Freshdesk Advanced Analytics

Freshdesk Advanced Analytics

Advanced Analytics for Freshdesk helps you monitor and improve your help desk productivity. It enables you to gain a complete view about the ticket trends, and keep track of key metrics like ticket volume and distribution, response time, resolution time and customer satisfaction rate.

This connector comes with more than 60+ IT & help desk domain specific reports and dashboards to help you get started with your analysis.

General

1.What is Zoho Analytics?

Zoho Analytics is a self-service BI and data analytics software that lets you analyze your data, create stunning data visualizations, and discover hidden insights in minutes.

Zoho Analytics offers the following important capabilities:

  • Complete Online Business Intelligence and analytics service, accessible anytime, anywhere!
  • Easy to adopt 'spreadsheet-like' interface with powerful drag & drop based reporting features for quick report creation.
  • Visual Analysis capability for in-depth analysis and to slice & dice your data.
  • Wide range of reporting capabilities like Dashboards , Charts , Pivot Table , Summary View , Tabular View , and   KPI Widgets .
  • Data import from various sources such as data stored in local drive ( CSV,  Excel,  JSON,  HTML ,  XML , JSON, Statistical & MS Access files), Web Feed and Cloud Drive. Also supports data import from local/hosted Databases and cloud databases. Supports periodic scheduling of importing data.
  • Integrated with a suite of  15+ Zoho products such as Zoho Finance , Zoho Desk , Zoho Project , Zoho People , Zoho Campaign ,  Zoho Survey , etc.
  • Integrated with 45+ popular business applications  like Google Ads , Facebook Ads , Bing Ads , Salesforce CRM , Mailchimp ,  Zendesk , etc.,
  • Integrated with Zapier  and Zoho Flow  to power up import from over 500+ apps.
  • Integrates with custom applications using  APIs.
  • Blend/merge data from across different sources to create meaningful business reports and get end-to-end cross-functional analytics.
  • SQL (Structured Query Language) driven querying for powerful data preparation and report creation.
  • An advanced formula engine for deriving key business metrics from your data. 
  • Ability to create reports with ease by simply Ask Zia in natural language. Zoho's Intelligent Assistant will comeup with attractive and relevant visualizations over your data.
  • Derives insights instantly with Zia Insights in the form of digestible narrations. Instead of interpreting the visualization manually.
  • Effectively predicts future data trends with its powerful forecasting algorithms. This analyzes past data deeply and comes up with the best forecast for the future.
  • Data alerts to track vital changes in your key business metrics.
  • Capacity to deliver consumable insights through familiar everyday business workflow by crafting stories with immersive presentations.
  • Provides analytical portals for sharing insights. 
  • Collaborative reporting and analytics with fine-grained permission control over your   Sharing Views  and reports with your colleagues & friends. 
  • Efficiently collaborate with your users by setting up real-time commenting on a shared view.
  • Publish reports for wider consumption.   Embed reports/dashboards  within your websites, web applications, and blogs.
  • Export ,  Email , and Print reports in a variety of formats.
  • Highly secure as all users login only over HTTPS (SSL connection). All your data and reports are hosted in secure data centers. (Refer to  Security  and   Privacy )
  • Supports   Logo Rebranding .
  • Get the mobile apps (optimized for both IOS and Android platform) and access the reports and dashboards on the go.

2. Why Freshdesk Advanced Analytics Connector?

Freshdesk Advanced Analytics Connector enables you to import your Freshdesk data into Zoho Analytics for advanced reporting and analysis. This connector brings in all the capabilities of Zoho Analytics described above to Freshdesk users.

3. Who can subscribe to the Freshdesk-Zoho Analytics connector?

Users in any paid plan of Freshdesk along with a paid plan of Zoho Analytics, Zoho CRM Plus or Zoho One can subscribe to this connector. Users with the Administrator roles can configure this connector.

Pricing and Trial

1. How much does this connector cost?

Freshdesk Analytics is bundled free for all the paid users of Zoho Analytics. The Zoho Analytics paid plans start at $25 per month. Click to learn more about Zoho Analytics pricing .

2. Do you provide trial evaluation for this connector?

Yes, we do provide a 15-day free trial for this connector from the date of set up.

