\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\u00a0<\/p>
Thanks for your patience and support as always.<\/span><\/p>\u00a0<\/p>
Best<\/p>
Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":6,"views":305,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.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":6},"content":"
Hello Freshworks Community,\u00a0<\/span><\/p>\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\u00a0<\/p>
Thanks for your patience and support as always.<\/span><\/p>\u00a0<\/p>
Best<\/p>
Ally<\/p>","url":"\/announcements-and-events-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"9 days ago"},"contentType":"article","type":0,"likes":5,"hasCurrentUserLiked":false},"config":{"selectedTopic":{"url":"https:\/\/community.freshworks.com\/announcements-and-events-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305","title":"\ud83d\udea8 ATTENTION PLEASE!! \ud83d\udea8 Maintenance Hours for Freshworks Community 2.0 \u200b\u200b\u200b\u200b\u200b\u200b\u200b\ud83d\udd27","description":"
Hello Freshworks Community,\u00a0<\/span><\/p>\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\u00a0<\/p>
Thanks for your patience and support as always.<\/span><\/p>\u00a0<\/p>
Best<\/p>
Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":6,"views":305,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.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":6},"content":"
Hello Freshworks Community,\u00a0<\/span><\/p>\u00a0<\/p>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>\u00a0<\/p>
The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p><\/oembed><\/p>\u00a0<\/p>
Lastly before I sign off, a few additional points:<\/span><\/p>
Analytics, Reports & Dashboards
Using Freshdesk
26 Topics
I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.<\/p>I don\u2019t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation.\u00a0<\/p>
No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk.<\/p>
\u00a0<\/p>
thanks.<\/p>","url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462?postid=80831#post80831","creationDate":"2023-07-26T21:16:27+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":6557,"id":32462,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462","title":"fresh chat and freshdesk reporting","lastPost":{"id":80831,"author":{"id":46320,"url":"\/members\/dtorres265-46320","name":"dtorres265","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":"
I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.<\/p>
I don\u2019t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation.\u00a0<\/p>
No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk.<\/p>
\u00a0<\/p>
thanks.<\/p>","url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462?postid=80831#post80831","creationDate":"2023-07-26T21:16:27+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80831,"author":{"id":46320,"url":"\/members\/dtorres265-46320","name":"dtorres265","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":"
I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.<\/p>
I don\u2019t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation.\u00a0<\/p>
No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk.<\/p>
\u00a0<\/p>
thanks.<\/p>","url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462?postid=80831#post80831","creationDate":"2023-07-26T21:16:27+0000","relativeCreationDate":"1 day ago"},"numberOfViews":0,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"80831"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
There are three items under \u201cwhat brings you here?\u201d
ASk a question<\/p>Report issue<\/p>
Enquire status<\/p>
\u00a0<\/p>
How can I add: \u201cSuggest an improvement\u201d ?<\/p>","url":"\/analytics-reports-dashboards-11351\/how-to-update-ticket-categories-under-what-brings-you-here-30801?postid=77358#post77358","creationDate":"2023-05-06T03:47:47+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5591,"id":30801,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/how-to-update-ticket-categories-under-what-brings-you-here-30801","title":"How to update ticket categories under \"What brings you here\"?","lastPost":{"id":80060,"author":{"id":39665,"url":"\/members\/ukolluru-39665","name":"Ukolluru","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/620f4ac9-29b1-455d-82d3-4576da750a44.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
@komunidadvdl<\/user-mention>\u00a0<\/p>\u201cWhat Brings You here\u201d is set up within the Forms in Freshdesk.<\/p>
First set up the ticket fields and then start choosing the fields you would like to display based on the form selected in Freshdesk. In your example, please navigate to Ticket fields -\u2192\u00a0Add the choice\u00a0\u201cSuggest an improvement\u201d in the Type field. Now Navigate to the Forms and create a form specifically for\u00a0\u201cSuggest an improvement\u201d. Please choose the relevant fields from the ticket fields to show to your customer.<\/p>
Here are a few articles that can help you.<\/p>
Custom Ticket Fields<\/a><\/p>Ticket Forms<\/a><\/p>Understanding Ticket fields and Forms<\/a><\/p>","url":"\/analytics-reports-dashboards-11351\/how-to-update-ticket-categories-under-what-brings-you-here-30801?postid=80060#post80060","creationDate":"2023-07-10T22:32:12+0000","relativeCreationDate":"17 days ago"},"lastReply":{"id":80060,"author":{"id":39665,"url":"\/members\/ukolluru-39665","name":"Ukolluru","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/620f4ac9-29b1-455d-82d3-4576da750a44.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"@komunidadvdl<\/user-mention>\u00a0<\/p>\u201cWhat Brings You here\u201d is set up within the Forms in Freshdesk.<\/p>
First set up the ticket fields and then start choosing the fields you would like to display based on the form selected in Freshdesk. In your example, please navigate to Ticket fields -\u2192\u00a0Add the choice\u00a0\u201cSuggest an improvement\u201d in the Type field. Now Navigate to the Forms and create a form specifically for\u00a0\u201cSuggest an improvement\u201d. Please choose the relevant fields from the ticket fields to show to your customer.<\/p>
Here are a few articles that can help you.<\/p>
Your E-Mail Server seems to be compromised and is used for Scamming and Spamming. This was reported before and it seems like you are not interested or capable to stop it.
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/d389ad82-1c8b-4629-a76a-76eb822561be.png\")
<\/figure>
Please react appropriately or your Domain will be reported to all big Network Security companies for global blocking.<\/p>","url":"\/analytics-reports-dashboards-11351\/scammers-using-supportathelinga-freshdesk-com-30099?postid=75744#post75744","creationDate":"2023-03-27T05:31:58+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":18638,"id":30099,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/scammers-using-supportathelinga-freshdesk-com-30099","title":"Scammers using support@helinga.freshdesk.com","lastPost":{"id":78431,"author":{"id":44196,"url":"\/members\/gyorvari-44196","name":"gyorvari","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2cc3e374-17a2-4406-974d-43b91622fccb.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Another one\u00a0 support@bneaid.freshdesk.com<\/a><\/p>I\u2019m considering to block freshdesk on our mail gateway.<\/p>","url":"\/analytics-reports-dashboards-11351\/scammers-using-supportathelinga-freshdesk-com-30099?postid=78431#post78431","creationDate":"2023-05-31T10:35:06+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78431,"author":{"id":44196,"url":"\/members\/gyorvari-44196","name":"gyorvari","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2cc3e374-17a2-4406-974d-43b91622fccb.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.<\/p>
If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,<\/p>
Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.<\/p>
Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ?\u00a0<\/p>
\u00a0<\/p>
Thanks in advance<\/p>","url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152?postid=78204#post78204","creationDate":"2023-05-25T06:29:09+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5789,"id":31152,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152","title":"Why do some of my users get notification emails, while other do not","lastPost":{"id":78204,"author":{"id":44000,"url":"\/members\/g-hart-44000","name":"G-Hart","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, We have recently migrated our email away from one provider to O365. Since then, I now have 3 users that do not get notifications anymore when tagged in tickets, or forwarded .<\/p>
If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.<\/p>
If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,<\/p>
Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.<\/p>
Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ?\u00a0<\/p>
\u00a0<\/p>
Thanks in advance<\/p>","url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152?postid=78204#post78204","creationDate":"2023-05-25T06:29:09+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78204,"author":{"id":44000,"url":"\/members\/g-hart-44000","name":"G-Hart","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, We have recently migrated our email away from one provider to O365. Since then, I now have 3 users that do not get notifications anymore when tagged in tickets, or forwarded .<\/p>
If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.<\/p>
If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,<\/p>
Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.<\/p>
Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ?\u00a0<\/p>
\u00a0<\/p>
Thanks in advance<\/p>","url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152?postid=78204#post78204","creationDate":"2023-05-25T06:29:09+0000","relativeCreationDate":"2 months ago"},"numberOfViews":23,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78204"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 need to be able to start logging time on tickets being opened by internal agents. I cannot find a way of logging time when we get a telephone call. This is needed to be able to pull the time sheet reports to include the tickets created by the agent.<\/p>","url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015?postid=77846#post77846","creationDate":"2023-05-17T10:30:53+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5710,"id":31015,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015","title":"Auto timer for new ticket by agent","lastPost":{"id":78164,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":"Hi @Mikester<\/user-mention>\u00a0<\/p>Timer option will be available only post ticket creation. It cannot be enabled on a new ticket screen.\u00a0<\/p>
\u00a0<\/p>
Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015?postid=78164#post78164","creationDate":"2023-05-24T10:31:28+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78164,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":"
Hi @Mikester<\/user-mention>\u00a0<\/p>Timer option will be available only post ticket creation. It cannot be enabled on a new ticket screen.\u00a0<\/p>
\u00a0<\/p>
Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015?postid=78164#post78164","creationDate":"2023-05-24T10:31:28+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":77846,"author":{"id":38162,"url":"\/members\/mikester-38162","name":"Mikester","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
I need to be able to start logging time on tickets being opened by internal agents. I cannot find a way of logging time when we get a telephone call. This is needed to be able to pull the time sheet reports to include the tickets created by the agent.<\/p>","url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015?postid=77846#post77846","creationDate":"2023-05-17T10:30:53+0000","relativeCreationDate":"2 months ago"},"numberOfViews":35,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78164"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 have a use case for presenting an excel file to be filled out by the ticket submitter and included in the ticket. We\u2019ve created a form for \u2018report request\u2019, and with this form - we\u2019d like to have the submitter fill out an excel sheet that has required information and then\u00a0include it in the ticket submission.<\/p>\u00a0<\/p>
I was wondering if anyone else has had a similar need, and how they were able to\u00a0accomplish this.<\/p>","url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042?postid=77921#post77921","creationDate":"2023-05-18T17:09:37+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5721,"id":31042,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042","title":"Present excel file for submission of ticket","lastPost":{"id":77921,"author":{"id":41716,"url":"\/members\/arnoldg-41716","name":"ArnoldG","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
We have a use case for presenting an excel file to be filled out by the ticket submitter and included in the ticket. We\u2019ve created a form for \u2018report request\u2019, and with this form - we\u2019d like to have the submitter fill out an excel sheet that has required information and then\u00a0include it in the ticket submission.<\/p>
\u00a0<\/p>
I was wondering if anyone else has had a similar need, and how they were able to\u00a0accomplish this.<\/p>","url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042?postid=77921#post77921","creationDate":"2023-05-18T17:09:37+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":77921,"author":{"id":41716,"url":"\/members\/arnoldg-41716","name":"ArnoldG","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
We have a use case for presenting an excel file to be filled out by the ticket submitter and included in the ticket. We\u2019ve created a form for \u2018report request\u2019, and with this form - we\u2019d like to have the submitter fill out an excel sheet that has required information and then\u00a0include it in the ticket submission.<\/p>
\u00a0<\/p>
I was wondering if anyone else has had a similar need, and how they were able to\u00a0accomplish this.<\/p>","url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042?postid=77921#post77921","creationDate":"2023-05-18T17:09:37+0000","relativeCreationDate":"2 months ago"},"numberOfViews":9,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77921"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 need to see which tickets have been completely deleted from the trash.<\/p>How can I view information about tickets that have been deleted by the trash?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77690#post77690","creationDate":"2023-05-15T05:49:21+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5670,"id":30945,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945","title":"I want to see the history of tickets deleted from the trash.","lastPost":{"id":77769,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":"
@junyoung lee<\/user-mention>\u00a0,<\/p>\u00a0<\/p>
The tickets in trash will not be counted for any of the transactions (reports or analytics) hence it is not possible to fetch a report that are moved to trash and completely deleted.\u00a0<\/p>
Curious to know, if a ticket is moved to trash and then after 30 days it is getting permanently deleted, why there is a need for this data as report?<\/p>
Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77769#post77769","creationDate":"2023-05-16T12:27:52+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77769,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":"
@junyoung lee<\/user-mention>\u00a0,<\/p>\u00a0<\/p>
The tickets in trash will not be counted for any of the transactions (reports or analytics) hence it is not possible to fetch a report that are moved to trash and completely deleted.\u00a0<\/p>
Curious to know, if a ticket is moved to trash and then after 30 days it is getting permanently deleted, why there is a need for this data as report?<\/p>
Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77769#post77769","creationDate":"2023-05-16T12:27:52+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":77690,"author":{"id":43680,"url":"\/members\/junyoung-lee-43680","name":"junyoung lee","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5cdb3132-fa7f-475a-af93-ddb11f65e623.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":"
I need to see which tickets have been completely deleted from the trash.<\/p>
