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How to generate performance reports on Freshdesk

intermediate 8 min read Updated 2026-03-18
Quick Answer

Generate performance reports in Freshdesk by navigating to Reports > Analytics, selecting your desired report type (Agent Performance, Ticket Volume, SLA, etc.), configuring the time period and filters, then clicking Generate Report. You can customize metrics, export data, and schedule automated reports.

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Prerequisites

  • Administrator or account owner permissions in Freshdesk
  • Active Freshdesk account with reporting module enabled
  • Basic understanding of support metrics
  • At least one week of ticket data in your account

Step-by-Step Instructions

1

Access the Reports Dashboard

Log into your Freshdesk account and click on Reports in the left sidebar menu. If you don't see this option, ensure you have administrator privileges. Select Analytics from the dropdown menu to access the main reporting dashboard.
Bookmark the Reports page for quick access to frequently generated reports.
2

Select Report Type

Choose from the available report categories:
  • Agent Performance - Individual agent metrics and productivity
  • Ticket Reports - Volume, status, and resolution data
  • SLA Reports - Service level agreement compliance
  • Customer Satisfaction - CSAT and feedback metrics
  • Custom Reports - Build your own metrics
Click on your desired report type to proceed.
Start with pre-built templates before creating custom reports to understand available metrics.
3

Configure Time Period and Filters

Set your reporting parameters:
  • Select Date Range using the calendar picker or predefined options (Last 7 days, Last month, etc.)
  • Choose Groups or specific agents if analyzing team performance
  • Apply Filters such as ticket source, priority, or product categories
  • Select Metrics to include (resolution time, first response time, ticket volume)
Use consistent date ranges across reports for better comparison and trending analysis.
4

Customize Report Visualization

Configure how your data will be displayed:
  • Choose Chart Type (bar chart, line graph, pie chart, or table)
  • Select Grouping Options (by agent, by day, by week, by month)
  • Set Sorting preferences for data organization
  • Toggle Show/Hide Columns to focus on relevant metrics
Preview your selections in the report builder interface.
Line charts work best for trend analysis, while bar charts are ideal for comparing individual performance.
5

Generate and Review Report

Click Generate Report to create your performance report. The system will process your request and display the results. Review the data for accuracy and completeness. Use the Drill Down feature to explore specific data points by clicking on chart elements or table rows for detailed breakdowns.
Large date ranges may take longer to process - consider breaking them into smaller segments for faster results.
6

Export and Share Report

Once satisfied with your report:
  • Click Export and choose format (PDF, Excel, CSV)
  • Use Share to email the report to stakeholders
  • Select Save Report to create a template for future use
  • Add the report to a Dashboard for ongoing monitoring
Name your saved report descriptively for easy identification.
PDF exports are best for presentations, while Excel/CSV formats allow for further data manipulation.
7

Schedule Automated Reports

For recurring reports, click Schedule Report and configure:
  • Set Frequency (daily, weekly, monthly)
  • Choose Delivery Day/Time for automated sending
  • Add Recipients email addresses
  • Select Format for automated delivery
Click Save Schedule to activate automated report generation.
Schedule weekly reports for Monday mornings to review previous week's performance during team meetings.

Common Issues & Troubleshooting

Reports page is not accessible or missing

Contact your Freshdesk administrator to verify you have the correct user role and permissions. The Reports feature may need to be enabled for your account plan.

No data appears in generated reports

Check your date range settings and ensure there is ticket activity during the selected period. Verify that applied filters aren't excluding all available data.

Report generation times out or fails

Reduce the date range or limit the number of agents/groups included in the report. Try generating the report during off-peak hours for better performance.

Exported reports show formatting issues

Try a different export format (Excel instead of PDF). Clear your browser cache and ensure you're using a supported browser version. Check that your export doesn't exceed file size limits.

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