3. What do you mean by 'Users' in the (connector) pricing plan?

Any individual with whom you share your workspace, tables (data), reports and dashboards, created in Zoho Analytics, for collaboration is considered a 'User' in Zoho Analytics. A user is identified by his/her unique email address, with which their Zoho Analytics account is registered. Suppose you subscribe to the Zoho Analytics Standard plan, you can privately share the data/reports in your account and collaborate with 4 other people. Now your Zoho Analytics account is said to have 5 users (including yourself).

4. What do you mean by 'Rows'/'Records' and how is it calculated in the pricing plan?

In Zoho Analytics, a row or record is defined in the same context as in a database (or spreadsheet). In simple terms, a table consists of rows (records) and columns (fields). Each row in a table represents a set of related data that has the same structure.
For example, In the Tickets table, each row would represent a single tickets' record such as created at, resolved at, due date, resolution time etc. The number of rows calculated for pricing is the sum of all rows/records stored across all your Workspace tables in your Zoho Analytics account.

Setup

1. Who can setup the Freshdesk Advanced Analytics Connector?

The Account Administrator and the Organization Administrators can set up the Advanced Analytics connector. Click here to learn about Manage Users .

The credentials of the Administrator who set up the connector, will be used for establishing any connections with source application by other administrators.

2. How do I setup the Freshdesk Advanced Analytics connector?

3. How long should I wait for my Freshdesk data to initially appear in Zoho Analytics?

Initial data import will take a few minutes to a couple of hours depending on the volume of data in your Freshdesk account. You will receive an email notification once the import is complete. If you access the Workspace before the initial fetch is completed, you may find some data missing.

4. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

The import process of your Freshdesk data can sometimes fail for a variety of reasons. Hence, you may receive such emails occasionally. 
You will receive the 'Integration Setup Failed' mail when there is a failure during the initial fetch. In this case, we request you to:

  1. Open the Workspace in which you have set up the connector.
  2. Click the Data Sources button in the Explorer tab.
  3. In the Data Sources page that opens click the Retry Now link. If the issue persists please do write to support@zohoanalytics.com . We will look into it and get back to you immediately.
Note:  The Account Administrator and the Organization Administrator can use the Retry Now link to resume the integration process.

5. I got this email which said 'Freshdesk Data Synchronization Failure'. What should I do?

Data sync may sometimes fail due to a variety of reasons such as Authentication Failure, your business application is down etc. In that case, you will receive the "Data Synchronization Failure" mail with the reason for the failure and its solution. Click here to learn more about  Synchronization Error Failures and its solutions.

6. What are the modules and fields in Freshdesk that will be synchronized in Zoho Analytics Workspace?

 

Modules Fields
Agents ID, Name, Ticket Scope, Type, Contact Active, Contact Job Title, Contact Language, Contact Time Zone, Created At, Updated At, Last Active At, Available Since, Contact Created At, Contact Updated, Available, Occasional

Companies 		ID, Name, Health Score, Account Tier, Renewal Date, Industry, Created Time
Contacts ID, Name, Address, Language, Job Title, Company ID, Phone, Twitter Id, Facebook ID, Created At, Modified At, Preferred  Source, Customer Satisfaction, Unique External ID, Time zone
Groups ID, Name, Description, Escalate To, Unassigned For, Group Type, Auto Ticket Assign, Created At, Modified At
Products ID, Product Name,  Description, Primary Email, Created At, Modified At
Satisfaction Rating ID, Agent ID, Group ID, User ID, Ticket ID, Company ID, Feedback, Created Time, Rating, Survey ID, Satisfaction Rating
Surveys ID, Title, Active, Question ID, Question Label, Question Default
Tickets ID, Subject, Requester ID, Responder ID, Status, Source, Created At, Modified At, Type, Priority, Group ID, Product ID, Company ID, Association Type, Associated Ticket, First Response Due By, First Responded At, Agent Responded At, Status Updated At, Requester Responded At, Is Escalated, First Response Escalated, Resolved At, Closed At, Due date, Pending Since, Reopened At, First Reply Time (in Hrs), Resolution Time (in Hrs), Ticket Age in Days, Shift (Ticket Creation), Ticket Touches, Ticket Age Tier, First Reply time Age Tier, Completion Age Tier, Ticket Handling Mode, Absolute Resolution Time, Status Group, First Responded At, Ticket Status, Ticket Source, Ticket Priority
Time Entries ID, Agent ID, Executed At, Ticket ID, Company ID, Time Running, Time Spent, Created At, Modified At, Time Spent in Seconds, Start Time, Note, Billable 

Note:  Products, Surveys, and Satisfaction Ratings modules are available only for users in Pro and Enterprise plans in Freshdesk.