How can I view information about tickets that have been deleted by the trash?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77690#post77690","creationDate":"2023-05-15T05:49:21+0000","relativeCreationDate":"2 months ago"},"numberOfViews":13,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77769"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hello<\/p>So it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags?<\/p>
\u00a0<\/p>
Thanks!<\/p>","url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895?postid=77602#post77602","creationDate":"2023-05-11T18:50:43+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5634,"id":30895,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895","title":"FreshDesk Growth level reports","lastPost":{"id":77602,"author":{"id":42148,"url":"\/members\/nighthawk68-42148","name":"Nighthawk68","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":"
Hello<\/p>
So it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags?<\/p>
\u00a0<\/p>
Thanks!<\/p>","url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895?postid=77602#post77602","creationDate":"2023-05-11T18:50:43+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":77602,"author":{"id":42148,"url":"\/members\/nighthawk68-42148","name":"Nighthawk68","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":"
Hello<\/p>
So it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags?<\/p>
\u00a0<\/p>
Thanks!<\/p>","url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895?postid=77602#post77602","creationDate":"2023-05-11T18:50:43+0000","relativeCreationDate":"2 months ago"},"numberOfViews":7,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77602"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 report on volume of emails sent from a support email address, regardless of group?<\/p>","url":"\/analytics-reports-dashboards-11351\/support-email-address-reporting-30860?postid=77522#post77522","creationDate":"2023-05-10T09:43:44+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5614,"id":30860,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/support-email-address-reporting-30860","title":"Support email address reporting","lastPost":{"id":77546,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":"Hi @Adz<\/user-mention>\u00a0<\/p>\u00a0<\/p>
Greetings from Freshworks community.<\/p>
Natively, there are no metric available to fetch the count of emails transacted via the support mailbox.\u00a0<\/p>
However, we have logs captured in our internal system which can provide you the details as a report.<\/p>
Hello TEAM,<\/p>\u00a0<\/p>
I have two\u00a0Question for you, I would like to have your support on it.<\/p>
\u00a0<\/p>
- Is there any way you can export the report in\u00a0Excel sheet?<\/li>\t
- Is there way you can present the report in pie chart without doing it manually<\/li><\/ol>","url":"\/analytics-reports-dashboards-11351\/reporting-30761?postid=77271#post77271","creationDate":"2023-05-04T11:43:00+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5565,"id":30761,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/reporting-30761","title":"reporting","lastPost":{"id":77531,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":"
@Buntu<\/user-mention>\u00a0<\/p>Greetings from Freshworks community.<\/p>
\u00a0<\/p>
Analytics module gives you lot of flexibility to create multiple format of reports with different metrics and can be designed to show as Pie chart automatically with the resulting metrics.\u00a0Grouped bar, Stacked Bar, Horizontal Grouped Bar, Horizontal Stacked Bar, Pie, Donut, Line, Area, Scatter Plot\u00a0<\/strong>are the visualization available default when you create a report and also gives you option to download the entire report as CSV or individual widget as CSV.<\/p>To know more about the report creation, download and visualization,<\/p>
- Go to Analytics section<\/li>\t
- Select any of the product offered Curated Report.<\/li>\t
- Click Edit button<\/li>\t
- Expand a particular widget and click the 3 lines on top right to view the metrics<\/li>\t
- On the widget, towards the top right, you can change the visualization<\/li>\t
- When you click on the 3 dots near to the visualization selection, you can download the report in CSV or PDF format for export<\/li><\/ol>
SNIP as below FYR<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2ef7db24-b35f-4a4e-abd0-e139151be909.png\")
<\/figure>\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5c3efa82-7566-42ba-817e-44e6a6719a59.png\")
<\/figure>\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/reporting-30761?postid=77531#post77531","creationDate":"2023-05-10T11:28:22+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77531,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":"
@Buntu<\/user-mention>\u00a0<\/p>Greetings from Freshworks community.<\/p>
\u00a0<\/p>
Analytics module gives you lot of flexibility to create multiple format of reports with different metrics and can be designed to show as Pie chart automatically with the resulting metrics.\u00a0Grouped bar, Stacked Bar, Horizontal Grouped Bar, Horizontal Stacked Bar, Pie, Donut, Line, Area, Scatter Plot\u00a0<\/strong>are the visualization available default when you create a report and also gives you option to download the entire report as CSV or individual widget as CSV.<\/p>To know more about the report creation, download and visualization,<\/p>
- Go to Analytics section<\/li>\t
- Select any of the product offered Curated Report.<\/li>\t
- Click Edit button<\/li>\t
- Expand a particular widget and click the 3 lines on top right to view the metrics<\/li>\t
- On the widget, towards the top right, you can change the visualization<\/li>\t
- When you click on the 3 dots near to the visualization selection, you can download the report in CSV or PDF format for export<\/li><\/ol>
SNIP as below FYR<\/p><\/figure>\u00a0<\/p><\/figure>\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/reporting-30761?postid=77531#post77531","creationDate":"2023-05-10T11:28:22+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77271,"author":{"id":43442,"url":"\/members\/buntu-43442","name":"Buntu","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/53d0be8b-659c-498b-bd95-37b9a4e89f19.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":"
Hello TEAM,<\/p>
\u00a0<\/p>
I have two\u00a0Question for you, I would like to have your support on it.<\/p>
\u00a0<\/p>
- Is there any way you can export the report in\u00a0Excel sheet?<\/li>\t
- Is there way you can present the report in pie chart without doing it manually<\/li><\/ol>","url":"\/analytics-reports-dashboards-11351\/reporting-30761?postid=77271#post77271","creationDate":"2023-05-04T11:43:00+0000","relativeCreationDate":"2 months ago"},"numberOfViews":9,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77531"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them.\u00a0 Similar for asset analytics... I cannot show the PO associated with the asset.\u00a0 We need to report on this on many objects related at once and not have to drill into each asset to see the related PO.\u00a0 In other words we need to see all assets associated with a PO in one pane of glass.<\/p>","url":"\/analytics-reports-dashboards-11351\/asset-to-purchase-order-report-or-view-30706?postid=77178#post77178","creationDate":"2023-05-03T03:22:27+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5546,"id":30706,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/asset-to-purchase-order-report-or-view-30706","title":"asset to purchase order report or view","lastPost":{"id":77178,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":"The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them.\u00a0 Similar for asset analytics... I cannot show the PO associated with the asset.\u00a0 We need to report on this on many objects related at once and not have to drill into each asset to see the related PO.\u00a0 In other words we need to see all assets associated with a PO in one pane of glass.<\/p>","url":"\/analytics-reports-dashboards-11351\/asset-to-purchase-order-report-or-view-30706?postid=77178#post77178","creationDate":"2023-05-03T03:22:27+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":77178,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":"
The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them.\u00a0 Similar for asset analytics... I cannot show the PO associated with the asset.\u00a0 We need to report on this on many objects related at once and not have to drill into each asset to see the related PO.\u00a0 In other words we need to see all assets associated with a PO in one pane of glass.<\/p>","url":"\/analytics-reports-dashboards-11351\/asset-to-purchase-order-report-or-view-30706?postid=77178#post77178","creationDate":"2023-05-03T03:22:27+0000","relativeCreationDate":"2 months ago"},"numberOfViews":11,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77178"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
It would be great to have the average response time in the analytics as we have it in the current reports.\u00a0<\/p>\u00a0<\/p>
We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number.\u00a0<\/p>
\u00a0<\/p>
We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77020#post77020","creationDate":"2023-04-28T11:30:41+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5514,"id":30642,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/average-response-time-30642","title":"Average Response Time","lastPost":{"id":77100,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":"
Hello @joelleemmanuel<\/user-mention>\u00a0Welcome to the Freshworks Community. You can find the \u201cAverage Response Time\u201d metric in the Response Time\u00a0<\/strong>tab of the\u00a0Tickets - Helpdesk Performance\u00a0<\/strong>report.<\/p>\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/d22a0730-c5c3-4f91-ab0e-69396e966d37.png\")
<\/figure>\u00a0<\/p>
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77100#post77100","creationDate":"2023-05-01T17:51:08+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77100,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":"
Hello @joelleemmanuel<\/user-mention>\u00a0Welcome to the Freshworks Community. You can find the \u201cAverage Response Time\u201d metric in the Response Time\u00a0<\/strong>tab of the\u00a0Tickets - Helpdesk Performance\u00a0<\/strong>report.<\/p>\u00a0<\/p><\/figure>\u00a0<\/p>
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77100#post77100","creationDate":"2023-05-01T17:51:08+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77020,"author":{"id":43312,"url":"\/members\/joelleemmanuel-43312","name":"joelleemmanuel","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/84228775-0692-4aa7-9275-26f325b67fc0.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":"
It would be great to have the average response time in the analytics as we have it in the current reports.\u00a0<\/p>
\u00a0<\/p>
We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number.\u00a0<\/p>
\u00a0<\/p>
We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77020#post77020","creationDate":"2023-04-28T11:30:41+0000","relativeCreationDate":"3 months ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77100"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hello-\u00a0I recently needed to find a previous ticket with information I needed for a new ticket. When doing the search, I added the title it would be under, example:\u00a0 CL to PO.\u00a0 When I ran the report, I did not get any tickets back with my title.\u00a0 I just got back a bunch random tickets with different titles.\u00a0 I eventually ended up finding a ticket with the information, but not with the search.\u00a0 I added a tag \u201cKeeper\u201d to the ticket. I ran the search again with the same title and it appears now that I added the keeper. I did not do any filters on either search.\u00a0 Why wouldn\u2019t my search come up in the first place?\u00a0 Does it need to have a tag?\u00a0 Do I need to fill in the filters in order for search to pull up what I\u2019m asking for?\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518?postid=76721#post76721","creationDate":"2023-04-18T18:02:33+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5447,"id":30518,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518","title":"When Using th \"Search\" option, it does not bring back what I'm searching","lastPost":{"id":76723,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","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},"content":"Hi @GreeneTra<\/user-mention>\u00a0<\/p>\u00a0<\/p>
Greetings from Freshdesk community!<\/p>
\u00a0<\/p>
The search tab lets you locate items in your account from just about any page within your helpdesk.\u00a0As soon as you start entering the search query, Freshdesk will show you the most relevant results\u00a0in the spotlight.\u00a0When you enter multiple keywords, Freshdesk performs an OR search on the keywords in a starts-with mechanism.\u00a0<\/p>
Exact search <\/strong>:\u00a0 When you search for a phrase, by default, you will see the exact match results first and the partial matches will follow. However, you can eliminate partial matches in your search results by searching for exact phrases by enclosing the search terms within double-quotes<\/strong>. Here is an article <\/a>for\u00a0 your reference.\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/eb844c44-3de4-466d-abf3-cea8198216d5.png\")
<\/figure>\u00a0<\/p>
Feel free to drop a note here incase of further assistance :)<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518?postid=76723#post76723","creationDate":"2023-04-18T18:44:15+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76723,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","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},"content":"
Hi @GreeneTra<\/user-mention>\u00a0<\/p>\u00a0<\/p>
Greetings from Freshdesk community!<\/p>
\u00a0<\/p>
The search tab lets you locate items in your account from just about any page within your helpdesk.\u00a0As soon as you start entering the search query, Freshdesk will show you the most relevant results\u00a0in the spotlight.\u00a0When you enter multiple keywords, Freshdesk performs an OR search on the keywords in a starts-with mechanism.\u00a0<\/p>
Exact search <\/strong>:\u00a0 When you search for a phrase, by default, you will see the exact match results first and the partial matches will follow. However, you can eliminate partial matches in your search results by searching for exact phrases by enclosing the search terms within double-quotes<\/strong>. Here is an article <\/a>for\u00a0 your reference.\u00a0<\/p><\/figure>\u00a0<\/p>
Feel free to drop a note here incase of further assistance :)<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518?postid=76723#post76723","creationDate":"2023-04-18T18:44:15+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":76721,"author":{"id":43101,"url":"\/members\/greenetra-43101","name":"GreeneTra","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":"
Hello-\u00a0I recently needed to find a previous ticket with information I needed for a new ticket. When doing the search, I added the title it would be under, example:\u00a0 CL to PO.\u00a0 When I ran the report, I did not get any tickets back with my title.\u00a0 I just got back a bunch random tickets with different titles.\u00a0 I eventually ended up finding a ticket with the information, but not with the search.\u00a0 I added a tag \u201cKeeper\u201d to the ticket. I ran the search again with the same title and it appears now that I added the keeper. I did not do any filters on either search.\u00a0 Why wouldn\u2019t my search come up in the first place?\u00a0 Does it need to have a tag?\u00a0 Do I need to fill in the filters in order for search to pull up what I\u2019m asking for?\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518?postid=76721#post76721","creationDate":"2023-04-18T18:02:33+0000","relativeCreationDate":"3 months ago"},"numberOfViews":15,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76723"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 have had this message on our Freshdesk for the last 48hrs:
\u00a0<\/p>Scheduled maintenance is under progress<\/h2>
We will be up and running soon, Please check again later.<\/p>
Click here to go back to home<\/a>
\u00a0<\/p>\u00a0<\/p>
Our domain is:\u00a0https:\/\/sangix.freshdesk.com\/<\/a>
\u00a0<\/p>Since we are on a free account, there does not seem to be any support we can contact.<\/p>
Should we just switch to another provider or does anyone have an idea of what we can do?
