What can you do with Analytics

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

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

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

Curated Reports

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

Custom Reporting

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

Learn how to build your own report →

Data Shareability

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

Roles and privileges

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

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

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

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

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

Click here to know the feature availability for your plan.