7. How frequently can I synchronize my data with Zoho Analytics?

You can choose to synchronize data at one of the intervals mentioned below.

  • 1 Hour (Enterprise plan Only)
  • 3 Hours (Standard Plan and above)
  • 6 Hours (Standard plan and above)
  • 12 Hours (standard plan and above)
  • Every day (Basic Plan)
Note:
  • Users in Enterprise plan alone can choose to synchronize data every 1 hour.
  • Users in Basic plan can synchronize their data only once everyday.

8. Can I edit the Freshdesk Advanced Analytics connector Synchronization setting?

Yes, you can edit the Freshdesk connector synchronization setting. The Account Administrator and the Organization Administrators can edit this setup. To do so,

  1. Open the corresponding Freshdesk Advanced Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel.


  3. In the Data Sources page that opens, click Edit Setup.


  4. The Edit Setup - Freshdesk dialog will open. Modify the settings as needed.


  5. Click Save. The synchronization setting will be modified and data will be synced in the next synchronization interval.

Note: 

  • The credentials of the Administrator who set up the connector will be used for establishing any connections with source application by other administrators.

9. Can I view the data sync history?

Yes, the Account Administrator and the Organization Administrator can view the data sync history. Follow the below steps to view the data sync history. 

  1. Open the corresponding Freshdesk Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel. All the data source of the workspace will be listed.
  3. Click Freshdesk. The Data Sources page for Freshdesk will open.
  4. In the Data Sources page that opens, click Sync History.


  5. A calendar with the Sync History of the last 45 days will open. The date when the data sync has happened will be highlighted. Hover to view the number of times the data had got synced on a specific date.


  6. Click the date to view more details. 

10. Can I synchronize my Freshdesk data instantly?

Yes, you can synchronize your Freshdesk data instantly when needed.

To synchronize your data instantly:

  1. Open the corresponding Freshdesk Advanced Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel.
  3. In the Data Sources page that opens, click the Sync Now link. Freshdesk data will get instantly synchronized.


Note: This option can be used up to five times between the schedules.

11. Can I set up the Freshdesk Advanced Analytics in any other existing Workspace or in any other Advanced Analytics Workspace?

Yes, you can setup Freshdesk Advanced Analytics in any of the existing Workspaces or in any of the Advanced Analytics Workspaces to analyze data together. This allows you to blend diverse data sets and analyze them together.
Refer to the Cross-Functional Analytics section for more details on this. 

12. Can I add/modify data in the Freshdesk Analytics data tables within Zoho Analytics?

No, you cannot add/modify data in the Freshdesk data tables. Data from Freshdesk application will automatically get synced into Zoho Analytics in the different tables. You cannot edit any of this data or add new data records from within Zoho Analytics.
However, you can add new tables and import data into there. You can then create reports combining data in those tables with the data from Freshdesk. 

13. Can I add new columns to the Freshdesk data tables within Zoho Analytics?

No, you cannot add new columns. But, you can add Formula and Aggregate Formulas  columns (i.e., calculated fields) to these tables to help you create powerful reports. Refer to  Formula Column to know more about this.

14. Can I add new data tables in this Workspace to create reports & dashboards?

Yes, you can add new data tables. Click New > New Table to add a new table in the existing Freshdesk Advanced Analytics Workspace.
With this feature, you can import data from other sources or add them manually into your Workspace to analyze and create reports combining this with your Freshdesk data. 

Refer:

15. Can I transfer my connector to another admin account?

Yes, the Freshdesk connector in your account can be transferred to another Administrator in the Organization.