\u00a0<\/p>
Many thanks :)<\/p>","url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297?postid=76155#post76155","creationDate":"2023-04-04T16:33:44+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5333,"id":30297,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297","title":"Our Freshdesk domain is down for 48hrs","lastPost":{"id":76257,"author":{"id":42767,"url":"\/members\/jirka-42767","name":"Jirka","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/150cfc0f-e966-41b1-9915-d10deb331b0a.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Many thanks @aravind.sundararajan<\/user-mention>\u00a0.\u00a0 You help is much appreciated.
Jirka<\/p>\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297?postid=76257#post76257","creationDate":"2023-04-06T10:39:46+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76257,"author":{"id":42767,"url":"\/members\/jirka-42767","name":"Jirka","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/150cfc0f-e966-41b1-9915-d10deb331b0a.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Many thanks @aravind.sundararajan<\/user-mention>\u00a0.\u00a0 You help is much appreciated.
Jirka<\/p>\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297?postid=76257#post76257","creationDate":"2023-04-06T10:39:46+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":76155,"author":{"id":42767,"url":"\/members\/jirka-42767","name":"Jirka","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/150cfc0f-e966-41b1-9915-d10deb331b0a.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
We have had this message on our Freshdesk for the last 48hrs:
\u00a0<\/p>
Scheduled maintenance is under progress<\/h2>
We will be up and running soon, Please check again later.<\/p>
Click here to go back to home<\/a>
\u00a0<\/p>\u00a0<\/p>
There can only be one creator of the ticket, either by<\/p>- the system (email, portal etc)<\/li>\t
- or an Agent (eg. Phone).<\/li><\/ul>
Why when reports are run the the \u2018manually created\u2019 tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).<\/p>
The \u2018Assigned Agent\u2019 at the time is the one credited with the creation.<\/p>
We are running analytics to assist in KPI\u2019s \/ commissions for Agents.<\/p>
It is proven in ticket activities when an Agent creates\u00a0a ticket manually (phone) it shows it shows them as \u2018Ticket creator\u2019.<\/p>
BUT<\/p>
When the report is run, the \u2018Agent Created\u2019 is the \u2018Assigned Agent\u2019 at the time of the report.<\/p>
Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.<\/p>
\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335?postid=76235#post76235","creationDate":"2023-04-06T01:06:46+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5354,"id":30335,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335","title":"Why isn't the Ticket Creator accredited with 'Ticket Created'","lastPost":{"id":76235,"author":{"id":42797,"url":"\/members\/hendo-42797","name":"Hendo","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":"
There can only be one creator of the ticket, either by<\/p>
- the system (email, portal etc)<\/li>\t
- or an Agent (eg. Phone).<\/li><\/ul>
Why when reports are run the the \u2018manually created\u2019 tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).<\/p>
The \u2018Assigned Agent\u2019 at the time is the one credited with the creation.<\/p>
We are running analytics to assist in KPI\u2019s \/ commissions for Agents.<\/p>
It is proven in ticket activities when an Agent creates\u00a0a ticket manually (phone) it shows it shows them as \u2018Ticket creator\u2019.<\/p>
BUT<\/p>
When the report is run, the \u2018Agent Created\u2019 is the \u2018Assigned Agent\u2019 at the time of the report.<\/p>
Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.<\/p>
\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335?postid=76235#post76235","creationDate":"2023-04-06T01:06:46+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76235,"author":{"id":42797,"url":"\/members\/hendo-42797","name":"Hendo","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":"
There can only be one creator of the ticket, either by<\/p>
- the system (email, portal etc)<\/li>\t
- or an Agent (eg. Phone).<\/li><\/ul>
Why when reports are run the the \u2018manually created\u2019 tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).<\/p>
The \u2018Assigned Agent\u2019 at the time is the one credited with the creation.<\/p>
We are running analytics to assist in KPI\u2019s \/ commissions for Agents.<\/p>
It is proven in ticket activities when an Agent creates\u00a0a ticket manually (phone) it shows it shows them as \u2018Ticket creator\u2019.<\/p>
BUT<\/p>
When the report is run, the \u2018Agent Created\u2019 is the \u2018Assigned Agent\u2019 at the time of the report.<\/p>
Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.<\/p>
\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335?postid=76235#post76235","creationDate":"2023-04-06T01:06:46+0000","relativeCreationDate":"3 months ago"},"numberOfViews":9,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76235"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
All the different fields in Analytics are very confusing in we really could use a good complete manual explaining how to create custom reports and all the options and settings.<\/p>","url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267?postid=76105#post76105","creationDate":"2023-04-03T20:19:28+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":18649,"id":30267,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267","title":"No good manual explaining Analytics report settings and options","lastPost":{"id":76108,"author":{"id":41753,"url":"\/members\/reuven-41753","name":"reuven","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/eb916d18-61a0-4b6c-9fb5-e65fcf40aa9e.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":1},"content":"Guess you didn\u2019t read the whole question.\u00a0 There\u2019s NO COMPLETE manual detailing all the different fields.<\/p>
\u00a0<\/p>
That is only basic superficial info there.<\/p>","url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267?postid=76108#post76108","creationDate":"2023-04-03T21:00:07+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76108,"author":{"id":41753,"url":"\/members\/reuven-41753","name":"reuven","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/eb916d18-61a0-4b6c-9fb5-e65fcf40aa9e.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":1},"content":"
Guess you didn\u2019t read the whole question.\u00a0 There\u2019s NO COMPLETE manual detailing all the different fields.<\/p>
\u00a0<\/p>
That is only basic superficial info there.<\/p>","url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267?postid=76108#post76108","creationDate":"2023-04-03T21:00:07+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":1,"relevantPost":{"id":76105,"author":{"id":41753,"url":"\/members\/reuven-41753","name":"reuven","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/eb916d18-61a0-4b6c-9fb5-e65fcf40aa9e.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":1},"content":"
All the different fields in Analytics are very confusing in we really could use a good complete manual explaining how to create custom reports and all the options and settings.<\/p>","url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267?postid=76105#post76105","creationDate":"2023-04-03T20:19:28+0000","relativeCreationDate":"3 months ago"},"numberOfViews":25,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76108"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Why are my agents ticket numbers different in Legacy Reports VS Analytics for the same time range?<\/p>","url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152?postid=75836#post75836","creationDate":"2023-03-28T21:04:30+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5250,"id":30152,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152","title":"Legacy Reports VS Analytics","lastPost":{"id":75938,"author":{"id":16619,"url":"\/members\/athomas-16619","name":"athomas","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"They have the same date ranges. I wrote the helpdesk and they said that Legacy is based off of Business Hours and Reporting is off of 24 hours. And the days of the week, one starts on Sunday, the other on Monday.\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152?postid=75938#post75938","creationDate":"2023-03-30T21:55:26+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":75938,"author":{"id":16619,"url":"\/members\/athomas-16619","name":"athomas","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
They have the same date ranges. I wrote the helpdesk and they said that Legacy is based off of Business Hours and Reporting is off of 24 hours. And the days of the week, one starts on Sunday, the other on Monday.\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152?postid=75938#post75938","creationDate":"2023-03-30T21:55:26+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":75836,"author":{"id":16619,"url":"\/members\/athomas-16619","name":"athomas","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Why are my agents ticket numbers different in Legacy Reports VS Analytics for the same time range?<\/p>","url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152?postid=75836#post75836","creationDate":"2023-03-28T21:04:30+0000","relativeCreationDate":"3 months ago"},"numberOfViews":24,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"75938"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hey community,<\/p>In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don\u2019t need it anymore.<\/span><\/p>I might have actually deleted the report itself, but I\u2019m still receiving copies of it.\u00a0<\/span><\/p>Many thanks,<\/span><\/p>Toni<\/span><\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73809#post73809","creationDate":"2023-03-21T17:37:16+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4746,"id":28949,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949","title":"Analytics - Stop automatic export of reports","lastPost":{"id":73846,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","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},"content":"Hi @Toni-MarieB<\/user-mention>\u00a0<\/p>Greetings from Freshdesk community!<\/p>
\u00a0<\/p>
To stop receiving emails for scheduled reports, you may navigate to Analytics>Settings(gear icon next to New report button)>Schedules and delete the schedule from there. If it was scheduled under Legacy reports, please go to the Reports tab > open the concerned report > click on the green calendar icon against the name of the report. This green calendar icon indicates that a report was earlier scheduled.<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73846#post73846","creationDate":"2023-03-21T21:42:28+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73846,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","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},"content":"
Hi @Toni-MarieB<\/user-mention>\u00a0<\/p>Greetings from Freshdesk community!<\/p>
\u00a0<\/p>
To stop receiving emails for scheduled reports, you may navigate to Analytics>Settings(gear icon next to New report button)>Schedules and delete the schedule from there. If it was scheduled under Legacy reports, please go to the Reports tab > open the concerned report > click on the green calendar icon against the name of the report. This green calendar icon indicates that a report was earlier scheduled.<\/p>
\u00a0<\/p>
Cheers,
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73846#post73846","creationDate":"2023-03-21T21:42:28+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":73809,"author":{"id":41036,"url":"\/members\/toni-marieb-41036","name":"Toni-MarieB","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Hey community,<\/p>
In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don\u2019t need it anymore.<\/span><\/p>I might have actually deleted the report itself, but I\u2019m still receiving copies of it.\u00a0<\/span><\/p>Many thanks,<\/span><\/p>Toni<\/span><\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73809#post73809","creationDate":"2023-03-21T17:37:16+0000","relativeCreationDate":"4 months ago"},"numberOfViews":29,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"73846"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Current dashboard make no value for us.\u00a0
