Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> Date - Aug 8, 2023<\/strong><\/p> Time - 9:00 AM PST | 9:30 PM IST<\/strong><\/p> Hello Everyone!<\/strong><\/p> Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> Analytics Hoping someone has an easy solution for this custom report.<\/p> How many tickets (Incidents\/SRs only) were closed on the same day they were raised over a period of time. (IE, 10 tickets created on Monday, X \u00a0number of tickets\u00a0tickets resolved on the same day)<\/strong><\/p> \u00a0<\/p> Thanks<\/p> Tshepo<\/p>","url":"\/analytics-11348\/analytics-custom-reports-32304?postid=80459#post80459","creationDate":"2023-07-19T07:05:02+0000","relativeCreationDate":"15 days ago"},"isTopicUnread":true,"privateId":6462,"id":32304,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/analytics-custom-reports-32304","title":"Analytics - Custom Reports","lastPost":{"id":80459,"author":{"id":36190,"url":"\/members\/tshepo-36190","name":"Tshepo","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f071de19-ac2d-4c08-9d2b-8592311aa7a7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Hi Fresh Community,<\/p> Hoping someone has an easy solution for this custom report.<\/p> How many tickets (Incidents\/SRs only) were closed on the same day they were raised over a period of time. (IE, 10 tickets created on Monday, X \u00a0number of tickets\u00a0tickets resolved on the same day)<\/strong><\/p> \u00a0<\/p> Thanks<\/p> Tshepo<\/p>","url":"\/analytics-11348\/analytics-custom-reports-32304?postid=80459#post80459","creationDate":"2023-07-19T07:05:02+0000","relativeCreationDate":"15 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80459,"author":{"id":36190,"url":"\/members\/tshepo-36190","name":"Tshepo","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f071de19-ac2d-4c08-9d2b-8592311aa7a7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Hi Fresh Community,<\/p> Hoping someone has an easy solution for this custom report.<\/p> How many tickets (Incidents\/SRs only) were closed on the same day they were raised over a period of time. (IE, 10 tickets created on Monday, X \u00a0number of tickets\u00a0tickets resolved on the same day)<\/strong><\/p> \u00a0<\/p> Thanks<\/p> Tshepo<\/p>","url":"\/analytics-11348\/analytics-custom-reports-32304?postid=80459#post80459","creationDate":"2023-07-19T07:05:02+0000","relativeCreationDate":"15 days ago"},"numberOfViews":12,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80459"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
we are using a growth version of freshservice and I wanted to create some dashboard views to look at some numbers every day. I tried this a few weeks ago and I am sure I could create a widget with the average response time and average resolution time. today I tried to create this again and this two widgets are gone.<\/p> \u00a0<\/p> is ir possible, that this features are only available in pro version and not in growth?<\/p> \u00a0<\/p> thanks for your help.<\/p>","url":"\/analytics-11348\/dashboard-features-missing-31441?postid=78928#post78928","creationDate":"2023-06-14T09:48:53+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5943,"id":31441,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/dashboard-features-missing-31441","title":"Dashboard features missing","lastPost":{"id":79005,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Thanks for sharing a screenshot.<\/p> I would then suggest you to submit a support case.<\/p> Regards,<\/p> \u00a0<\/p>","url":"\/analytics-11348\/dashboard-features-missing-31441?postid=79005#post79005","creationDate":"2023-06-16T05:19:14+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79005,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Thanks for sharing a screenshot.<\/p> I would then suggest you to submit a support case.<\/p> Regards,<\/p> \u00a0<\/p>","url":"\/analytics-11348\/dashboard-features-missing-31441?postid=79005#post79005","creationDate":"2023-06-16T05:19:14+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":78928,"author":{"id":44675,"url":"\/members\/dr-gadget-44675","name":"Dr Gadget","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi guys. I am new here in this community and I have a problem creating dashboards.<\/p> we are using a growth version of freshservice and I wanted to create some dashboard views to look at some numbers every day. I tried this a few weeks ago and I am sure I could create a widget with the average response time and average resolution time. today I tried to create this again and this two widgets are gone.<\/p> \u00a0<\/p> is ir possible, that this features are only available in pro version and not in growth?<\/p> \u00a0<\/p> thanks for your help.<\/p>","url":"\/analytics-11348\/dashboard-features-missing-31441?postid=78928#post78928","creationDate":"2023-06-14T09:48:53+0000","relativeCreationDate":"1 month ago"},"numberOfViews":26,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79005"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I would suggest the option of having certain email notification types (like changes in scheduling, assignment, etc.) to be sent as a daily\/weekly digest. That way, as a project contributor\/manager,\u00a0instead of receiving many emails as a project is being updated, you would get a summary of the changes made that day.