  • Account Transfer: An Account Administrator can transfer the connector by transferring the account to an Organization Administrator. Click here to know more about Managing Organizations.
  • Leaving the Organization: An Organization Administrator can transfer the connector setup to another Administrator by unsubscribing from the Organization.
  • Transfer connector : Write to support@zohoanalytics.com , if the organization administrator continues to be part of the organization but wishes to transfer the Freshdesk connector to another user(Organization Administrator).

 16. Can I re-authenticate my Freshdesk account in Zoho Analytics?

Yes, only the Administrator who created the connector setup can re-authenticate. Follow the below steps to re-authenticate,

  1. Open the corresponding Freshdesk Advanced Analytics Workspace in Zoho Analytics.
  2. Click  Data Sources  on the left panel. 
  3. In the  Data Sources  page that opens, click  Re-Authenticate.

  4. Click  Re-authenticate Freshdesk. You will be prompted to provide the credentials.

  5. Enter your credentials and re-authenticate your account. Your account will be successfully authenticated.

         

17. Can I track the action by all users in the connector workspace?

Yes, you can track all activities performed in Connector-configured workspaces by all users, using  Audit History. The Account Administrator and the Organization Administrators can view the audit history.

Follow the below steps to do so.

  1. Open the corresponding Freshdesk Advanced Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel.
  3. The Data Sources page will open. Click Audit History.
  4. A dialog with audit history for the last 180 days will open with the following information.
  • Date and Time of the action
  • Action done
  • User who performed the action

The following are the actions that are logged in Zoho Analytics.

  • User Actions 
    • Create  - Connector setup created
    • Edit Setup  - Edit connector setup to do the following changes. 
      • Modules Added
      • Modules Removed
      • Fields Added
      • Fields Removed
      • Schedule Change and
      • Entities (Campaigns, Org, Handles) Modified
    • Delete  - Remove integration
    • Take Ownership  - Transferred connector to other admin. 
    • Re-authenticate  - Re-authenticate business app 
    • Sync Now  - Sync data instantly
    • Retry Now  - Retry to import data after initial setup failure
    • Connector Activated  (when you upgrade from Basic plan to Standard plan)
    • Connector Disabled  (when you downgrade from Standard plan to Basic plan)
  • System Event - Any action done by Zoho Analytics
    • The Connector is automatically deleted when you downgrade to free plan. 
    • The Connector is automatically restored when you upgrade from free plan to a higher plan. 
    • The Connector is automatically deactivated when you downgrade your plan. 
    • The Connector is automatically activated when you upgrade to a higher plan. 
    • The Connector is manually restored by the Zoho Analytics support.
    • Data synchronization schedule automatically changed to interval supported to your new pricing plan.

18. How can I remove the Integration?

The Account Administrator and the Organization Administrators can remove the connector integration from the Data Source page. To remove the integration,

  1. Open the corresponding Freshdesk Advanced Analytics Workspace in Zoho Analytics.
  2. Click  Data Sources  on the left panel.
  3. Hover the mouse over the  Data Source  name in the left corner. A  Settings  icon will appear. 
  4. Click the  Settings  icon.
  5. Select  Remove Data Source.

     

The data synchronization from Freshdesk in this Workspace will be removed. However, you will still be able to access this Workspace with existing data.

Reporting Features

1. In which modules of Freshdesk can I create reports?

Zoho Analytics will synchronize the data specified in this question into the Freshdesk Analytics workspace. You can create reports using this data.

2. How do I create my own reports with this connector?

3. Can I create reports using the columns from different tables?

Yes, you can create reports using the columns from different tables. All the modules (tables) from Freshdesk will be linked by default. You can create reports by simply dragging and dropping the required columns into the reports designer.

4. What are the report types supported by Zoho Analytics?

Zoho Analytics supports a wide variety of reports.

  • Charts
    • Pie
    • Bubble
    • Packed Bubble
    • Bubble Pie
    • Bar
    • Stacked Bar
    • Histogram
    • Butterfly
    • Line
    • Smooth Line
    • Scatter
    • Combination
    • Geo Map Chart
    • Area
    • Stacked Area
    • Web
    • Funnel
    • Doughnut
    • Word Cloud
    • Table View
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • KPI Widgets
    • Single Numeric Widget
    • Dial Chart Widget
    • Bullet Chart Widget
  • Dashboards (multiple reports arranged in the same page)

5. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?