How I can edit settings - to see at le<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/aea913ea-dfa4-45e5-b93d-c3f7bccd53a3.png\")
<\/figure>ast comparison week by week not today vs yesterday?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73355#post73355","creationDate":"2023-03-13T10:19:56+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4616,"id":28728,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728","title":"I can't see any editable dashboard","lastPost":{"id":73387,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":"\tYes - that\u2019s what I\u2019m looking for - But I don\u2019t know how to create that dashboard - looks like I don\u2019t have access? But I\u2019m admin \/ owner of the account :\/\u00a0<\/p>\t<\/div><\/content-quote>
Hi @Michal PC<\/user-mention>\u00a0The link shared by @vinothkumar.manoharan<\/user-mention>\u00a0should help you create a custom report in the Analytics section. I\u2019m afraid we wouldn\u2019t be able to do this in the Dashboard (default or custom).<\/p>\u00a0<\/p>
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73387#post73387","creationDate":"2023-03-13T16:33:27+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73387,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":"\tYes - that\u2019s what I\u2019m looking for - But I don\u2019t know how to create that dashboard - looks like I don\u2019t have access? But I\u2019m admin \/ owner of the account :\/\u00a0<\/p>\t<\/div><\/content-quote>
Hi @Michal PC<\/user-mention>\u00a0The link shared by @vinothkumar.manoharan<\/user-mention>\u00a0should help you create a custom report in the Analytics section. I\u2019m afraid we wouldn\u2019t be able to do this in the Dashboard (default or custom).<\/p>\u00a0<\/p>
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73387#post73387","creationDate":"2023-03-13T16:33:27+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":73355,"author":{"id":42008,"url":"\/members\/michal-pc-42008","name":"Michal PC","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/afe0155d-275a-44b2-a641-6ad064e1faef.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":"
Current dashboard make no value for us.\u00a0
How I can edit settings - to see at le<\/p><\/figure>ast comparison week by week not today vs yesterday?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73355#post73355","creationDate":"2023-03-13T10:19:56+0000","relativeCreationDate":"4 months ago"},"numberOfViews":53,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"73387"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 it possible with my plan (growth), to schedule an export of all tickets on a weekly basis? all fields, all tickets?<\/p>I can see curated reports, however they don\u2019t have the information i\u2019d like.<\/p>","url":"\/analytics-reports-dashboards-11351\/schedule-export-tickets-28343?postid=72335#post72335","creationDate":"2023-02-13T17:24:16+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4406,"id":28343,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/schedule-export-tickets-28343","title":"schedule export tickets","lastPost":{"id":73315,"author":{"id":41956,"url":"\/members\/vinayakjjw-41956","name":"vinayakjjw","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b97305c2-06f2-4d95-8ec3-05916c352ac6.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Hi @MariamP<\/user-mention>\u00a0<\/p>I am the co-founder of\u00a0StackIt<\/a>. We are building a plugin to get data from Freshdesk to Google Sheets. We are working with our first 10 customers to do a POC,\u00a0all for free<\/strong>.<\/p>- We can import\u00a0the tickets\u00a0into Google Sheets in the format you want.<\/li>\t
- This sheet can also be updated with a set frequency (Everyday, Every hour) without any manual effort.<\/li><\/ol>
We don\u2019t store any data. We just want feedback from our initial customers. You don\u2019t have to pay for anything at all. This is 100% free, without any strings.<\/p>
If this sounds interesting to you, I would love to get in touch with you, please email me at\u00a0vinayak@nowstackit.com<\/a><\/p>Thanks,
Vinayak<\/p>\u00a0<\/section>","url":"\/analytics-reports-dashboards-11351\/schedule-export-tickets-28343?postid=73315#post73315","creationDate":"2023-03-10T17:18:07+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73315,"author":{"id":41956,"url":"\/members\/vinayakjjw-41956","name":"vinayakjjw","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b97305c2-06f2-4d95-8ec3-05916c352ac6.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"Hi @MariamP<\/user-mention>\u00a0<\/p>
Hello Community!<\/p>I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin?<\/p>
Thanks and regards! Milton C.<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=71707#post71707","creationDate":"2023-01-28T19:41:59+0000","relativeCreationDate":"6 months ago"},"isTopicUnread":true,"privateId":4259,"id":28051,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051","title":"Limited export csv file with Sprout License?","lastPost":{"id":73311,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":"
Hello @mcastel<\/user-mention>\u00a0Were you able to get this sorted? If not, can you please share a screenshot of the page so we can troubleshoot this further?<\/p>
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=73311#post73311","creationDate":"2023-03-10T16:01:21+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73311,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":"
Hello @mcastel<\/user-mention>\u00a0Were you able to get this sorted? If not, can you please share a screenshot of the page so we can troubleshoot this further?<\/p>
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=73311#post73311","creationDate":"2023-03-10T16:01:21+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":71707,"author":{"id":41308,"url":"\/members\/mcastel-41308","name":"mcastel","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":"
Hello Community!<\/p>
I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin?<\/p>
Thanks and regards! Milton C.<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=71707#post71707","creationDate":"2023-01-28T19:41:59+0000","relativeCreationDate":"6 months ago"},"numberOfViews":23,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"73311"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hello,<\/p>\u00a0<\/p>
I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?<\/p>
Also to go with this the lowest notification\/approach timer\u00a0that can be set is 30minutes. Would there be any scope to amend these to a custom timer.<\/p>","url":"\/analytics-reports-dashboards-11351\/lower-first-response-time-28669?postid=73181#post73181","creationDate":"2023-03-08T08:14:33+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4582,"id":28669,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/lower-first-response-time-28669","title":"Lower First Response Time?","lastPost":{"id":73196,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","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":2},"content":"
Hi\u00a0@PaulSnellingBiz<\/user-mention>\u00a0
\u00a0<\/p>Thank you for getting back, We understand your business needs, We will pass on this feedback to our product team, You can also submit this idea and vote up for our existing feature request using this link-\u00a0https:\/\/community.freshworks.com\/ideas<\/span><\/a>
\u00a0<\/p>Here\u2019s to you
Vidya D
\u00a0<\/p>
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our\u00a0<\/span>Freshdesk community<\/span><\/a>. Fresh ideas, quality service :)\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/lower-first-response-time-28669?postid=73196#post73196","creationDate":"2023-03-08T11:10:26+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73196,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","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":2},"content":"Hi\u00a0@PaulSnellingBiz<\/user-mention>\u00a0
\u00a0<\/p>Thank you for getting back, We understand your business needs, We will pass on this feedback to our product team, You can also submit this idea and vote up for our existing feature request using this link-\u00a0https:\/\/community.freshworks.com\/ideas<\/span><\/a>
\u00a0<\/p>Here\u2019s to you
Vidya D
\u00a0<\/p>
Hey guys. All good?<\/p>I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.<\/p>
Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.<\/p>
Does anyone here know of a way to measure predefined answers usage?<\/p>
If only this was in the \"show activity\" reports, we could map it to quality monitoring. However, we don't have any log of that record.<\/p>
If anyone knows anything about this or any stopgap measures, that would be really great!<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72931#post72931","creationDate":"2023-02-28T19:45:24+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4520,"id":28570,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570","title":"Data about the use of templates","lastPost":{"id":72952,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":"
Hey Jebas! Thank you very much.<\/p>
Man, what incredible timing, hahaha.<\/p>
That's right. As I use it in portuguese version, the closest translation here would be \"predefined answers\" or just \"macros\". This report already opens up many opportunities for us to have more data on this and to improve.<\/p>
Best Regards.<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72952#post72952","creationDate":"2023-03-01T11:57:23+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":72952,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":"
Hey Jebas! Thank you very much.<\/p>
Man, what incredible timing, hahaha.<\/p>
That's right. As I use it in portuguese version, the closest translation here would be \"predefined answers\" or just \"macros\". This report already opens up many opportunities for us to have more data on this and to improve.<\/p>
Best Regards.<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72952#post72952","creationDate":"2023-03-01T11:57:23+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":72931,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":"
Hey guys. All good?<\/p>
I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.<\/p>
Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.<\/p>
Does anyone here know of a way to measure predefined answers usage?<\/p>
If only this was in the \"show activity\" reports, we could map it to quality monitoring. However, we don't have any log of that record.<\/p>
If anyone knows anything about this or any stopgap measures, that would be really great!<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72931#post72931","creationDate":"2023-02-28T19:45:24+0000","relativeCreationDate":"5 months ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"72952"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 report that measures the number of unattended\/unassigned tickets that exceeded its time during a period? How do \u00a0I adjust the alert for unattended tickets?<\/p>","url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551?postid=72870#post72870","creationDate":"2023-02-28T01:21:55+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4513,"id":28551,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551","title":"Unattended Tickets Report","lastPost":{"id":72873,"author":{"id":41245,"url":"\/members\/jebas-41245","name":"Jebas","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/31f0abf3-88d6-413c-92ad-e080f67d096f.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":2},"content":"Hi @mishelpdesk<\/user-mention>\u00a0,<\/p>
Greetings from Freshworks Community!
To achieve this specific usecase, you can create a Custom Report which the below configuration(Screenshot):
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/35dd87d8-817e-465c-a583-3d6bb894a623.png\")
<\/figure>Please apply the exact metrics and filters to see the First response and Resolution SLA Violated Unassigned ticket count. You can apply any Time filters if you need as well.
And to change the SLA Alert settings, Please navigate to Admin->SLA Policies and you can set up the Reminders for agents:
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/ede811fe-70f5-4694-a35c-376407fda823.png\")
<\/figure>To make sure none of the tickets go unassigned for certain period, you can go to Admin->Groups, click on the Group name->Group Properties\u00a0and set up the ticket escalation settings:
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/40d7c317-980f-4735-8198-c444aaec8b32.png\")
<\/figure>\u00a0I hope this helps!
