Master Overview: Query Builders for Freshdesk

The Query Builders for Freshdesk allow you to create Custom Metrics based on Tickets, Companies, and Contacts data. A summary of each Query Builder for Freshdesk is outlined below, along with links to full documents outlining the functionality of each Query Builder. 

    Query Builder is available on the Performer and Professional plans. Request a trial of Query Builder by following these steps.  

HOW TO

How the Query Builder for Tickets works

To track open, resolved, or on-hold Tickets during a specified Date Range, you'll want to use the Query Builder for Tickets.

This Query Builder allows you to access Tickets-specific data. 

You can use custom fields created within your Freshdesk account to additionally break down and analyze your Tickets data, by selecting a specific custom Dimension from the Dimension drop-down list. 

Sample Custom Metrics: "Open Tickets by Priority," "Resolved Tickets by Tag," "On Hold Tickets by Severity,'' "Overdue Tickets by Urgency''

Learn more about the Query Builder for Tickets here.

How the Query Builder for Companies works

To report on Health Score, Account Tier, Industry, or any other company properties during a specified Date Range, you'll want to use the Query Builder for Companies.

This Query Builder allows you to access Company-specific data.

You can use custom fields created within your Freshdesk account to additionally break down and analyze your company's data, by selecting a specific custom Dimension from the Dimension drop-down list. 

Sample Custom Metrics: "Companies by Health Score," "Companies by Tier," "Companies by Industry"

Learn more about the Query Builder for Companies here.

How the Query Builder for Contacts works

To report on Contacts split up by Company or State, or to access additional Contact properties, you'll want to use the Query Builder for Contacts. 

This Query Builder allows you to access Contact-specific data.  

You can use custom fields created within your Freshdesk account to additionally break down and analyze your Contacts data, by selecting a specific custom Dimension from the Dimension drop-down list.  

Sample Custom Metrics: "Contacts by Company," "Contacts by State," "Active Contacts by State" 

Learn more about the Query Builder for Contacts here.

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