Overview: Query Builder for Freshdesk (Tickets)
How to access the Query Builder for Freshdesk (Tickets)
Navigate to Metrics > Query Builder to access the Query Builder. Click the green + New Custom Metric button and select your connected Freshdesk Account from the Data Source drop-down list. Select the Tickets radio button.
Query Builder is available on the Professional and Performer plans. Request a trial of Query Builder by following
How to use the Query Builder for Freshdesk (Tickets)
Pro Tip: Among predefined Dimensions, you are also able to choose Custom Fields set within your Freshdesk account.
Pro Tip: Add the word "by" in between the Metric and Dimension in order to determine an appropriate Custom Metric Name. From the Metric and Dimension examples outlined above, we could create the Custom Metrics "Open Tickets by Priority," "Resolved Tickets by Tag," or "On Hold Tickets by Severity."
Pro Tip : If you don't know which Filters to put in place for your use case, use the Dimension + Data Preview to troubleshoot and get more insight into the data that is returned from your Freshdesk Account for each field. Learn more here.
How to create a Custom Freshdesk (Tickets) Metric [Example]
In this example, we'll create a Custom Metric to report on Overdue Tickets tracked in the Freshdesk Account, split up based on Urgency.
How to add a Custom Freshdesk (Tickets) Metric to a Databoard
Learn how to add a Custom Metric to a Databoard here.
- Due to an API limitation, the maximum number of tickets for which data can be retrieved with Attributed Metrics is limited to 5,000.
- The Data Preview is limited to display a maximum of 20 Dimensions per Date Range for Attributed Metrics. Dimensions will be sorted by descending value; therefore, the 20 Dimensions with the highest total values will be displayed in the Data Preview for each Date Range.