Please reply back to this thread if you have any queries, Happy to help!
Regards,
Jebas D.<\/p>","url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551?postid=72873#post72873","creationDate":"2023-02-28T06:56:54+0000","relativeCreationDate":"5 months ago"},"lastReply":{"id":72873,"author":{"id":41245,"url":"\/members\/jebas-41245","name":"Jebas","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/31f0abf3-88d6-413c-92ad-e080f67d096f.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":2},"content":"
Hi @mishelpdesk<\/user-mention>\u00a0,<\/p>
Greetings from Freshworks Community!
To achieve this specific usecase, you can create a Custom Report which the below configuration(Screenshot):
\u00a0<\/p><\/figure>Please apply the exact metrics and filters to see the First response and Resolution SLA Violated Unassigned ticket count. You can apply any Time filters if you need as well.
And to change the SLA Alert settings, Please navigate to Admin->SLA Policies and you can set up the Reminders for agents:
\u00a0<\/p><\/figure>To make sure none of the tickets go unassigned for certain period, you can go to Admin->Groups, click on the Group name->Group Properties\u00a0and set up the ticket escalation settings:
\u00a0<\/p><\/figure>\u00a0I hope this helps!
Please reply back to this thread if you have any queries, Happy to help!
Regards,
Jebas D.<\/p>","url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551?postid=72873#post72873","creationDate":"2023-02-28T06:56:54+0000","relativeCreationDate":"5 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":72870,"author":{"id":41474,"url":"\/members\/mishelpdesk-41474","name":"mishelpdesk","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a83b0163-e5f3-463d-a3fa-e40198fecf19.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":"
Is there a report that measures the number of unattended\/unassigned tickets that exceeded its time during a period? How do \u00a0I adjust the alert for unattended tickets?<\/p>","url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551?postid=72870#post72870","creationDate":"2023-02-28T01:21:55+0000","relativeCreationDate":"5 months ago"},"numberOfViews":54,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"72873"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Good morning, i'm trying to create a ticket calling the api v2 (php with attachments)<\/p>But it return all time error 500 without any explanation, the request\u00a0id is:<\/p>
X-Request-Id:\u00a0\u00a0647b2819-0e25-41c1-affd-e76380b93b2d<\/p>
Rest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {\"code\":\"internal_error\",\"message\":\"We're sorry, but something went wrong.\"}<\/p>
Can you give any feedback?<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=71958#post71958","creationDate":"2023-02-06T13:13:47+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4319,"id":28191,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191","title":"Error creating ticket with attachments PHP","lastPost":{"id":72313,"author":{"id":41457,"url":"\/members\/jgarcia13456-41457","name":"jgarcia13456","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":"
For everyone who comes here looking for a solution. In my case the problem was that if several attachments are included both have the id attachments[]<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=72313#post72313","creationDate":"2023-02-13T10:40:36+0000","relativeCreationDate":"5 months ago"},"lastReply":{"id":72313,"author":{"id":41457,"url":"\/members\/jgarcia13456-41457","name":"jgarcia13456","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":"
For everyone who comes here looking for a solution. In my case the problem was that if several attachments are included both have the id attachments[]<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=72313#post72313","creationDate":"2023-02-13T10:40:36+0000","relativeCreationDate":"5 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":71958,"author":{"id":41457,"url":"\/members\/jgarcia13456-41457","name":"jgarcia13456","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":"
Good morning, i'm trying to create a ticket calling the api v2 (php with attachments)<\/p>
But it return all time error 500 without any explanation, the request\u00a0id is:<\/p>
X-Request-Id:\u00a0\u00a0647b2819-0e25-41c1-affd-e76380b93b2d<\/p>
Rest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {\"code\":\"internal_error\",\"message\":\"We're sorry, but something went wrong.\"}<\/p>
Can you give any feedback?<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=71958#post71958","creationDate":"2023-02-06T13:13:47+0000","relativeCreationDate":"5 months ago"},"numberOfViews":60,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"72313"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
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While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> \ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement \ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p> \ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p> \ud83d\udea8If there are any pages that are broken, please alert \u00a0<\/p> Thanks for your patience and support as always.<\/span><\/p> \u00a0<\/p> Best<\/p> Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":6,"views":305,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.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":6},"content":" Hello Freshworks Community,\u00a0<\/span><\/p> \u00a0<\/p> \u00a0<\/p> The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p> While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> \ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement \ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p> \ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p> \ud83d\udea8If there are any pages that are broken, please alert \u00a0<\/p> Thanks for your patience and support as always.<\/span><\/p> \u00a0<\/p> Best<\/p> Ally<\/p>","url":"\/announcements-and-events-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"9 days ago"},"contentType":"article","type":0,"likes":5,"hasCurrentUserLiked":false},"config":{"selectedTopic":{"url":"https:\/\/community.freshworks.com\/announcements-and-events-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305","title":"\ud83d\udea8 ATTENTION PLEASE!! \ud83d\udea8 Maintenance Hours for Freshworks Community 2.0 \u200b\u200b\u200b\u200b\u200b\u200b\u200b\ud83d\udd27","description":" Hello Freshworks Community,\u00a0<\/span><\/p> \u00a0<\/p> \u00a0<\/p> The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p> While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> \ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement \ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p> \ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p> \ud83d\udea8If there are any pages that are broken, please alert \u00a0<\/p> Thanks for your patience and support as always.<\/span><\/p> \u00a0<\/p> Best<\/p> Ally<\/p>","id":32305,"featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7b6a7c39-0dc0-4c6e-80e9-8c999f8945d8_thumb.png","label":"Community News","replyCount":6,"views":305,"post":{"id":80461,"author":{"id":32014,"url":"\/members\/alyssia-correa-32014","name":"alyssia.correa","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba3dbeb8-0226-46ab-8699-0d19aadada93.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":6},"content":" Hello Freshworks Community,\u00a0<\/span><\/p> \u00a0<\/p> \u00a0<\/p> The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p> While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p> In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p> Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p> In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p> \u00a0<\/p> Lastly before I sign off, a few additional points:<\/span><\/p> Using Freshdesk I don\u2019t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation.\u00a0<\/p> No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk.<\/p> \u00a0<\/p> thanks.<\/p>","url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462?postid=80831#post80831","creationDate":"2023-07-26T21:16:27+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":6557,"id":32462,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462","title":"fresh chat and freshdesk reporting","lastPost":{"id":80831,"author":{"id":46320,"url":"\/members\/dtorres265-46320","name":"dtorres265","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":" I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.<\/p> I don\u2019t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation.\u00a0<\/p> No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk.<\/p> \u00a0<\/p> thanks.<\/p>","url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462?postid=80831#post80831","creationDate":"2023-07-26T21:16:27+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80831,"author":{"id":46320,"url":"\/members\/dtorres265-46320","name":"dtorres265","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":" I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.<\/p> I don\u2019t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation.\u00a0<\/p> No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk.<\/p> \u00a0<\/p> thanks.<\/p>","url":"\/analytics-reports-dashboards-11351\/fresh-chat-and-freshdesk-reporting-32462?postid=80831#post80831","creationDate":"2023-07-26T21:16:27+0000","relativeCreationDate":"1 day ago"},"numberOfViews":0,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"80831"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Report issue<\/p> Enquire status<\/p> \u00a0<\/p> How can I add: \u201cSuggest an improvement\u201d ?<\/p>","url":"\/analytics-reports-dashboards-11351\/how-to-update-ticket-categories-under-what-brings-you-here-30801?postid=77358#post77358","creationDate":"2023-05-06T03:47:47+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5591,"id":30801,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/how-to-update-ticket-categories-under-what-brings-you-here-30801","title":"How to update ticket categories under \"What brings you here\"?","lastPost":{"id":80060,"author":{"id":39665,"url":"\/members\/ukolluru-39665","name":"Ukolluru","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/620f4ac9-29b1-455d-82d3-4576da750a44.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" \u201cWhat Brings You here\u201d is set up within the Forms in Freshdesk.<\/p> First set up the ticket fields and then start choosing the fields you would like to display based on the form selected in Freshdesk. In your example, please navigate to Ticket fields -\u2192\u00a0Add the choice\u00a0\u201cSuggest an improvement\u201d in the Type field. Now Navigate to the Forms and create a form specifically for\u00a0\u201cSuggest an improvement\u201d. Please choose the relevant fields from the ticket fields to show to your customer.<\/p> Here are a few articles that can help you.<\/p> Custom Ticket Fields<\/a><\/p> Ticket Forms<\/a><\/p> Understanding Ticket fields and Forms<\/a><\/p>","url":"\/analytics-reports-dashboards-11351\/how-to-update-ticket-categories-under-what-brings-you-here-30801?postid=80060#post80060","creationDate":"2023-07-10T22:32:12+0000","relativeCreationDate":"17 days ago"},"lastReply":{"id":80060,"author":{"id":39665,"url":"\/members\/ukolluru-39665","name":"Ukolluru","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/620f4ac9-29b1-455d-82d3-4576da750a44.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" \u201cWhat Brings You here\u201d is set up within the Forms in Freshdesk.<\/p> First set up the ticket fields and then start choosing the fields you would like to display based on the form selected in Freshdesk. In your example, please navigate to Ticket fields -\u2192\u00a0Add the choice\u00a0\u201cSuggest an improvement\u201d in the Type field. Now Navigate to the Forms and create a form specifically for\u00a0\u201cSuggest an improvement\u201d. Please choose the relevant fields from the ticket fields to show to your customer.<\/p> Here are a few articles that can help you.<\/p> Another one\u00a0 support@bneaid.freshdesk.com<\/a><\/p> I\u2019m considering to block freshdesk on our mail gateway.<\/p>","url":"\/analytics-reports-dashboards-11351\/scammers-using-supportathelinga-freshdesk-com-30099?postid=78431#post78431","creationDate":"2023-05-31T10:35:06+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78431,"author":{"id":44196,"url":"\/members\/gyorvari-44196","name":"gyorvari","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2cc3e374-17a2-4406-974d-43b91622fccb.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.<\/p> If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,<\/p> Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.<\/p> Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ?\u00a0<\/p> \u00a0<\/p> Thanks in advance<\/p>","url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152?postid=78204#post78204","creationDate":"2023-05-25T06:29:09+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5789,"id":31152,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152","title":"Why do some of my users get notification emails, while other do not","lastPost":{"id":78204,"author":{"id":44000,"url":"\/members\/g-hart-44000","name":"G-Hart","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, We have recently migrated our email away from one provider to O365. Since then, I now have 3 users that do not get notifications anymore when tagged in tickets, or forwarded .<\/p> If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.<\/p> If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,<\/p> Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.<\/p> Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ?\u00a0<\/p> \u00a0<\/p> Thanks in advance<\/p>","url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152?postid=78204#post78204","creationDate":"2023-05-25T06:29:09+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78204,"author":{"id":44000,"url":"\/members\/g-hart-44000","name":"G-Hart","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, We have recently migrated our email away from one provider to O365. Since then, I now have 3 users that do not get notifications anymore when tagged in tickets, or forwarded .<\/p> If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.<\/p> If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,<\/p> Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.<\/p> Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ?\u00a0<\/p> \u00a0<\/p> Thanks in advance<\/p>","url":"\/analytics-reports-dashboards-11351\/why-do-some-of-my-users-get-notification-emails-while-other-do-not-31152?postid=78204#post78204","creationDate":"2023-05-25T06:29:09+0000","relativeCreationDate":"2 months ago"},"numberOfViews":23,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78204"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hi Timer option will be available only post ticket creation. It cannot be enabled on a new ticket screen.\u00a0<\/p> \u00a0<\/p> Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015?postid=78164#post78164","creationDate":"2023-05-24T10:31:28+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78164,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":" Hi Timer option will be available only post ticket creation. It cannot be enabled on a new ticket screen.\u00a0<\/p> \u00a0<\/p> Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015?postid=78164#post78164","creationDate":"2023-05-24T10:31:28+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":77846,"author":{"id":38162,"url":"\/members\/mikester-38162","name":"Mikester","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" I need to be able to start logging time on tickets being opened by internal agents. I cannot find a way of logging time when we get a telephone call. This is needed to be able to pull the time sheet reports to include the tickets created by the agent.<\/p>","url":"\/analytics-reports-dashboards-11351\/auto-timer-for-new-ticket-by-agent-31015?postid=77846#post77846","creationDate":"2023-05-17T10:30:53+0000","relativeCreationDate":"2 months ago"},"numberOfViews":35,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78164"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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> I was wondering if anyone else has had a similar need, and how they were able to\u00a0accomplish this.<\/p>","url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042?postid=77921#post77921","creationDate":"2023-05-18T17:09:37+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5721,"id":31042,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042","title":"Present excel file for submission of ticket","lastPost":{"id":77921,"author":{"id":41716,"url":"\/members\/arnoldg-41716","name":"ArnoldG","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" We have a use case for presenting an excel file to be filled out by the ticket submitter and included in the ticket. We\u2019ve created a form for \u2018report request\u2019, and with this form - we\u2019d like to have the submitter fill out an excel sheet that has required information and then\u00a0include it in the ticket submission.<\/p> \u00a0<\/p> I was wondering if anyone else has had a similar need, and how they were able to\u00a0accomplish this.<\/p>","url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042?postid=77921#post77921","creationDate":"2023-05-18T17:09:37+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":77921,"author":{"id":41716,"url":"\/members\/arnoldg-41716","name":"ArnoldG","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" We have a use case for presenting an excel file to be filled out by the ticket submitter and included in the ticket. We\u2019ve created a form for \u2018report request\u2019, and with this form - we\u2019d like to have the submitter fill out an excel sheet that has required information and then\u00a0include it in the ticket submission.<\/p> \u00a0<\/p> I was wondering if anyone else has had a similar need, and how they were able to\u00a0accomplish this.<\/p>","url":"\/analytics-reports-dashboards-11351\/present-excel-file-for-submission-of-ticket-31042?postid=77921#post77921","creationDate":"2023-05-18T17:09:37+0000","relativeCreationDate":"2 months ago"},"numberOfViews":9,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77921"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
How can I view information about tickets that have been deleted by the trash?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77690#post77690","creationDate":"2023-05-15T05:49:21+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5670,"id":30945,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945","title":"I want to see the history of tickets deleted from the trash.","lastPost":{"id":77769,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":" \u00a0<\/p> The tickets in trash will not be counted for any of the transactions (reports or analytics) hence it is not possible to fetch a report that are moved to trash and completely deleted.\u00a0<\/p> Curious to know, if a ticket is moved to trash and then after 30 days it is getting permanently deleted, why there is a need for this data as report?<\/p> Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77769#post77769","creationDate":"2023-05-16T12:27:52+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77769,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":" \u00a0<\/p> The tickets in trash will not be counted for any of the transactions (reports or analytics) hence it is not possible to fetch a report that are moved to trash and completely deleted.\u00a0<\/p> Curious to know, if a ticket is moved to trash and then after 30 days it is getting permanently deleted, why there is a need for this data as report?<\/p> Cheers<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77769#post77769","creationDate":"2023-05-16T12:27:52+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":77690,"author":{"id":43680,"url":"\/members\/junyoung-lee-43680","name":"junyoung lee","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5cdb3132-fa7f-475a-af93-ddb11f65e623.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":" I need to see which tickets have been completely deleted from the trash.<\/p> How can I view information about tickets that have been deleted by the trash?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-want-to-see-the-history-of-tickets-deleted-from-the-trash-30945?postid=77690#post77690","creationDate":"2023-05-15T05:49:21+0000","relativeCreationDate":"2 months ago"},"numberOfViews":13,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77769"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
So it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags?<\/p> \u00a0<\/p> Thanks!<\/p>","url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895?postid=77602#post77602","creationDate":"2023-05-11T18:50:43+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5634,"id":30895,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895","title":"FreshDesk Growth level reports","lastPost":{"id":77602,"author":{"id":42148,"url":"\/members\/nighthawk68-42148","name":"Nighthawk68","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":" Hello<\/p> So it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags?<\/p> \u00a0<\/p> Thanks!<\/p>","url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895?postid=77602#post77602","creationDate":"2023-05-11T18:50:43+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":77602,"author":{"id":42148,"url":"\/members\/nighthawk68-42148","name":"Nighthawk68","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":" Hello<\/p> So it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags?<\/p> \u00a0<\/p> Thanks!<\/p>","url":"\/analytics-reports-dashboards-11351\/freshdesk-growth-level-reports-30895?postid=77602#post77602","creationDate":"2023-05-11T18:50:43+0000","relativeCreationDate":"2 months ago"},"numberOfViews":7,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77602"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hi \u00a0<\/p> Greetings from Freshworks community.<\/p> Natively, there are no metric available to fetch the count of emails transacted via the support mailbox.\u00a0<\/p> However, we have logs captured in our internal system which can provide you the details as a report.<\/p> \u00a0<\/p> I have two\u00a0Question for you, I would like to have your support on it.<\/p> \u00a0<\/p> Greetings from Freshworks community.<\/p> \u00a0<\/p> Analytics module gives you lot of flexibility to create multiple format of reports with different metrics and can be designed to show as Pie chart automatically with the resulting metrics.\u00a0Grouped bar, Stacked Bar, Horizontal Grouped Bar, Horizontal Stacked Bar, Pie, Donut, Line, Area, Scatter Plot\u00a0<\/strong>are the visualization available default when you create a report and also gives you option to download the entire report as CSV or individual widget as CSV.<\/p> To know more about the report creation, download and visualization,<\/p> SNIP as below FYR<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/reporting-30761?postid=77531#post77531","creationDate":"2023-05-10T11:28:22+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77531,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.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":3},"content":" Greetings from Freshworks community.<\/p> \u00a0<\/p> Analytics module gives you lot of flexibility to create multiple format of reports with different metrics and can be designed to show as Pie chart automatically with the resulting metrics.\u00a0Grouped bar, Stacked Bar, Horizontal Grouped Bar, Horizontal Stacked Bar, Pie, Donut, Line, Area, Scatter Plot\u00a0<\/strong>are the visualization available default when you create a report and also gives you option to download the entire report as CSV or individual widget as CSV.<\/p> To know more about the report creation, download and visualization,<\/p> SNIP as below FYR<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/reporting-30761?postid=77531#post77531","creationDate":"2023-05-10T11:28:22+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77271,"author":{"id":43442,"url":"\/members\/buntu-43442","name":"Buntu","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/53d0be8b-659c-498b-bd95-37b9a4e89f19.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":" Hello TEAM,<\/p> \u00a0<\/p> I have two\u00a0Question for you, I would like to have your support on it.<\/p> \u00a0<\/p> The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them.\u00a0 Similar for asset analytics... I cannot show the PO associated with the asset.\u00a0 We need to report on this on many objects related at once and not have to drill into each asset to see the related PO.\u00a0 In other words we need to see all assets associated with a PO in one pane of glass.<\/p>","url":"\/analytics-reports-dashboards-11351\/asset-to-purchase-order-report-or-view-30706?postid=77178#post77178","creationDate":"2023-05-03T03:22:27+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":77178,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":" The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them.\u00a0 Similar for asset analytics... I cannot show the PO associated with the asset.\u00a0 We need to report on this on many objects related at once and not have to drill into each asset to see the related PO.\u00a0 In other words we need to see all assets associated with a PO in one pane of glass.<\/p>","url":"\/analytics-reports-dashboards-11351\/asset-to-purchase-order-report-or-view-30706?postid=77178#post77178","creationDate":"2023-05-03T03:22:27+0000","relativeCreationDate":"2 months ago"},"numberOfViews":11,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77178"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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> We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number.\u00a0<\/p> \u00a0<\/p> We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77020#post77020","creationDate":"2023-04-28T11:30:41+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5514,"id":30642,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/average-response-time-30642","title":"Average Response Time","lastPost":{"id":77100,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":" Hello \u00a0<\/p> \u00a0<\/p> Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77100#post77100","creationDate":"2023-05-01T17:51:08+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77100,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":" Hello \u00a0<\/p> \u00a0<\/p> Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77100#post77100","creationDate":"2023-05-01T17:51:08+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77020,"author":{"id":43312,"url":"\/members\/joelleemmanuel-43312","name":"joelleemmanuel","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/84228775-0692-4aa7-9275-26f325b67fc0.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":" It would be great to have the average response time in the analytics as we have it in the current reports.\u00a0<\/p> \u00a0<\/p> We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number.\u00a0<\/p> \u00a0<\/p> We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )<\/p>","url":"\/analytics-reports-dashboards-11351\/average-response-time-30642?postid=77020#post77020","creationDate":"2023-04-28T11:30:41+0000","relativeCreationDate":"3 months ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77100"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hi \u00a0<\/p> Greetings from Freshdesk community!<\/p> \u00a0<\/p> The search tab lets you locate items in your account from just about any page within your helpdesk.\u00a0As soon as you start entering the search query, Freshdesk will show you the most relevant results\u00a0in the spotlight.\u00a0When you enter multiple keywords, Freshdesk performs an OR search on the keywords in a starts-with mechanism.\u00a0<\/p> Exact search <\/strong>:\u00a0 When you search for a phrase, by default, you will see the exact match results first and the partial matches will follow. However, you can eliminate partial matches in your search results by searching for exact phrases by enclosing the search terms within double-quotes<\/strong>. Here is an article <\/a>for\u00a0 your reference.\u00a0<\/p> \u00a0<\/p> Feel free to drop a note here incase of further assistance :)<\/p> \u00a0<\/p> Cheers, Hi \u00a0<\/p> Greetings from Freshdesk community!<\/p> \u00a0<\/p> The search tab lets you locate items in your account from just about any page within your helpdesk.\u00a0As soon as you start entering the search query, Freshdesk will show you the most relevant results\u00a0in the spotlight.\u00a0When you enter multiple keywords, Freshdesk performs an OR search on the keywords in a starts-with mechanism.\u00a0<\/p> Exact search <\/strong>:\u00a0 When you search for a phrase, by default, you will see the exact match results first and the partial matches will follow. However, you can eliminate partial matches in your search results by searching for exact phrases by enclosing the search terms within double-quotes<\/strong>. Here is an article <\/a>for\u00a0 your reference.