Easy Tech TutsHow to Use Freshdesk Analytics
By Impran M N
Freshdesk's analytics tools turn your ticket history into actionable insight about team performance and customer experience. This guide covers how to get started using them.
01Open the analytics dashboard
Navigate to the analytics section of your Freshdesk account from the main menu.
02Explore the available metrics
Browse through pre-built views covering ticket volume, response times, and resolution rates.
03Filter and segment the data
Narrow the view by date range, agent, or ticket type to focus on the trends you care about.
04Save or share insights
Save useful views or export the data to share findings with your team or leadership.
Frequently asked questions
What metrics does Freshdesk analytics track?
It typically covers ticket volume, response and resolution times, agent workload, and customer satisfaction scores.
Can I create custom views in analytics?
Yes, you can filter and segment data to build views tailored to your specific questions.
Is analytics available on every Freshdesk plan?
The depth of analytics available typically depends on your plan tier, with more advanced options on higher tiers.
Can I export analytics data?
Yes, most analytics views can be exported for sharing or further analysis outside Freshdesk.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