When you setup/configure the FreshdeskConnector,  set of default reports & dashboards  are automatically created. These hand-picked reports will be pretty useful in analyzing your help data effectively.

6. What is Ask Zia? How can I create reports using Zia?

Zia is Zoho's Intelligent Assistant.  Ask Zia  understands your questions asked in plain English and gets you powerful insights as answers in the form of attractive and relevant visualizations. 

You can simply Ask Zia questions and it will interpret these questions, fetch data from the relevant tables, and generate the most appropriate reports immediately.

7. What are Formulas in Zoho Analytics?

Formulas, as the name indicates, are calculations that help you derive key business metrics that can be used for reporting and analysis. Zoho Analytics provides a powerful formula engine to create any type of calculations required, to enable creating the required reports.

Refer to  Formula Column  in Zoho Analytics to know more.

8. What are the default formulas that gets added by Zoho Analytics on setting up this connector?

The below table lists all the default formulas that will be created in the Tickets table.


Formula Name Formula Type Formula Description
First Reply Time Formula Column datetime_diff_in_duration( "Created At" , "First Responded At" ) Calculates the number of hours between when the ticket was raised and when an agent first responded to the ticket.
Resolution Time(in Hrs) Formula Column datetime_diff_in_duration(   "Created At" , "First Resolved At" ) Calculates the hour it took to resolve a ticket from the time it was raised.

Ticket Age in Days


 

Formula Column if (" Closed At" is Null , (datediff(current_date() , "Created At" )) , date_diff ( "Closed At" , "Created At" ) ) Calculates the number of days since the ticket was created.
Shift(Ticket Creation) Formula Column

if ( hour( "Created At" ) >= 12 and hour( "Created At" ) <= 18 , 'Afternoon Open' ,
if((hour( "Created At" ) > 18 and hour( "Created At" ) <= 24 ) OR (hour( "Created At" ) >= 0 and hour( "Created At" ) < 6 ) , 'After Hours Open' ,
if(hour( "Created At" ) >= 6 and hour( "Created At" ) < 12 ,' Morning Open','-NA-' )) )

Displays the session in which the ticket was created.
Ticket Touches Formula Column if ( "Reopened At" is NULL , 'One Touch' , 'Multi-Touch' ) Displays if the ticket was handled by a single agent or multiple agents.
Ticket Age Tier Formula Column

if ( "Ticket Age in Days" >= 0 and "Ticket Age in Days "<= 15 , '0 - 15 Days ',
if( "Ticket Age in Days" > 15 and "Ticket Age in Days" <= 30 , '16 - 30 Days' ,
if( "Ticket Age in Days" > 30 and "Ticket Age in Days" <= 45 , '31 - 45 Days' ,
if( "Ticket Age in Days "> 45 and "Ticket Age in Days" <= 60 , '46 - 60 Days' ,
if( "Ticket Age in Days" > 60 , 'Over 60 Days','Invalid Age' )))) )

Calculates the age of the ticket based on the time it was created
Possible options are:
  • 0 to 15 days
  • 16 to 30 days
  • 31 to 45 days
  • 46 to 60 days
  • Invalid age.
First Reply time Age Tier Formula Column

if ( isnul l( "First Reply Time (hrs)" ) , 'Not Responded' ,
if( "First Reply Time (hrs)" <= 2 , '0 - 2 Hours' ,
if( "First Reply Time (hrs)" > 2 and "First Reply Time (hrs)" <= 5 , '2 - 5 Hours' ,
if( "First Reply Time (hrs)" > 5 and " First Reply Time (hrs)" <= 8 , '5 - 8 Hours ',
if( "First Reply Time (hrs)" > 8 and "First Reply Time (hrs)" <= 12 , '8 - 12 Hours ',
if( "First Reply Time (hrs)" > 12 and "First Reply Time (hrs)" <= 24 , '12 - 24 Hours','Above 24 Hours' ))))) )