\u00a0<\/p> \u00a0<\/p> Feel free to drop a note here incase of further assistance :)<\/p> \u00a0<\/p> Cheers, Hello-\u00a0I recently needed to find a previous ticket with information I needed for a new ticket. When doing the search, I added the title it would be under, example:\u00a0 CL to PO.\u00a0 When I ran the report, I did not get any tickets back with my title.\u00a0 I just got back a bunch random tickets with different titles.\u00a0 I eventually ended up finding a ticket with the information, but not with the search.\u00a0 I added a tag \u201cKeeper\u201d to the ticket. I ran the search again with the same title and it appears now that I added the keeper. I did not do any filters on either search.\u00a0 Why wouldn\u2019t my search come up in the first place?\u00a0 Does it need to have a tag?\u00a0 Do I need to fill in the filters in order for search to pull up what I\u2019m asking for?\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518?postid=76721#post76721","creationDate":"2023-04-18T18:02:33+0000","relativeCreationDate":"3 months ago"},"numberOfViews":15,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76723"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 will be up and running soon, Please check again later.<\/p> Click here to go back to home<\/a> \u00a0<\/p> Our domain is:\u00a0https:\/\/sangix.freshdesk.com\/<\/a> Since we are on a free account, there does not seem to be any support we can contact.<\/p> Should we just switch to another provider or does anyone have an idea of what we can do? Many thanks :)<\/p>","url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297?postid=76155#post76155","creationDate":"2023-04-04T16:33:44+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5333,"id":30297,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297","title":"Our Freshdesk domain is down for 48hrs","lastPost":{"id":76257,"author":{"id":42767,"url":"\/members\/jirka-42767","name":"Jirka","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/150cfc0f-e966-41b1-9915-d10deb331b0a.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Many thanks \u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297?postid=76257#post76257","creationDate":"2023-04-06T10:39:46+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76257,"author":{"id":42767,"url":"\/members\/jirka-42767","name":"Jirka","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/150cfc0f-e966-41b1-9915-d10deb331b0a.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Many thanks \u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/our-freshdesk-domain-is-down-for-48hrs-30297?postid=76257#post76257","creationDate":"2023-04-06T10:39:46+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":76155,"author":{"id":42767,"url":"\/members\/jirka-42767","name":"Jirka","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/150cfc0f-e966-41b1-9915-d10deb331b0a.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" We have had this message on our Freshdesk for the last 48hrs: We will be up and running soon, Please check again later.<\/p> Click here to go back to home<\/a> \u00a0<\/p> Why when reports are run the the \u2018manually created\u2019 tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).<\/p> The \u2018Assigned Agent\u2019 at the time is the one credited with the creation.<\/p> We are running analytics to assist in KPI\u2019s \/ commissions for Agents.<\/p> It is proven in ticket activities when an Agent creates\u00a0a ticket manually (phone) it shows it shows them as \u2018Ticket creator\u2019.<\/p> BUT<\/p> When the report is run, the \u2018Agent Created\u2019 is the \u2018Assigned Agent\u2019 at the time of the report.<\/p> Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.<\/p> \u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335?postid=76235#post76235","creationDate":"2023-04-06T01:06:46+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5354,"id":30335,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335","title":"Why isn't the Ticket Creator accredited with 'Ticket Created'","lastPost":{"id":76235,"author":{"id":42797,"url":"\/members\/hendo-42797","name":"Hendo","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":" There can only be one creator of the ticket, either by<\/p> Why when reports are run the the \u2018manually created\u2019 tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).<\/p> The \u2018Assigned Agent\u2019 at the time is the one credited with the creation.<\/p> We are running analytics to assist in KPI\u2019s \/ commissions for Agents.<\/p> It is proven in ticket activities when an Agent creates\u00a0a ticket manually (phone) it shows it shows them as \u2018Ticket creator\u2019.<\/p> BUT<\/p> When the report is run, the \u2018Agent Created\u2019 is the \u2018Assigned Agent\u2019 at the time of the report.<\/p> Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.<\/p> \u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335?postid=76235#post76235","creationDate":"2023-04-06T01:06:46+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76235,"author":{"id":42797,"url":"\/members\/hendo-42797","name":"Hendo","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":" There can only be one creator of the ticket, either by<\/p> Why when reports are run the the \u2018manually created\u2019 tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).<\/p> The \u2018Assigned Agent\u2019 at the time is the one credited with the creation.<\/p> We are running analytics to assist in KPI\u2019s \/ commissions for Agents.<\/p> It is proven in ticket activities when an Agent creates\u00a0a ticket manually (phone) it shows it shows them as \u2018Ticket creator\u2019.<\/p> BUT<\/p> When the report is run, the \u2018Agent Created\u2019 is the \u2018Assigned Agent\u2019 at the time of the report.<\/p> Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.<\/p> \u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/why-isn-t-the-ticket-creator-accredited-with-ticket-created-30335?postid=76235#post76235","creationDate":"2023-04-06T01:06:46+0000","relativeCreationDate":"3 months ago"},"numberOfViews":9,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76235"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Guess you didn\u2019t read the whole question.\u00a0 There\u2019s NO COMPLETE manual detailing all the different fields.<\/p> \u00a0<\/p> That is only basic superficial info there.<\/p>","url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267?postid=76108#post76108","creationDate":"2023-04-03T21:00:07+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76108,"author":{"id":41753,"url":"\/members\/reuven-41753","name":"reuven","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/eb916d18-61a0-4b6c-9fb5-e65fcf40aa9e.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":1},"content":" Guess you didn\u2019t read the whole question.\u00a0 There\u2019s NO COMPLETE manual detailing all the different fields.<\/p> \u00a0<\/p> That is only basic superficial info there.<\/p>","url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267?postid=76108#post76108","creationDate":"2023-04-03T21:00:07+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":1,"relevantPost":{"id":76105,"author":{"id":41753,"url":"\/members\/reuven-41753","name":"reuven","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/eb916d18-61a0-4b6c-9fb5-e65fcf40aa9e.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":1},"content":" All the different fields in Analytics are very confusing in we really could use a good complete manual explaining how to create custom reports and all the options and settings.<\/p>","url":"\/analytics-reports-dashboards-11351\/no-good-manual-explaining-analytics-report-settings-and-options-30267?postid=76105#post76105","creationDate":"2023-04-03T20:19:28+0000","relativeCreationDate":"3 months ago"},"numberOfViews":25,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76108"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
They have the same date ranges. I wrote the helpdesk and they said that Legacy is based off of Business Hours and Reporting is off of 24 hours. And the days of the week, one starts on Sunday, the other on Monday.\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152?postid=75938#post75938","creationDate":"2023-03-30T21:55:26+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":75938,"author":{"id":16619,"url":"\/members\/athomas-16619","name":"athomas","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" They have the same date ranges. I wrote the helpdesk and they said that Legacy is based off of Business Hours and Reporting is off of 24 hours. And the days of the week, one starts on Sunday, the other on Monday.\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152?postid=75938#post75938","creationDate":"2023-03-30T21:55:26+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":75836,"author":{"id":16619,"url":"\/members\/athomas-16619","name":"athomas","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Why are my agents ticket numbers different in Legacy Reports VS Analytics for the same time range?<\/p>","url":"\/analytics-reports-dashboards-11351\/legacy-reports-vs-analytics-30152?postid=75836#post75836","creationDate":"2023-03-28T21:04:30+0000","relativeCreationDate":"3 months ago"},"numberOfViews":24,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"75938"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don\u2019t need it anymore.<\/span><\/p> I might have actually deleted the report itself, but I\u2019m still receiving copies of it.\u00a0<\/span><\/p> Many thanks,<\/span><\/p> Toni<\/span><\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73809#post73809","creationDate":"2023-03-21T17:37:16+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4746,"id":28949,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949","title":"Analytics - Stop automatic export of reports","lastPost":{"id":73846,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","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},"content":" Hi Greetings from Freshdesk community!<\/p> \u00a0<\/p> To stop receiving emails for scheduled reports, you may navigate to Analytics>Settings(gear icon next to New report button)>Schedules and delete the schedule from there. If it was scheduled under Legacy reports, please go to the Reports tab > open the concerned report > click on the green calendar icon against the name of the report. This green calendar icon indicates that a report was earlier scheduled.<\/p> \u00a0<\/p> Cheers, Hi Greetings from Freshdesk community!<\/p> \u00a0<\/p> To stop receiving emails for scheduled reports, you may navigate to Analytics>Settings(gear icon next to New report button)>Schedules and delete the schedule from there. If it was scheduled under Legacy reports, please go to the Reports tab > open the concerned report > click on the green calendar icon against the name of the report. This green calendar icon indicates that a report was earlier scheduled.<\/p> \u00a0<\/p> Cheers, Hey community,<\/p> In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don\u2019t need it anymore.<\/span><\/p> I might have actually deleted the report itself, but I\u2019m still receiving copies of it.\u00a0<\/span><\/p> Many thanks,<\/span><\/p> Toni<\/span><\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73809#post73809","creationDate":"2023-03-21T17:37:16+0000","relativeCreationDate":"4 months ago"},"numberOfViews":29,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"73846"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
ast comparison week by week not today vs yesterday?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73355#post73355","creationDate":"2023-03-13T10:19:56+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4616,"id":28728,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728","title":"I can't see any editable dashboard","lastPost":{"id":73387,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":" Yes - that\u2019s what I\u2019m looking for - But I don\u2019t know how to create that dashboard - looks like I don\u2019t have access? But I\u2019m admin \/ owner of the account :\/\u00a0<\/p>\t<\/div><\/content-quote> Hi \u00a0<\/p> Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73387#post73387","creationDate":"2023-03-13T16:33:27+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73387,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":" Yes - that\u2019s what I\u2019m looking for - But I don\u2019t know how to create that dashboard - looks like I don\u2019t have access? But I\u2019m admin \/ owner of the account :\/\u00a0<\/p>\t<\/div><\/content-quote> Hi \u00a0<\/p> Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73387#post73387","creationDate":"2023-03-13T16:33:27+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":73355,"author":{"id":42008,"url":"\/members\/michal-pc-42008","name":"Michal PC","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/afe0155d-275a-44b2-a641-6ad064e1faef.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":" Current dashboard make no value for us.\u00a0 ast comparison week by week not today vs yesterday?<\/p>","url":"\/analytics-reports-dashboards-11351\/i-can-t-see-any-editable-dashboard-28728?postid=73355#post73355","creationDate":"2023-03-13T10:19:56+0000","relativeCreationDate":"4 months ago"},"numberOfViews":53,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"73387"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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 can see curated reports, however they don\u2019t have the information i\u2019d like.<\/p>","url":"\/analytics-reports-dashboards-11351\/schedule-export-tickets-28343?postid=72335#post72335","creationDate":"2023-02-13T17:24:16+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4406,"id":28343,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/schedule-export-tickets-28343","title":"schedule export tickets","lastPost":{"id":73315,"author":{"id":41956,"url":"\/members\/vinayakjjw-41956","name":"vinayakjjw","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b97305c2-06f2-4d95-8ec3-05916c352ac6.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Hi I am the co-founder of\u00a0StackIt<\/a>. We are building a plugin to get data from Freshdesk to Google Sheets. We are working with our first 10 customers to do a POC,\u00a0all for free<\/strong>.<\/p> We don\u2019t store any data. We just want feedback from our initial customers. You don\u2019t have to pay for anything at all. This is 100% free, without any strings.