<\/p> For scheduling changes, it may make more sense to send out a summary of daily changes that have the latest change. This means if a project is going through a re-baselining and dates\/times are being changed frequently during a single day, the person those tasks are assigned to would get a summary with the latest date that was set<\/p> \u00a0<\/p>","url":"\/analytics-11348\/daily-weekly-project-digests-31325?postid=78671#post78671","creationDate":"2023-06-06T21:54:13+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":18753,"id":31325,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/daily-weekly-project-digests-31325","title":"Daily \/ Weekly Project Digests","lastPost":{"id":78681,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" HI.<\/p> I follow your point.<\/p> You may try though disabling some of the email notifications for projects which are not useful for you.<\/p> I also noticed you tagged this as a Feature request, but didn\u2019t share a Feature Request link in order to vote. I\u2019d suggest you to please share it so we\/others could vote on the Feature Request itself.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/analytics-11348\/daily-weekly-project-digests-31325?postid=78681#post78681","creationDate":"2023-06-07T06:24:32+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78681,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" HI.<\/p> I follow your point.<\/p> You may try though disabling some of the email notifications for projects which are not useful for you.<\/p> I also noticed you tagged this as a Feature request, but didn\u2019t share a Feature Request link in order to vote. I\u2019d suggest you to please share it so we\/others could vote on the Feature Request itself.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/analytics-11348\/daily-weekly-project-digests-31325?postid=78681#post78681","creationDate":"2023-06-07T06:24:32+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":78671,"author":{"id":41631,"url":"\/members\/dezarno-41631","name":"dezarno","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/85b7302a-9c03-4e05-bb6e-1657ef3602ad.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Right now, individual emails are sent every time a project item is updated in any way. With projects that have cascading dates enabled and many\u00a0predecessor\/successor relationships, one schedule change\u00a0can lead to several downstream changes which all in turn send out emails.<\/p> I would suggest the option of having certain email notification types (like changes in scheduling, assignment, etc.) to be sent as a daily\/weekly digest. That way, as a project contributor\/manager,\u00a0instead of receiving many emails as a project is being updated, you would get a summary of the changes made that day.<\/p> For scheduling changes, it may make more sense to send out a summary of daily changes that have the latest change. This means if a project is going through a re-baselining and dates\/times are being changed frequently during a single day, the person those tasks are assigned to would get a summary with the latest date that was set<\/p> \u00a0<\/p>","url":"\/analytics-11348\/daily-weekly-project-digests-31325?postid=78671#post78671","creationDate":"2023-06-06T21:54:13+0000","relativeCreationDate":"1 month ago"},"numberOfViews":6,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78681"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p>","url":"\/analytics-11348\/can-you-report-on-items-31158?postid=78220#post78220","creationDate":"2023-05-25T15:04:03+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5793,"id":31158,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/can-you-report-on-items-31158","title":"Can you report on items","lastPost":{"id":78229,"author":{"id":19717,"url":"\/members\/zachary-king-19717","name":"zachary.king","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello You also can group your results by Item like so\u00a0<\/p> Hope that helps!<\/p>","url":"\/analytics-11348\/can-you-report-on-items-31158?postid=78229#post78229","creationDate":"2023-05-25T18:04:24+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78229,"author":{"id":19717,"url":"\/members\/zachary-king-19717","name":"zachary.king","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello You also can group your results by Item like so\u00a0<\/p> Hope that helps!<\/p>","url":"\/analytics-11348\/can-you-report-on-items-31158?postid=78229#post78229","creationDate":"2023-05-25T18:04:24+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":78220,"author":{"id":43515,"url":"\/members\/joestract-43515","name":"joestract","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" can you report on items under categories and subcategories?<\/p> \u00a0<\/p>","url":"\/analytics-11348\/can-you-report-on-items-31158?postid=78220#post78220","creationDate":"2023-05-25T15:04:03+0000","relativeCreationDate":"2 months ago"},"numberOfViews":15,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78229"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> How can I add tasks to the Dashboard view?