Classifies tickets based on the number of hours that have passed since the first response from the time the ticket was raised. 
The time intervals are:
  • Not Responded
  • 0 to 2 Hours
  • 2 to 5 Hours
  • 5 to 8 Hours
  • 8 to 12 Hours
  • 12 to 24Hours
  • above 24 Hours.
Completion Age Tier Formula Column

if ( isnull ( "Resolution Time(in Hrs)" ), 'Not Resolved' , if( "Resolution Time(in Hrs)" <= 6 , '0 - 6 Hours ',
if( "Resolution Time(in Hrs)" > 6 and "Resolution Time(in Hrs)" <= 12, '6 - 12 Hours ',
if( "Resolution Time(in Hrs)" > 12 and "Resolution Time(in Hrs)" <= 24, '12 - 24 Hours' ,
if( "Resolution Time(in Hrs)" > 24 and "Resolution Time(in Hrs)" <= 48 , '24 - 48 Hours','Above 48 Hours ' )))) )

Classifies based on the hour within which the ticket was resolved
 The time intervals are:
  • Not Resolved
  • 0 to 6 Hours
  • 6 to 12 Hours
  • 12 to 24 Hours
  • 24 to 48Hours
  • above 48 Hours
Ticket Handling Mode Formula Column

if ( isnull( "Closed At" ),
if(dateandtimediff(SECOND , "Due Date" , now()) > 0 , 'Overdue','Ongoing' ) ,
if(dateandtimediff(SECOND , "Due Date" , "Closed At" )> 0 , 'Overdue' , 'In Time ' ) )

Displays the ticket handling mode i.e., if the ticket is solved, ongoing or overdue.
Absolute Resolution Time Formula Column if ( "Ticket Status "= 'Closed ', datetime_diff_in_duration( "Created At" , "Closed At" ) , null ) Calculates the time it took to close a ticket starting from the time it was created. 
Status Group Formula Column if ( "Status" = 5  OR "Status" = 4 , 'Completed','In Progress' ) Gives the status of the ticket whether it is resolved or yet to be resolved.
Ticket Status Formula Column

if ( "Status" = 2 , 'Open' , if( "Status" = 83 , 'Pending' , if( "Status" = 4 , 'Resolved' , if( "Status "= 5 , 'Closed','Custom Status' ))) )

Gives the status of the tickets.
Ticket Source Formula Column

if ( "Source" = 1 , 'Email' , if( "Source" = 2 , 'Portal' , if( "Source" = 3 , 'Phone' , if( "Source" = 7 , 'Chat' , if( "Source" = 9 , 'Feedback Widget' ,if( "Source" = 10 , 'Outbound Email','Custom Source' ))))) )

Gives the mode in which the ticket was raised.
Ticket Priority Formula Column

if( "Priority" = 1 , 'Low ', if( "Priority" = 2 , 'Medium ', if( "Priority" = 3 , 'High' , if( "Priority" = 4 , 'Urgent','Custom Priority' ))) )

Gives the priority levels of the tickets.
% Closed Aggregate Formula ((countif( "Tickets"."Status" = 5 )) / (count( "Tickets"."Id" ))) * 100 Calculates the percentage of closed tickets.
Closed Tickets Aggregate Formula countif ( "Tickets"."Status" = 5 ) Calculates the percentage of closed tickets.

Fast Resolution count
(< 2 hrs)

