Freshdesk

Freshdesk is a cloud-based helpdesk software which streamlines customer conversations across channels like email, social media, phone, and chat. With a powerful suite of intuitive features, it makes it easy for teams to ensure a great support experience for customers. 

eazyBI greatly extends Freshdesk reporting suite with an advanced, easy-to-use, and flexible visualization, analysis, and reporting system. You can connect to Freshdesk and perform your first import in minutes. Regular daily updates import date automatically, so your charts will always have the latest data.

When you connect to your Freshdesk account, we will prepare several predefined sample reports and charts to get you started. Then you can easily create custom reports, charts and dashboards for your specific needs.

Try eazyBI for Freshdesk live demo with sample reports and charts.

On this page:

Connecting to the Freshdesk Account

Add your Freshdesk to eazyBI:

  1.  In eazyBI open "Source Data" page, select "freshdesk" source application.


  2. Authorize eazyBI to import your Freshdesk account data. You will need to provide your Freshdesk site URL and user credentials, API token or user name and password.


  3. You would need to select a time frame for imported data. Set a date to fetch tickets updated on this date or later.
  4. You can apply settings for data import. An import will automatically import new Freshdesk data every day, using the selected authorization access.

Custom field data import

You can select Freshdesk custom fields for import. The list of all available custom field will show for selection. Custom fields with text, checkbox, and dropdown type can be imported as additional dimensions. Numeric custom fields can be imported as additional measures. All  custom fields can be imported as properties for Tickets dimension (corresponding calculated measure “Ticket …” will be defined which will show custom field values for Ticket dimension detailed members). 

For example, if you have custom field City with drop-down field type then you can import it both as a dimension and a property. You will be able to create reports by City dimension as well as you will have Ticket city calculated measure. If you will select Ticket dimension with all Ticket level members on rows then on columns you can select Ticket city calculated measure and will see City custom field value for each ticket.

If you need additional help with custom field import then please contact eazyBI support and describe your needs.


Additional import options

Each Service Desk agent in Freshdesk has an individual time zone. eazyBI will import data using UTC timezone by default. You would like to specify a timezone for your data import.

You can also deselect an option to import sample reports and dashboard in additional settings as well.

Imported data

eazyBI imports the following Freshdesk data (measures) and dimensions:

Tickets data cube measures

Tickets createdThe total number of created tickets that match selected dimension members. If the Time dimension is used then Tickets created are grouped by ticket creation dates and shown in a corresponding time period.
Tickets resolvedResolved tickets which are in the Resolved or Closed status. On the Time dimension grouped by the ticket resolved date.
Tickets closedClosed tickets which are in the Closed status. On the Time dimension grouped by the ticket closed date.
Tickets with due date
Tickets with due date. On the Time dimension grouped by the ticket due date.
Tickets reopenedReopened tickets which were reopened at any time after resolution. On the Time dimension grouped by the ticket reopened date.
Tickets first responded

Number tickets with the first response. On the Time dimension grouped by the ticket first response date.

First response minutes

Number of minutes from ticket creation till the first reply. By default, it will show the total sum of minutes for all matching tickets. See below Add aggregate ticket measures to learn how to get average, mean, min, max or other aggregates of this measure (also available for other measures below). 

Resolution minutesNumber of minutes from ticket creation till the the resolution.

Closing minutes

Number of minutes from ticket creation till the till closing a ticket.

Agent wait time

Number of minutes the agent spent waiting (on a contact response).

Contact wait time

Number of minutes the contact spent waiting (on an agent response).

Agent responses

Number of agent responses. On the Time dimension grouped by the agent response date.

Contact responses

Number of contact responses. On the Time dimension grouped by the contact response date.

Tickets data cube calculated measures

Open ticketsCalculates the number of unsolved tickets at the end of the corresponding Time dimension period (as Tickets created minus Tickets resolved since the beginning of the time until the end of the selected Time period).

First response - Compliant
First response - Violated
First response - Compliant %
First response - Violated %

First response SLA calculated measures shows a count of Compliant and Violated tickets and percentage of total responded tickets
Resolution - Compliant
Resolution - Violated
Resolution - Compliant %
Resolution - Violated %
Resolution SLA calculated measures shows a count of Compliant and Violated tickets and percentage of total resolved tickets
Ticket created date
Ticket resolved date
Ticket closed date
Ticket due date
Ticket first response due date
Ticket first response date
Ticket reopened date
Ticket is escalated
Ticket status
Ticket type
Ticket priority
Ticket source
Ticket agent name
Ticket contact name
If the Ticket dimension is placed on rows and expanded to detailed tickets and these measures are placed on columns then detailed field values of individual tickets are shown.

Tickets data cube dimensions

Ticket measures and calculated measures can be analyzed by the following dimensions.

ProductProduct associated to tickets.
TimeStandard time dimension with the Year / Quarter / Month / Day hierarchy and the Year / Week / Day hierarchy.
StatusCurrent ticket status.
TypeCurrent ticket type or (none) if no ticket type is specified.
PriorityCurrent ticket priority or (none) if no priority is specified.
ContactUsers who created tickets (with Company and Contact hierarchy levels).
AgentCurrent ticket assigned agent.
GroupGroup which is assigned to tickets.
SourceSource by which tickets are created.
TagCurrent tags of ticket. If ticket has several tags then measure totals will be calculated for each tag.
TicketList of all individual tickets (with Product and Ticket hierarchy levels). Ticket dimension typically is not used for summary reports but can be used to all individual tickets which match certain filter criteria.

SLA dimensions

Ticket measures and calculated measures can be analyzed by the following SLA dimensions as well.

Closing interval
Product associated to tickets.
EscalatedCurrent ticket status.
First response SLA
Current ticket type or (none) if no ticket type is specified.
First response intervalResponse time intervals of responded tickets. Learn more about interval dimensions.
Resolution SLA
Users who created tickets (with Company and Contact hierarchy levels).
Resolution interval
Resolution time intervals of resolved tickets. Learn more about interval dimensions.

Add aggregate ticket measures

You can add different aggregates of Tickets data cube measures in your reports to analyze distribution of measure values across selected set of tickets.

For example, if you have added Full resolution time measure as column in your report then you can click on this column header and from Add aggregate select one of available aggregate functions:

  • Average
    Will calculate average (or mean) measure value across all tickets which match current selected dimension values in your report and will add new column with this average measure value. E.g. average value from 1, 2 and 9 will be 6.

  • Median
    Will calculate median measure value across all matching tickets. E.g. median value from 1, 2 and 9 will be 2.

  • MinMax
    Will get minimum or maximum measure value across all matching tickets.

  • All quartiles
    Will add Min1st quartileMedian3rd quartile and Max measure columns to your report.

  • Percentile
    Add any custom percentile aggregate measure. For example enter 90 for to see value which 90% of matching tickets do not exceed.

After adding aggregate function measure you can remove original measure column by clicking on column heading and select Remove.

Link from eazyBI reports to Freshdesk pages

In eazyBI reports you click on Ticket dimension member then in action list you will see Go to source link - when clicking on it new Freshdesk application page will be opened with corresponding data. It can be very useful to see summary overview in eazyBI and when necessary you can go to Freshdesk page for selected ticket.