<\/p>","url":"\/analytics-11348\/adding-tasks-to-dashboard-31125?postid=78151#post78151","creationDate":"2023-05-23T21:54:53+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5775,"id":31125,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/adding-tasks-to-dashboard-31125","title":"Adding Tasks to Dashboard","lastPost":{"id":78151,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" On\u00a0the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.\u00a0 Tasks can only be seen through the \u201cMy Work\u201d section.\u00a0<\/p> \u00a0<\/p> How can I add tasks to the Dashboard view?<\/p>","url":"\/analytics-11348\/adding-tasks-to-dashboard-31125?postid=78151#post78151","creationDate":"2023-05-23T21:54:53+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78151,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" On\u00a0the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.\u00a0 Tasks can only be seen through the \u201cMy Work\u201d section.\u00a0<\/p> \u00a0<\/p> How can I add tasks to the Dashboard view?<\/p>","url":"\/analytics-11348\/adding-tasks-to-dashboard-31125?postid=78151#post78151","creationDate":"2023-05-23T21:54:53+0000","relativeCreationDate":"2 months ago"},"numberOfViews":22,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78151"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Is there a way to use analytics to determine the amount of time our agents have spent assisting each department?\u00a0 I don\u2019t really see a metric for time entries, and the other time based metrics don\u2019t quite seem to provide what I\u2019m looking for<\/a>.<\/p>\t<\/div><\/content-quote> Certainly! To track the amount of time your agents spend assisting each department, you can implement a system using a ticketing or customer relationship management (CRM) platform. Look for a solution that offers time tracking capabilities or allows you to customize fields. Create a specific field to capture the start and end timestamps for each interaction or support session. Agents can manually log the time spent on each department-related task or utilize timers within the system. Once the data is captured, you can export it and use analytics tools to analyze and generate reports on the time spent by agents in each department.\u00a0 \u00a0<\/p> Does anyone have the recording to part 1 of the Ease of Reporting on Tickets Webinar? I was unable to attend but haven\u2019t seen anything about a recording. Just curious if I missed something or if the recording hasn\u2019t been released yet.\u00a0Thank you in advance!<\/p> \u00a0<\/p> Zach<\/p>","url":"\/analytics-11348\/discover-the-ease-of-reporting-on-tickets-part-1-30911?postid=77627#post77627","creationDate":"2023-05-12T13:04:27+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":18713,"id":30911,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/discover-the-ease-of-reporting-on-tickets-part-1-30911","title":"Discover the Ease of Reporting on Tickets - Part 1","lastPost":{"id":77634,"author":{"id":41252,"url":"\/members\/zachscott-41252","name":"zachscott","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":" Thank you,\u00a0 Thank you,\u00a0 Hi All,<\/p> \u00a0<\/p> Does anyone have the recording to part 1 of the Ease of Reporting on Tickets Webinar? I was unable to attend but haven\u2019t seen anything about a recording. Just curious if I missed something or if the recording hasn\u2019t been released yet.\u00a0Thank you in advance!<\/p> \u00a0<\/p> Zach<\/p>","url":"\/analytics-11348\/discover-the-ease-of-reporting-on-tickets-part-1-30911?postid=77627#post77627","creationDate":"2023-05-12T13:04:27+0000","relativeCreationDate":"2 months ago"},"numberOfViews":23,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"77634"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
No No I have a report built in Analytics, but I want to show some of the widgets from the report on the main home screen dashboard.\u00a0 Is that possible?\u00a0 How do I do that?<\/p>","url":"\/analytics-11348\/analytic-reports-on-main-dashboard-30619?postid=76970#post76970","creationDate":"2023-04-26T17:56:51+0000","relativeCreationDate":"3 months ago"},"numberOfViews":64,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"76996"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p>","url":"\/analytics-11348\/share-analytics-reports-30578?postid=76851#post76851","creationDate":"2023-04-24T10:18:27+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5489,"id":30578,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/share-analytics-reports-30578","title":"Share analytics reports","lastPost":{"id":76854,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Thank you so much. I just have to be patient then. \ud83d\ude0a<\/p> \u00a0<\/p>","url":"\/analytics-11348\/share-analytics-reports-30578?postid=76854#post76854","creationDate":"2023-04-24T10:44:16+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76854,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Thank you so much. I just have to be patient then. \ud83d\ude0a<\/p> \u00a0<\/p>","url":"\/analytics-11348\/share-analytics-reports-30578?postid=76854#post76854","creationDate":"2023-04-24T10:44:16+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":1,"relevantPost":{"id":76851,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" We have a Freshservice Pro license but I encouter some problems with sharing a report. \u00a0<\/p>","url":"\/analytics-11348\/share-analytics-reports-30578?postid=76851#post76851","creationDate":"2023-04-24T10:18:27+0000","relativeCreationDate":"3 months ago"},"numberOfViews":63,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"76854"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
