Resource – FreshDesk Ticket Review – Master – Report Instructions

  • Created:
  • / Author: Peter Cockram

FreshDesk Ticket Review – Master – Report Instructions workaround.

Watch video to see how to download FD Report.

 

Instructions:
  1. Go to FreshDesk https://ceg.freshdesk.com/helpdesk/tickets
  2. On the FreshDesk Toolbar Click on Tickets
    fd tool bar
  3. You must have All Tickets selected on this drop down menu.
    fd all
  4. Click on the Export link in the upper right hand corner.
    fd export
  5. The Export Management Tool will load on top of the page and you will need to select the “Select all fields“.
    fd select all
  6. Select and change the report range by selecting “Filter tickets by”
    • Click on the “Last 30 Days” drop down menu.
    • You must export the report as a CSV.
  7. Change the “Last 30 Days” to “Set Date” in the drop down menu.
    fd set date
  8. Set the data range from Jan. 1 2015 to the current date.
    fd export ticket date
  9. Click on the fd export btn on the bottom left of the Export Management Tool
  10. The FreshDesk report will be sent to your email or the email associated with the account you are logged into FreshDesk with at the time of the export.
  11. Go to your email and click on the link sent to you by FreshDesk.
    fd email
  12. Open the file that was just downloaded.
  13. Save the CSV file to the directory X:\Freshdesk Reports\Ticket Data.
  14. Reopen the file you just downloaded and saved in the X:\Freshdesk Reports\Ticket Data.
  15. Change the Worksheet Tag from something like

 

 

Further Resources: 

 

 

 

 

 

Before the change Dec 15

 

1.       Ticket Id

2.       Subject Description

3.       Status

4.       Priority Source  Type

5.       Company

6.       Requester Name

7.       Requester Email

8.       Requester Phone

9.       Facebook Profile Id

10.   Agent

11.   Group

12.   Created Time

13.   Due by Time

14.   Resolved Time

15.   Closed Time

16.   Last Updated Time

17.   Initial Response Time

18.   Time Tracked

19.   First Response Time (in Hrs)

20.   Resolution Time (in Hrs)

21.   Agent interactions

22.   Customer interactions

23.   Resolution Status

24.   First Response Status

25.   Tags

26.   Survey Result

27.   Opening Agent

28.   AI Tickets

29.   AI Request

30.   AI Remedy

31.   MACD Tickets

32.   MACD Request

33.   MACD Remedy

34.   TT Reported Problem

35.   TT Root Cause

36.   TT Remedy

37.   Reported By First and Last Name

38.   Reported by E-Mail Address

39.   Reported by Cell Phone #

40.   Company Name

41.   Resolving Agent

42.   QA Refused Resolution

43.   QA Closed Ticket

44.   Resolution Notes

 After the change June 27

 

1.            Ticket Id

2.            Subject Status

3.            Priority Source

4.            Type

5.            Company

6.            Requester Name

7.            Requester Email

8.            Requester Phone

9.            Facebook Profile Id

10.          Agent

11.          Group

12.          Created Time

13.          Due by Time

14.          Resolved Time

15.          Closed Time

16.          Last Updated Time

17.          Initial Response Time

18.          Time Tracked

19.          First Response Time (in Hrs)

20.          Resolution Time (in Hrs)

21.          Agent interactions

22.          Customer interactions

23.          Resolution Status

24.          First Response Status

25.          Tags

26.          Survey Result

27.          Opening Agent

28.          AI Tickets

29.          AI Request

30.          AI Remedy

31.          MACD Tickets

32.          MACD Request

33.          MACD Remedy

34.          TT Reported Problem

35.          TT Root Cause

36.          TT Remedy

37.          Reported By First and Last Name

38.          Reported by E-Mail Address

39.          Reported by Cell Phone #

40.          Company Name

41.          Resolving Agent

42.          QA Refused Resolution

43.          QA Closed Ticket

44.          Has this ticket been re-opened?

45.          QA Check

46.          QA response given by: