Freshdesk is a multi-channel customer support solution that brings helps you deliver support across channels (Phone, email, chat, social, forums and more) With over 100,000 customers, Freshdesk helps business always stay on top of customer requests and also combines with all Google GSuite Apps. You can do this by using the Rank Order feature also found under the filter section.Now let’s look at the responsiveness of your agents. You are now ready to create a chart with Freshdesk data. The CData ODBC Driver for Freshdesk enables access to live data from Freshdesk under the ODBC standard, allowing you work with Freshdesk data in a wide variety of BI, reporting, and ETL tools and directly, using familiar SQL queries. To connect to data, set the following connection properties: Analytics software enables organizations to identify and interpret patterns and trends in data in order to describe, predict, and optimize business performance. It’s important to remember that if you set any date range filters at the top level, you need to remove them from the individual charts.
This article shows how to use Clear Analytics, a Microsoft Excel Add-In, to connect to Freshdesk as an ODBC source and create queries, tables, and charts (including PivotTables) based on Freshdesk data. All Rights Reserved. This will limit the number of rows returned, which is especially helpful for improving performance when designing reports and visualizations. Omnichannel analytics made easy. The first part focussed on customer-facing reports and is available here, whereas this article will look at analysing internal statistics around agent productivity.These articles were written off the back of a Freshdesk webinar which is available here. One really key skill your agents need is to empathise with your customers (or end users) and remember that getting timely updates is important to them, as is having their issues resolved quickly.The first chart we’re going to make looks at average first response times to give you an overall view of how quick each agent responds to new tickets. With Stitch as your data pipeline, you can break down those barriers in minutes. These cookies are used to collect information about how you interact with our website and allow us to remember you. Explore integrates data from every channel, so you can measure how customers interact … Create dynamic charts and perform analytics based on Freshdesk data in Clear Analytics. However, do be aware that they don’t necessarily paint the full picture. With the ODBC Driver for Freshdesk and Clear Analytics, you can perform self-service analytics in Excel with live data, directly from Freshdesk. Freshdesk is an easy to use IT help desk software with a robust ticketing system. Don't wate time extracting data from Freshdesk and sending it … This article is the second of a two-part series looking at the new Analytics feature in Freshdesk. This ‘Finally lets look at ticket resolution times. Web and mobile traffic, marketing effectiveness, sales performance, and other data can be analyzed. Freshdesk gives us several metrics in this area, including ‘Agent reply count’, ‘Private notes’, Agent reply’, and ‘Agent responses’. You can use the built-in Microsoft ODBC Data Source Administrator to configure the DSN. When you configure the DSN, you may also want to set the Max Rows connection property. This website stores cookies on your computer. Freshdesk provides a REST API that lets you get data on tickets, agents, companies, and other information out of the service's back end. FreshDesk makes use of basic authentication. To find out more about the cookies we use, see our This article is the second of a two-part series looking at the new Analytics feature in Freshdesk. See the "Getting Started" chapter in the help documentation for a guide to using the Microsoft ODBC Data Source Administrator to create and configure a DSN. If you have overlapping agents between departments then you can include multiple charts in the same report.To do this, create a Tickets Total metric Grouped by Agent name as normal, then switch to the Filter section and apply the filters you need. We are going to set a filter for each of our Products, and also add an Agent name is not Empty filter to exclude any unassigned tickets.If you have a large number of agents then you might want to create charts just to show your ‘Top #’ and ‘Bottom #’ performers. The agent with the longest resolution times might be picking up the most challenging tickets, rather than just being slow. Look into the data properly before drawing any concrete conclusions from it.Let’s quickly look at some communication statistics to gauge how regularly our agents are talking internally and with the customer. For completely separate departments then you could create multiple reports and put a top-level filter on each for the appropriate Product or Group. If you have not already done so, provide values for the required connection properties in the data source name (DSN). The CData ODBC Driver for Freshdesk enables access to live data from Freshdesk under the ODBC standard, allowing you work with Freshdesk data in a wide variety of BI, reporting, and ETL tools and directly, using familiar SQL queries. Analytics is still under active development by Freshdesk and they plan to roll out more new features in the coming months. It’s good to have a customer analytics tool that can keep up. Consolidate. With a new data source in Clear Analytics established and a chart created, you are ready to begin analysis of Freshdesk data.
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