Aggregate Formula countif ( "Tickets"."Resolution Time(in Hrs)" < 2 ) Gives the number of tickets that were resolved in less than 2 hours.
Unresolved Tickets Aggregate Formula count ( if( "Tickets"."Status" != 5 AND "Tickets"."Status" != 4 , "Tickets"."Status" , NULL) ) Calculates the number of unresolved tickets.
Solved Tickets - Overdue Aggregate Formula countif ( "Tickets"."Ticket Handling Mode" = 'Overdue' AND "Tickets"."Status" = 5 ) Calculates the number of tickets that were solved after the due date.
Solved Tickets - In Time Aggregate Formula countif ( "Tickets"."Ticket Handling Mode" = 'In Time' AND "Tickets"."Status" = 5 ) Calculates the number of tickets that were solved on time.
Overdue Tickets Aggregate countif ( "Tickets"."Ticket Handling Mode" = 'Overdue' )  Gives the number of tickets that are not closed within the due date.
% of Solved and Unresolved Tickets - In Time Aggregate ( "Tickets"."Solved and In Progress Tickets - In Time" / count( "Tickets"."Id" )) * 100 Calculates the percentage of tickets that are in progress and the tickets that were solved on time.
Resolved Tickets - MTD Aggregate mtd ( count_if( "Tickets"."Status" = 5 OR "Tickets"."Status" = 4 ) , "Tickets"."Closed At" ) Gives the number of resolved tickets for that month.
Escalated Tickets Aggregate countif ( "Tickets"."Is Escalated" = 'Yes' ) Calculates the number of escalated tickets.
Resolved Tickets Aggregate countif ( "Tickets"."Status" = 5 OR "Tickets"."Status" = 4 ) Calculates the number of resolved tickets.

The following are the formulas from the Satisfaction Rating table

Formula Name Formula Formula Type Description
Satisfaction Rating Formula Column

if ( "Rating" = '103' , 'Extremely Happy' , if( "Rating" = '102' , 'Very Happy' , if( "Rating" = '101' , 'Happy ' ,if( "Rating" = '100' , 'Neutral' , if( "Rating" = '-101' , 'Unhappy ', if( "Rating" = '-102' , 'Very Unhappy' , if( "Rating" = '-103' ,' Extremely Unhappy' , 'Invalid' )))))) )

Displays the time frame/duration of a particular task
Satisfaction Rate Aggregate (countif(( "Satisfaction Rating"."Satisfaction Rating" = 'Happy' OR "Satisfaction Rating"."Satisfaction Rating" = 'Extremely Happy' OR "Satisfaction Rating"."Satisfaction Rating" = 'Very Happy' ) AND "Tickets"."Status" = 5 ) / count(if( "Tickets"."Status" = 5 , "Satisfaction Rating"."Satisfaction Rating" , NULL))) * 100 Displays if the task was completed on time or late
Response Rate Aggregate (count(if( "Tickets"."Status" = 5 , "Satisfaction Rating"."Satisfaction Rating" , NULL)) / countif( "Tickets"."Status" = 5 )) * 100 Displays the time spent on the task
Good Response Count Aggregate countif( "Satisfaction Rating"."Satisfaction Rating" = 'Happy' OR "Satisfaction Rating"."Satisfaction Rating" = 'Extremely Happy' OR "Satisfaction Rating" . "Satisfaction Rating" = 'Very Happy ' ) Displays the total time spent on that task so far
Unsatisfied Response Count Aggregate countif( "Satisfaction Rating"."Satisfaction Rating" = 'Unhappy' OR "Satisfaction Rating"."Satisfaction Rating" = 'Extremely Unhappy' OR "Satisfaction Rating"."Satisfaction Rating" = 'Very Unhappy' ) Displays if the task is overdue or not.
Dissatisfaction Rate Aggregate (countif(( "Satisfaction Rating"."Satisfaction Rating" = 'Unhappy' OR "Satisfaction Rating"."Satisfaction Rating" = 'Extremely Unhappy' OR "Satisfaction Rating"."Satisfaction Rating" = 'Very Unhappy' ) AND "Tickets"."Status" = 5 )/ count(if( "Tickets"."Status" = 5 , "Satisfaction Rating"."Satisfaction Rating" , NULL))) * 100 Provides the overdue time of a task

9. Can I create my own custom formulas in Zoho Analytics? If yes, how do I create?

Yes, you can create your own custom formulas in Zoho Analytics. To know how to create your own formulas, refer to the Adding Formulas in Zoho Analytics help page.


10. Can I combine/blend data from other sources with the data from Freshdesk to create reports and dashboards?

Yes, you can combine data from other sources with your Freshdesk data for analysis.

To do this, you need to add/import a new data table into the Freshdesk Advanced Analytics Workspace as explained in the previous question and then define a look-up to join it with the table from Freshdesk.

To define a lookup relationship between two tables, it is essential that the tables have at least one column which is common between them. Follow the below steps to look up a column from Freshdesk along with the data from any other source.