That said, how can I setup a single score for a bunch of metrics within FreshService?\u00a0 SLA response, SLA resolution, first resolution (skewed), escalation (also skewed)..etc.\u00a0 I would love to automate a single dashboard for every agent that can be reviewed quarterly.\u00a0 It doesn\u2019t seem possible for it to be fair and\/or accurate.\u00a0\u00a0<\/p> Another question, how can I lock things down to ensure escalation, SLA and first resolution, etc. are not so skewed?<\/p>","url":"\/analytics-11348\/using-analytics-to-create-grades-or-scores-for-agents-30114?postid=75769#post75769","creationDate":"2023-03-27T12:34:32+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":5223,"id":30114,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/using-analytics-to-create-grades-or-scores-for-agents-30114","title":"Using analytics to create grades or scores for agents","lastPost":{"id":75867,"author":{"id":36733,"url":"\/members\/bobbybmore-36733","name":"BobbyBMore","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Thanks\u00a0 Thanks\u00a0 For annual reviews, we are putting out a program where all employees have 3 SMART goals.\u00a0 I am having a lot of trouble creating goals that are measurable.\u00a0 I would love to say:\u00a0 \u201cHave less than 3 SLA violations over the next three months\u201d or \u201cResolve at least 20 tickets per week\u201d but everything is skewed.\u00a0 We are in a very busy time right now and requesters submit tickets via email\u2026\u00a0those come in as a default \u201cLow\u201d.\u00a0 It would require the rep to escalate priority, but why would they do that when it impacts their SLA score?\u00a0 That is just one example.\u00a0 Other examples include one team handling by far more tickets than another.\u00a0 And then for standard techs, level 3 handle far less than level 1.\u00a0 I know this all isn\u2019t a new problem but I am having a hard time setting up measurable metrics for a heavily skewed data set.<\/p> That said, how can I setup a single score for a bunch of metrics within FreshService?\u00a0 SLA response, SLA resolution, first resolution (skewed), escalation (also skewed)..etc.\u00a0 I would love to automate a single dashboard for every agent that can be reviewed quarterly.\u00a0 It doesn\u2019t seem possible for it to be fair and\/or accurate.\u00a0\u00a0<\/p> Another question, how can I lock things down to ensure escalation, SLA and first resolution, etc. are not so skewed?<\/p>","url":"\/analytics-11348\/using-analytics-to-create-grades-or-scores-for-agents-30114?postid=75769#post75769","creationDate":"2023-03-27T12:34:32+0000","relativeCreationDate":"4 months ago"},"numberOfViews":28,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"75867"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> Maybe after building a few samples like these I can get more practice and customs?<\/p>","url":"\/analytics-11348\/custom-reports-tickets-per-location-per-group-per-time-frame-27769?postid=71180#post71180","creationDate":"2023-01-13T22:07:04+0000","relativeCreationDate":"6 months ago"},"isTopicUnread":true,"privateId":4108,"id":27769,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"\/analytics-11348\/custom-reports-tickets-per-location-per-group-per-time-frame-27769","title":"Custom Reports-Tickets per location, per group, per time frame","lastPost":{"id":71181,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi I'm not sure to follow.<\/p> Are you requesting samples of how to build such custom reports?\u00a0<\/p> You can indeed create such reports, using Group By and Filters.<\/p> \u00a0<\/p> Regards,<\/p> Elvis.<\/p>","url":"\/analytics-11348\/custom-reports-tickets-per-location-per-group-per-time-frame-27769?postid=71181#post71181","creationDate":"2023-01-13T22:31:34+0000","relativeCreationDate":"6 months ago"},"lastReply":{"id":71181,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi I'm not sure to follow.<\/p> Are you requesting samples of how to build such custom reports?\u00a0<\/p> You can indeed create such reports, using Group By and Filters.<\/p> \u00a0<\/p> Regards,<\/p> Elvis.<\/p>","url":"\/analytics-11348\/custom-reports-tickets-per-location-per-group-per-time-frame-27769?postid=71181#post71181","creationDate":"2023-01-13T22:31:34+0000","relativeCreationDate":"6 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":71180,"author":{"id":40091,"url":"\/members\/rastory728-40091","name":"Rastory728","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1},"content":" I am working to build some custom reports such as Number of Tickets Created per Location, Number of Tickets resolved\/closed\u00a0\u00a0per technician, Time spent per resolved\/closed, and since I also have three departments using this system, Tickets per Department or Group would be great to build.