Overview: Metric Builder for Freshdesk (Tickets)


How to access Custom Metrics and Metric Builder for Freshdesk (Tickets)

Navigate to Metrics > Custom Metrics to access the Metric 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.

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 Freshdesk (Tickets) 

A) Data Source: This is the Freshdesk Data Source that the Custom Metric is syncing data from.
B) Metric: Select a Metric from your connected Freshdesk Data Source, such as Open Tickets, Resolved Tickets, or On Hold Tickets.  
C) Dimension (Optional): The Dimension parameter re-categorizes the returned Metric value based on common criteria. Examples of Dimensions are Priority, Tag, and Severity. If no Dimension is selected, the Custom Metric will store one aggregated Metric value for each Date Range. 

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."

D) Favourable Trend: By default,  Trending up is positive is pre-selected, which will display the percentage change value on Datablocks as green when the Metric value has increased. If the Custom Metric you created has opposite trends, select Trending down is positive radio button. Learn more here.  
E) Filter by (Optional): Filters restrict the data that gets included in the Custom Metric. All data that is returned is tested against the Filter(s). Multiple Filters can be combined using AND /OR boolean logic.    
If the data synced from the Metric and Dimension fields meet the Filter specifications, the data is retained and included in the Custom Metric value. If the data synced from the Metric and Dimension fields don't meet the Filter specifications, the data is excluded from the Custom Metric value.

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.

 F) Preview data: After clicking Preview data, a Data Preview of the Custom Metric will be displayed. Daily Metric values are displayed in this section, along with the total Metric values for the Date Range in bold at the bottom. You can view the Data Preview for different Date Ranges by clicking on the drop-down list at the top of the Data Preview. 
G) Custom Metric Name: Enter a name for your Custom Metric. This Custom Metric name will be available in the Designer after saving. 
H) Save: Save your Custom Metric. 

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.

  1. Navigate to Metrics  > Custom Metrics
  2. Click the green + New Custom Metric button
  3.  Select the appropriate Freshdesk Data Source
  4. Select the Tickets radio button
  5. Select  Overdue Tickets from the  Metric drop-down list  
  6. Next, we'll select Urgency from the Dimension drop-down list so that the Tickets values returned are split up based on Urgency.
  7. We don't need to further filter the data, so we will leave the Filter section blank as well. 
  8. To accurately explain what this Custom Metric is reporting on, we'll name the Custom Metric "Overdue Tickets by Urgency."
  9. Click Preview data to generate a Data Preview of the Custom Metric. 
  10. Once we confirm that these are the results we're looking for, we'll click Save to save the Custom Metric. 

How to add a Custom Freshdesk (Tickets) Metric to a Databoard

Learn how to add a Custom Metric to a Databoard here.



Additional Information

  • Due to an API limitation, the maximum number of tickets for which data can be retrieved for Freshdesk metrics is limited to 30,000. The same limitation applies to other entities such as Companies, Contacts and Time Entries.

  • The Data Preview is limited to display a maximum of 20 Dimensions per Date Range for Dimensional 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.