  • Open the corresponding table, right-click the column header, and select Change to Lookup Column.
  • In the Change to Lookup Column dialog that opens, select the column to look up.
  • Click OK.

.Click to learn more about Lookup Column

11. Can I join data from multiple tables to create reports?

Yes, you can join data from multiple tables to create the reports. Refer to Joining Tables in Zoho Analytics for detailed help on this.

12. What are Query Tables?

Zoho Analytics allows you to drive the data required by writing standard SQL SELECT Queries. This feature is called Query Tables. With Query Tables, you can also combine data from different tables and create reports from the same. Click here to know how to create Query Tables in Zoho Analytics.

You can integrate and perform cross-functional analytics with most business applications / other data sources that Zoho Analytics integrates with.

2. How can I analyze the data from the third-party business applications/other data sources along with Freshdesk?

To import data from business apps,

  1. Open the Workspace in which you have setup the connector.
  2. Click the Import Data button.
  3. In the Create New Table tab that opens, select the application or data source that you wish to import.
  4. Provide the necessary authentication.
  5. Select the necessary Modules and Fields.
  6. Select the Schedule Import Option.
  7. Click Create. Data from the selected application will be imported into a new table in the Freshdesk Advanced Analytics workspace. 

A lookup relationship will not be created automatically between the Freshdesk modules and the modules of the application that you are trying to import. You will have to manually link the tables using a lookup relationship.. Click here to learn more about  Joining Tables .

Users, Sharing & Collaboration

1. How do I share the reports in Zoho Analytics with my colleagues?

You can easily share the reports that you create with the other users in your organization. Refer to the  Sharing and Collaboration help page for more details on this.
Once you privately share a report with your colleagues they will be able to access the reports as you do. Accessing Shared Views to know how to access the reports.

2. What are the user roles available in Zoho Analytics?

Zoho Analytics offers four user roles - Account Administrator, Organization Administrator, Workspace Administrator, and User. Click to know more about the Zoho Analytics Managing Organizations and Manage Users .

3. Why can't other users edit the reports that I have shared with them?

This is the expected behavior. Only when the users to whom the reports are being shared is set as a Workspace Administrator, they will be able to edit the reports. If a normal user wants to edit the report, he/she will have to save the report with a new name using the Save As option toolbar. The User can edit this report. To know more about user role, click here .

4. Can I share the same report created, to multiple users with different criteria associated so that they see different data?

Yes, you can. Refer to the topic Apply filter criteria .

5. Can I export a report/dashboard?

Yes, you can export the report/dashboard in various file formats such as CSV, EXCEL, PDF, HTML, and Image. Click to know more .

6. How can I print the reports & dashboards created in Zoho Analytics?

To print the report/dashboard, you first need to export it. You can export the report in various file formats such as CSV, EXCEL, PDF, HTML, and Image. Click to know more .

Note:
If you are a user with whom a report has been shared and you want to take a print, ensure that you have been provided the Export permission by the Administrator to the report. Only then will you be able to print the report.

7. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?

If you are the Administrator of the Zoho Analytics or a 'Workspace Administrator', you can schedule reports and dashboards to be emailed automatically.  Refer to the  Emailing Views  section.

8. Can I embed/create permalink for reports & dashboards created in Zoho Analytics?

Yes, you can embed/create permalink for reports & dashboards. You can also create a slideshow of views. Refer to  the  Publishing Options   section to learn how to do this.

Solutions

1. Does Zoho Analytics offer Embedded Analytics or rebranding?

Yes, Zoho Analytics supports various rebranding options such as Portal rebranding/white labeling and Logo Rebranding .

Help & Support

1. How do I get technical support on Zoho Analytics?

We offer 24x5 technical support (Monday to Friday). In case if you need our assistance kindly do mail us your questions to  support@zohoanalytics.com .

You can also reach out to us on our toll-free numbers.

United States : +1 (888) 900 9646
United Kingdom : +44 (20) 35647890
Australia : +61-2-80662898
India : +91-44-6965 6060

2. Can I have someone from Zoho do a demo for me?

Yes, certainly. Register for a demo in this page .