With Freshworks Analytics, the goal is to give you the power to make your own decisions with respect to your key performance indicators. Using custom reports, you can decide which metrics to track, how they're organized and what filters you use. You can choose which visualisations you'd like, compare metrics and apply even report-level filters to organize your datasets. 

Creating a custom report

When it comes to creating a new custom report, there are two options: cloning a curated/existing report or creating a new report from scratch.

Cloning a curated/existing report

A curated report is a report built for you by the Freshworks product team. We put together a group of metrics to give you an overview of your account. You can modify a curated report by cloning it.  

  1. Open the report you'd like to clone
  2. Click on its name. A dropdown menu will appear with an option - clone the report. 
  3. Clone the report so you can make changes at will. 

Creating a new custom report

  1. Click on the 'New Report' button. You'll be asked to enter a name (you can change it later) and choose its access permissions (this cannot be changed later). If you'd like to change access permissions for a report later, you have to clone it and save the cloned report with the new access permissions. 
  2. Once you create a new report, you will be able to add widgets to the report. You can choose to: start from scratch with a new chart, a chart created by your team in the 'Existing' gallery or a template created by the Freshworks product team. You can also add a text widget to the report.

    Here's how you can modify widgets

Designing the layout of the report

A report consists of widgets. You can add chart and text widgets to a report and categorise them using pages. You can add style to a report's elements - background color, border, change font etc. 

You can create up to 10 pages of widgets in a report so use it wisely. 

Applying filters to a report

You can apply filters to all the widgets in a report. These filters can be basic (all conditions matching ANY or ALL) or advanced (multiple groups of conditions matching ANY or ALL). You can filter data using ticket properties like status or time periods or tags.

When you want to apply a date filter (a filter involving time), please make sure that you've specified date range dimensions for the widgets in your report. Date range dimensions make sure that the correct time specifications (hours, minutes, days, weeks) and the right metrics are taken into consideration when a report filter is applied to a widget. For instance, if you're trying to create a support dashboard for the month, you should specify that the date range dimension for date-based metrics is created date so that the report-level filter of 'created date is this month' can be correctly applied to the dataset.

Basically, when you configure the date range dimension for a widget, you're specifying how date-based data should be handled with respect to that widget. 

Note: When applying filters, the logged-in user can choose "Me" as the parameter instead of having to find your name in the list of agents or requestors or any property that has a user attribute. The report will update itself automatically to only show you data pertaining to you! This is available for Freshservice and FW CRM.

Saving changes to a report 

When you modify the filters for a widget or a report, you need to hit 'Apply' for the changes to be reflected in the report/widget. 

Once you apply your changes to a widget, you have the option to save the modifications to the widget, save the modifications as a new widget and add it to another report or the current one, or discard the changes. Similarly, when you modify a report, you have the option to save changes or discard them. 

Exporting data

You can set up schedules to regularly export certain datasets and email reports to your and certain stakeholders' inbox. 

Find out more about exporting data from Freshworks Analytics

Presenting a report

The presentation mode for a report makes sure to remove all the distracting details - the navigation bar, the filters buttons etc. - from the screen and give data the spotlight it deserves. 

Take me to the Freshdesk, Freshservice, Freshsales, Freshcaller, Freshrelease and Freshteam support portals.