<\/p> If this sounds interesting to you, I would love to get in touch with you, please email me at\u00a0vinayak@nowstackit.com<\/a><\/p> Thanks, Hi I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin?<\/p> Thanks and regards! Milton C.<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=71707#post71707","creationDate":"2023-01-28T19:41:59+0000","relativeCreationDate":"6 months ago"},"isTopicUnread":true,"privateId":4259,"id":28051,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051","title":"Limited export csv file with Sprout License?","lastPost":{"id":73311,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":" Hello Hello Hello Community!<\/p> I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin?<\/p> Thanks and regards! Milton C.<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=71707#post71707","creationDate":"2023-01-28T19:41:59+0000","relativeCreationDate":"6 months ago"},"numberOfViews":23,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"73311"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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> I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?<\/p> Also to go with this the lowest notification\/approach timer\u00a0that can be set is 30minutes. Would there be any scope to amend these to a custom timer.<\/p>","url":"\/analytics-reports-dashboards-11351\/lower-first-response-time-28669?postid=73181#post73181","creationDate":"2023-03-08T08:14:33+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4582,"id":28669,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/lower-first-response-time-28669","title":"Lower First Response Time?","lastPost":{"id":73196,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","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":2},"content":" Hi\u00a0 Thank you for getting back, We understand your business needs, We will pass on this feedback to our product team, You can also submit this idea and vote up for our existing feature request using this link-\u00a0https:\/\/community.freshworks.com\/ideas<\/span><\/a> Here\u2019s to you Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our\u00a0<\/span>Freshdesk community<\/span><\/a>. Fresh ideas, quality service :)\u00a0<\/p>","url":"\/analytics-reports-dashboards-11351\/lower-first-response-time-28669?postid=73196#post73196","creationDate":"2023-03-08T11:10:26+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73196,"author":{"id":38527,"url":"\/members\/vidya-deenadayalan-38527","name":"Vidya Deenadayalan","avatar":"","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":2},"content":" Hi\u00a0 Thank you for getting back, We understand your business needs, We will pass on this feedback to our product team, You can also submit this idea and vote up for our existing feature request using this link-\u00a0https:\/\/community.freshworks.com\/ideas<\/span><\/a> Here\u2019s to you I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.<\/p> Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.<\/p> Does anyone here know of a way to measure predefined answers usage?<\/p> If only this was in the \"show activity\" reports, we could map it to quality monitoring. However, we don't have any log of that record.<\/p> If anyone knows anything about this or any stopgap measures, that would be really great!<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72931#post72931","creationDate":"2023-02-28T19:45:24+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4520,"id":28570,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570","title":"Data about the use of templates","lastPost":{"id":72952,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":" Hey Jebas! Thank you very much.<\/p> Man, what incredible timing, hahaha.<\/p> That's right. As I use it in portuguese version, the closest translation here would be \"predefined answers\" or just \"macros\". This report already opens up many opportunities for us to have more data on this and to improve.<\/p> Best Regards.<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72952#post72952","creationDate":"2023-03-01T11:57:23+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":72952,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":" Hey Jebas! Thank you very much.<\/p> Man, what incredible timing, hahaha.<\/p> That's right. As I use it in portuguese version, the closest translation here would be \"predefined answers\" or just \"macros\". This report already opens up many opportunities for us to have more data on this and to improve.<\/p> Best Regards.<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72952#post72952","creationDate":"2023-03-01T11:57:23+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":72931,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":" Hey guys. All good?<\/p> I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.<\/p> Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.<\/p> Does anyone here know of a way to measure predefined answers usage?<\/p> If only this was in the \"show activity\" reports, we could map it to quality monitoring. However, we don't have any log of that record.<\/p> If anyone knows anything about this or any stopgap measures, that would be really great!<\/p>","url":"\/analytics-reports-dashboards-11351\/data-about-the-use-of-templates-28570?postid=72931#post72931","creationDate":"2023-02-28T19:45:24+0000","relativeCreationDate":"5 months ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"72952"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
Hi Please apply the exact metrics and filters to see the First response and Resolution SLA Violated Unassigned ticket count. You can apply any Time filters if you need as well. To make sure none of the tickets go unassigned for certain period, you can go to Admin->Groups, click on the Group name->Group Properties\u00a0and set up the ticket escalation settings: \u00a0I hope this helps! Hi Please apply the exact metrics and filters to see the First response and Resolution SLA Violated Unassigned ticket count. You can apply any Time filters if you need as well. To make sure none of the tickets go unassigned for certain period, you can go to Admin->Groups, click on the Group name->Group Properties\u00a0and set up the ticket escalation settings: \u00a0I hope this helps! Is there a report that measures the number of unattended\/unassigned tickets that exceeded its time during a period? How do \u00a0I adjust the alert for unattended tickets?<\/p>","url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551?postid=72870#post72870","creationDate":"2023-02-28T01:21:55+0000","relativeCreationDate":"5 months ago"},"numberOfViews":54,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"72873"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
But it return all time error 500 without any explanation, the request\u00a0id is:<\/p> X-Request-Id:\u00a0\u00a0647b2819-0e25-41c1-affd-e76380b93b2d<\/p> For everyone who comes here looking for a solution. In my case the problem was that if several attachments are included both have the id attachments[]<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=72313#post72313","creationDate":"2023-02-13T10:40:36+0000","relativeCreationDate":"5 months ago"},"lastReply":{"id":72313,"author":{"id":41457,"url":"\/members\/jgarcia13456-41457","name":"jgarcia13456","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":" For everyone who comes here looking for a solution. In my case the problem was that if several attachments are included both have the id attachments[]<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=72313#post72313","creationDate":"2023-02-13T10:40:36+0000","relativeCreationDate":"5 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":71958,"author":{"id":41457,"url":"\/members\/jgarcia13456-41457","name":"jgarcia13456","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":" Good morning, i'm trying to create a ticket calling the api v2 (php with attachments)<\/p> But it return all time error 500 without any explanation, the request\u00a0id is:<\/p> X-Request-Id:\u00a0\u00a0647b2819-0e25-41c1-affd-e76380b93b2d<\/p> Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>
Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>
Analytics, Reports & Dashboards
26 Topics
ASk a question<\/p>
\u00a0<\/p><\/figure>
Please react appropriately or your Domain will be reported to all big Network Security companies for global blocking.<\/p>","url":"\/analytics-reports-dashboards-11351\/scammers-using-supportathelinga-freshdesk-com-30099?postid=75744#post75744","creationDate":"2023-03-27T05:31:58+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":18638,"id":30099,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/scammers-using-supportathelinga-freshdesk-com-30099","title":"Scammers using support@helinga.freshdesk.com","lastPost":{"id":78431,"author":{"id":44196,"url":"\/members\/gyorvari-44196","name":"gyorvari","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2cc3e374-17a2-4406-974d-43b91622fccb.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"<\/figure><\/figure><\/figure><\/figure><\/figure><\/figure><\/figure>
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518?postid=76723#post76723","creationDate":"2023-04-18T18:44:15+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76723,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","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},"content":"<\/figure>
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/when-using-th-search-option-it-does-not-bring-back-what-i-m-searching-30518?postid=76723#post76723","creationDate":"2023-04-18T18:44:15+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":76721,"author":{"id":43101,"url":"\/members\/greenetra-43101","name":"GreeneTra","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":"
\u00a0<\/p>Scheduled maintenance is under progress<\/h2>
\u00a0<\/p>
\u00a0<\/p>
\u00a0<\/p>
Jirka<\/p>
Jirka<\/p>
\u00a0<\/p>Scheduled maintenance is under progress<\/h2>
\u00a0<\/p>
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73846#post73846","creationDate":"2023-03-21T21:42:28+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73846,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","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},"content":"
Barun<\/p>","url":"\/analytics-reports-dashboards-11351\/analytics-stop-automatic-export-of-reports-28949?postid=73846#post73846","creationDate":"2023-03-21T21:42:28+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":73809,"author":{"id":41036,"url":"\/members\/toni-marieb-41036","name":"Toni-MarieB","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
How I can edit settings - to see at le<\/p><\/figure>
How I can edit settings - to see at le<\/p><\/figure>
Vinayak<\/p>
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=73311#post73311","creationDate":"2023-03-10T16:01:21+0000","relativeCreationDate":"4 months ago"},"lastReply":{"id":73311,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.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":4},"content":"
Cheers!<\/p>","url":"\/analytics-reports-dashboards-11351\/limited-export-csv-file-with-sprout-license-28051?postid=73311#post73311","creationDate":"2023-03-10T16:01:21+0000","relativeCreationDate":"4 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":71707,"author":{"id":41308,"url":"\/members\/mcastel-41308","name":"mcastel","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":"
\u00a0<\/p>
\u00a0<\/p>
Vidya D
\u00a0<\/p>
\u00a0<\/p>
\u00a0<\/p>
Vidya D
\u00a0<\/p>
Greetings from Freshworks Community!
To achieve this specific usecase, you can create a Custom Report which the below configuration(Screenshot):
\u00a0<\/p><\/figure>
And to change the SLA Alert settings, Please navigate to Admin->SLA Policies and you can set up the Reminders for agents:
\u00a0<\/p><\/figure>
\u00a0<\/p><\/figure>
Please reply back to this thread if you have any queries, Happy to help!
Regards,
Jebas D.<\/p>","url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551?postid=72873#post72873","creationDate":"2023-02-28T06:56:54+0000","relativeCreationDate":"5 months ago"},"lastReply":{"id":72873,"author":{"id":41245,"url":"\/members\/jebas-41245","name":"Jebas","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/31f0abf3-88d6-413c-92ad-e080f67d096f.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":2},"content":"
Greetings from Freshworks Community!
To achieve this specific usecase, you can create a Custom Report which the below configuration(Screenshot):
\u00a0<\/p><\/figure>
And to change the SLA Alert settings, Please navigate to Admin->SLA Policies and you can set up the Reminders for agents:
\u00a0<\/p><\/figure>
\u00a0<\/p><\/figure>
Please reply back to this thread if you have any queries, Happy to help!
Regards,
Jebas D.<\/p>","url":"\/analytics-reports-dashboards-11351\/unattended-tickets-report-28551?postid=72873#post72873","creationDate":"2023-02-28T06:56:54+0000","relativeCreationDate":"5 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":72870,"author":{"id":41474,"url":"\/members\/mishelpdesk-41474","name":"mishelpdesk","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a83b0163-e5f3-463d-a3fa-e40198fecf19.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":"
Rest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {\"code\":\"internal_error\",\"message\":\"We're sorry, but something went wrong.\"}<\/p>
Can you give any feedback?<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=71958#post71958","creationDate":"2023-02-06T13:13:47+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4319,"id":28191,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191","title":"Error creating ticket with attachments PHP","lastPost":{"id":72313,"author":{"id":41457,"url":"\/members\/jgarcia13456-41457","name":"jgarcia13456","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":"
Rest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {\"code\":\"internal_error\",\"message\":\"We're sorry, but something went wrong.\"}<\/p>
Can you give any feedback?<\/p>","url":"\/analytics-reports-dashboards-11351\/error-creating-ticket-with-attachments-php-28191?postid=71958#post71958","creationDate":"2023-02-06T13:13:47+0000","relativeCreationDate":"5 months ago"},"numberOfViews":60,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"72313"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be934af57c091a54803c5f95e6a95b470690dd69","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"}}}">
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Functional","cookiepolicy.modal.level2":"Normal
Functional + analytics","cookiepolicy.modal.level3":"Complete
Functional + analytics + social media + embedded videos"}}}">