<\/p> \u00a0<\/p> Maybe after building a few samples like these I can get more practice and customs?<\/p>","url":"\/analytics-11348\/custom-reports-tickets-per-location-per-group-per-time-frame-27769?postid=71180#post71180","creationDate":"2023-01-13T22:07:04+0000","relativeCreationDate":"6 months ago"},"numberOfViews":25,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"71181"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"6b2a3a54efca9cd33e46f072a55afa58c15e3d99","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.![\"\ud83d\udccc\"](\"https:\/\/cdn.jsdelivr.net\/emojione\/assets\/png\/1f4cc.png?v=2.2.7\"\/ "\\":pushpin:\\"")
Generative AI\u2019s impact on customer service and support<\/p> Quick demo on leveraging AI for enhanced customer service functions<\/p> Q&A session<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section> Understand how Generative AI is transforming customer service<\/p> Discover how AI enhances self-service and delivers quick resolutions, freeing up agent time<\/p> Explore Freshworks' newly launched Freddy AI, powered by Generative AI, for automating repetitive tasks and maximising productivity<\/p>\u00a0 Learn how Freddy AI enables proactive issue identification and timely decision-making for business\u00a0growth<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>![\"\ud83d\udc49\ud83c\udffd\"](\"https:\/\/cdn.jsdelivr.net\/emojione\/assets\/png\/1f449-1f3fd.png?v=2.2.7\"\/ "\\":point_right_tone3:\\"")
\u00a0RSVP NOW !!<\/strong><\/a><\/p>","author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e865e8ef-3f5e-4151-899f-7677e48d6699.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"type":"Webinar","url":"https:\/\/community.freshworks.com\/events\/unleash-ai-cx-gets-more-personalized-predictive-and-optimized-227","image":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/125f6bf9-d0ed-43bb-be49-e160f57f0c14_thumb.jpg","location":"","startsAt":1691510400,"endsAt":1691514000,"contentType":"event","attendees":[],"attendeeCount":0,"isLoggedInUserAttendee":false,"createdAt":"1690397491"},"config":{"selectedTopic":{"id":227,"title":"Unleash AI: CX gets more Personalized, Predictive, and Optimized","content":" Generative AI\u2019s impact on customer service and support<\/p> Quick demo on leveraging AI for enhanced customer service functions<\/p> Q&A session<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section> Understand how Generative AI is transforming customer service<\/p> Discover how AI enhances self-service and delivers quick resolutions, freeing up agent time<\/p> Explore Freshworks' newly launched Freddy AI, powered by Generative AI, for automating repetitive tasks and maximising productivity<\/p>\u00a0 Learn how Freddy AI enables proactive issue identification and timely decision-making for business\u00a0growth<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>Analytics
11 Topics
![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a286b270-6813-4ecf-9658-14a5cc31e94d.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5704fcf7-e931-4412-a518-c7f9757ac134.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/8b2748bf-996b-4e52-ab17-81bd01226baa.png\")
<\/figure><\/figure><\/figure><\/figure>
Regards<\/p>","url":"\/analytics-11348\/freshservice-analytics-time-entries-30776?postid=78069#post78069","creationDate":"2023-05-22T13:58:08+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78069,"author":{"id":43918,"url":"\/members\/rayanjaxxon-43918","name":"RayanJaxxon","avatar":"","userTitle":"","userLevel":0},"content":"
I create a report and go to the upper right corner to select \u2018Share\u2019.
The only option I have is either \u2018Only me\u2019 or \u2018Everyone\u2019. When I choose \u2018Everyone\u2019 and log on as another user the report states; No Access.
If I read the manual I should be able to choose who to share with and at what level. What do I do wrong?<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e146e14d-03b8-4e31-ade4-0a5df3955050.png\")
<\/figure>
I create a report and go to the upper right corner to select \u2018Share\u2019.
The only option I have is either \u2018Only me\u2019 or \u2018Everyone\u2019. When I choose \u2018Everyone\u2019 and log on as another user the report states; No Access.
If I read the manual I should be able to choose who to share with and at what level. What do I do wrong?<\/p><\/figure>Badge winners
Join the Community
Sign in to the Community
Social Login
Login for Freshworks Employees
Login with LinkedIn
Functional","cookiepolicy.modal.level2":"Normal
Functional + analytics","cookiepolicy.modal.level3":"Complete
Functional + analytics + social media + embedded videos"}}}">
![Smooth talker [5]](https://uploads-us-west-2.insided.com/freshworks-en/attachment/f15ed3b9-d6e9-46d3-839c-3e944abedf19.png "Smooth talker [5]")
