Many a time, you might want to compare multiple metrics to get a deeper dive of how things work. In such situations, you can add metrics that you want to observe to an existing widget and also set up individual filters for every metric. Here’s how you can do it with Freshdesk custom reports:

Let’s say you want to find the average first response split by priority for your top tier customer Acme corporation. Here’s what you need to do:

  • Log in to your support portal.

  • Click the icon and choose Analytics.

  • Create a New Report.

  • Drag and drop Total tickets grouped by Priority from Ticket module of widget library to the report canvas. Click on it to go inside the widget.

  • In the metrics pane, click on +metric. Choose First response time as metric and if you want, you can use Rename to give your own term to the metric.

  • Click +filter present below the First response time metric. Select Company name is Acme Corporation in the subsequent dropdowns.

Note: You can add up to four metrics. You can also change the metric order by hovering over its header.

Note: You can compare metrics only when they belong to the same module. To give an instance, you won’t be able to compare a metric under Tickets module with that under Survey Results.

Comparing metrics in a widget across different time periods

When you implement a new support strategy, you will want to compare how the metrics have improved after the change. Let’s say you made a few changes to decrease the agent reassigned count six months back. Here’s how you can view if there are any improvements after implementing the strategy:

  • Drag and drop ‘Average agent reassigned count of tickets’ from the widget library to report canvas. Once the widget loads, click on it to go inside the widget.

  • Click on the +filter present inside the metric.
  • Set Created date in the last 6 months.
  • Since you’re comparing the same metric, Clone the metric by clicking on the three dots in the metric header.

  • Click on to remove the filter and click +filter.

  • Set Previous time period of Average no of agent reassigns till date. This will take into account the time period before the change was made.

  • Click Apply. Once the data loads, click Save.

In addition to this, you can add other filters to each metric to narrow down as per your requirements.

If you want to know how to add group by, click here to know more.