Last updated: 2021-05-11

Source: https://support.freshservice.com/support/solutions/articles/50000003515-common-reports-using-analytics

Here is a guide to help you generate some of the common reports to find insights using the analytics module.

Create a report based on SLA

  • Head to Reporting > Analytics and click on New Report from the top right corner.
  • Enter a name and set the visibility of your report and click Create.
  • Click on Templates on the next screen and drag and drop a template from the list of available templates.
  • Once done hover the mouse over the template and click on edit.
  • On the next screen rename the widget.

  • Click on Filters from the right-side panel.

  • Add the filter “Resolution Status is Within SLA” for tickets that are closed or resolved or

    • Add the filter “Resolution Escalated is true” for open or pending tickets and click Apply.

  • You can change the view of the data from the dropdown.
  • Click on Save and the report is created.

    • Create a report based on CSAT

  • Head to Reporting > Analytics and click on New Report from the top right corner.
  • Enter a name and set the visibility of your report and click Create.
  • Click on Templates on the next screen and drag and drop a template from the list of available templates.
  • Once done hover the mouse over the template and click on edit.
  • On the next screen rename the widget.

  • Click on Filters from the right-side panel.

  • Add the filter “Associated Survey Survey Name is name of the survey” click Apply.
  • You can change the view of the data from the dropdown.
  • Click on Save and the report is created.

    • Create a report based on Service Request

  • Head to Reporting > Analytics and click on New Report from the top right corner.
  • Enter a name and set the visibility of your report and click Create.
  • Click on Templates on the next screen and drag and drop a template from the list of available templates.
  • Once done hover the mouse over the template and click on edit.
  • On the next screen rename the widget.

  • Click on Filters from the right-side panel.

  • Add the filter “Type is Service Request” click Apply.
  • You can change the view of the data from the dropdown.
  • Click on Save and the report is created.

  • You can change the view of the data from the dropdown.
  • Click on Save and the report is created.