for logging in and navigating the Freshdesk customer support portal.

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Freshdesk - Customer Tab

Overview of the Customers tab features for managing contacts and companies in Freshdesk

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Freshdesk - Ticket Status

Explanation of different ticket statuses and their roles in the support workflow.

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Multiple ticket forms - Freshdesk

Overview of using multiple ticket forms in Freshdesk to handle various support queries.

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Customer tickets - Auto solve

Set up the Email Bot to automatically resolve customer tickets based on predefined rules.

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Live Chat - Freshdesk

Using live chat as a support channel in Freshdesk for real-time customer assistance.

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Field service management - Freshdesk

Overview of Field Service Management in Freshdesk for managing on-site service

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Freshdesk Reporting & Analytics

Gain insights and track performance metrics using Freshdesk Analytics for smarter support decisions.

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Dependant field in ticket forms

Configure dependent fields in your Freshdesk ticket form to show relevant options based on user input.

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Single Sign-On in Freshdesk

Enable Single Sign-On (SSO) in Freshdesk for seamless and secure user authentication.

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Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

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Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

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Adding twitter accounts - Freshdesk

Connect your Twitter account to Freshdesk to manage and respond to tweets as support tickets

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Ticket submitting via email

Allow customers to create support tickets by sending an email to your Freshdesk support address.

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Adding phone channels - Freshdesk

Integrate a phone channel into Freshdesk to handle voice calls as part of your support system.

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Editing, cloning and deleting a ticket form

Manage your Freshdesk ticket forms by editing,duplicating, or deleting them as needed.

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Adding new customer agents

Learn how to invite and set up new support agents in Freshdesk to handle customer queries efficiently.

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Freshdesk Automation updates

Review the latest updates and improvements to Freshdesk’s automation features for better ticket management.

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Dynamic sections - Freshdesk

Learn to build dynamic sections in Freshdesk forms that display fields based on user input or conditions.

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Customizing Customer Fields

Modify and manage customer fields in Freshdesk to capture specific information relevant to your business needs.

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Help Desk Reporting Best Practices: 7 Essential Tips

Discover key strategies to optimize your help desk reports, improve decision-making, and enhance customer support efficiency.

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Customer 360 – Get Complete Context on Your Customer

Gain a holistic view of each customer with Customer 360 in Freshdesk, consolidating interactions, tickets, and data for personalized support.

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Understanding Full-time vs Occasional Agents

Learn the difference between full-time and occasional agents in Freshdesk to manage roles, access, and billing effectively.

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Introduction to Apps

Explore how Freshdesk apps enhance your helpdesk by adding new features, integrations, and custom workflows

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Creating a New Ticket from Agent Portal

Learn how agents can manually create support tickets directly from the Freshdesk agent portal.

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User Guide Template Example

Explore a sample user guide template that outlines structure, formatting, and content flow for creating effective documentation.

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Getting Started with FreshThemes

Learn how to customize your Freshdesk portal’s appearance using FreshThemes for a branded support experience.

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Changing Customer Password

Guide to help customers reset or change their Freshdesk portal password securely.

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Identifying Contacts with an External ID

Learn how to use external IDs in Freshdesk to match and manage contacts from third-party systems.

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Getting-started-multiple-customer-support-agents
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Manually Create Tickets from the Agent Portal
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Getting-started-multiple-customer-occasional-agents
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