Freshdesk Reporting, Used Well
Freshdesk analytics is easier to use than most and, like all of them, will happily report numbers that are not true.
The reports worth building
Scheduled reports beat dashboards
A dashboard is a thing people mean to look at. A report that lands in an inbox every Monday morning is a thing people read.
Schedule the two or three numbers your team can act on, and let everything else live in the dashboard for when somebody asks a specific question.
The numbers duplicates distort
A queue with a tenth of its tickets duplicated does not report slightly wrong numbers. It reports numbers wrong in several directions at once.
Volume is inflated. Cost per ticket is deflated. First contact resolution is deflated, since one problem needed two contacts. Solved-per-agent looks better because duplicates are cheap solves.
That is why the dashboard often feels hard to act on. Remove the duplicates and every number moves closer to reality.
Frequently asked questions
Can Freshdesk report on duplicate tickets?+
Only on the ones already merged, and only if your process tags them. It cannot identify duplicates that were never caught.
What is the most useful support report?+
Median first response time by channel, alongside CSAT. One tells you speed, the other tells you whether speed came at a cost.
Reports that describe reality
Merge duplicates and volume, cost per ticket and first contact resolution all start telling the truth.
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