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Feature Plan Ticket drill-down Garden + Custom drill-down Estate + Custom property widget Estate + Tickets resolved within SLA % (Resolution SL...

With the knowledge base curated reports, admins and agents can get key insights about their article and agent performance so that the content creation pr...

The performance distribution report lets a customer support manager understand how the support operation effort is distributed based on time metrics. Th...

The Agent Performance report summarizes the agents' efforts and performance in the selected time period. You can sort your agents based on various metri...

The Group Performance report summarizes the group's effort and performance in the selected time period. You can sort your agent groups based on various ...

Keeping track of the time spent on each ticket helps you generate timesheets and invoice your clients. Freshdesk Analytics' Time Sheet Summary gives you...

Recurring SLA violations are often a result of poor support processes, an inefficient vendor you are currently working with, a particular team or agent slac...

The Average Handling Time (AHT) curated report lets you view the total time tracked for all tickets in your helpdesk. Get complete visibility of your team’s...

Freshdesk Analytics' Top Customer Analysis helps you understand which customers have had the most interactions with your agents, as well as letting you ...

Customer satisfaction rating (CSAT rating) is one of the best ways to gauge how your customers feel about your service and support. It refers to the percent...