The Metric Builders for Freshdesk allow you to create Custom Metrics based on Tickets, Companies, and Contacts data. A summary of each Metric Builder for Freshdesk is outlined below, along with links to full documents outlining the functionality of each Metric Builder.
Metric Builder is available on the Professional and higher plans. Request a trial of Metric Builder by following these steps.
HOW TO
- Use the Metric Builder for Tickets
- Use the Metric Builder for Companies
- Use the Metric Builder for Contacts
How the Metric Builder for Tickets works
To track open, resolved, or on-hold Tickets during a specified Date Range, you'll want to use the Metric Builder for Tickets.
This Metric 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 Metric Builder for Tickets here.
How the Metric 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 Metric Builder for Companies.
This Metric 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 Metric Builder for Companies here.
How the Metric 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 Metric Builder for Contacts.
This Metric 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 Metric Builder for Contacts here.