Track Freshdesk data in Geckoboard

In this article, we'll show how to display data from your Freshdesk customer support software on your Geckoboard dashboard.

Adding your Freshdesk data to a dashboard allows you and your team to keep an eye on live ticket volume, spot issues quickly, stay on track to hit your goals and, above all, deliver better service to your customers.

Presets for Freshdesk widgets

  Metric Labels for values or horizontal axis Timeframe Visualization
First response time Average First response time (calendar)   Past 7 days Number (time)
Resolution time Average Resolution time (calendar)   Past 7 days Number (time)
Ticket volume Received tickets   Past 28 days Line chart
Unassigned tickets Received tickets (Agent has no value)   Past 30 days Number
Customer Satisfaction % positive ratings   Past 28 days Number (percentage)
Tickets by category Received tickets Status Past 7 days Bar chart
Top ticket solvers Resolved tickets Agent Past 7 days Leaderboard

It is possible to edit these presets to present the data in a way that works for your needs. You can also select the option to Build your own widget and display other metrics, timeframes or ways of grouping or splitting the data.

Create a new Freshdesk widget

To create a Freshdesk widget, follow these steps:

  1. Click Add widget, located in the top right of your dashboard.
  2. Search for Freshdesk using the Search sources field.

    Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Freshdesk integration.
  3. Click on the Freshdesk integration.

Is this is your first Freshdesk widget?

You'll need to connect your Freshdesk account to Geckoboard.
If not, you can skip to configuring your Freshdesk widget.

Create a connection with Freshdesk

When adding your first Freshdesk widget, you'll be asked to create a connection and authenticate your Freshdesk account so that we're able to collect your data and display it on the dashboard. You only need to create this connection once – we'll take care of the rest.

Important note

You must have Admin level credentials in Freshdesk to successfully authenticate.

To connect your Freshdesk account with Geckoboard, follow these steps:

  1. The authentication box will ask you to enter the subdomain and API key of your Freshdesk account account. The subdomain can be found from your login details. For example, if you log in to Freshdesk at https://mycompany.freshdesk.com, your subdomain is mycompany. With regards to the API key, this article explains how to find it.
  2. Click on the Connect button.
  3. You're now ready to configure your first Freshdesk widget!

Creating multiple Freshdesk connections

You may need to create Freshdesk widgets using a different account to the one you used to create your first Freshdesk widget.

Example

If you want to create a dashboard for the support teams of both mycompany, who log into Freshdesk at https://mycompany.freshdesk.com, and yourcompany, who log into Freshdesk at https://yourcompany.freshdesk.com, you would need to connect separately to these subdomains within Geckoboard.

In these cases, you can follow the instructions below to connect a different account or select it for the widget you're creating:

  1. Click Add widget, located in the top right of your dashboard.
  2. Search for Freshdesk using the Search sources field.

    Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Freshdesk integration.
  3. Click on the Freshdesk integration.
  4. From the top right hand corner of the widget configuration page, click on the name of the Freshdesk subdomain being used to create the widget.
  5. Select the subdomain you need or click on the Add account option to make a new connection
  6. Enter your Freshdesk subdomain and API key into the authentication box (see Create a Connection with Freshdesk for more details)
  7. Click on the Connect button.

Build your own Freshdesk widget

The widget configuration screen enables you to select the visualization you'd like to use, as well as choosing the metrics you want to show and adding any filters to the data. 

You'll see a preview of the widget as you create it. This will use real data from your Freshdesk accountEach time you make a change you'll see a message at the bottom left of the preview to indicate whether we're still collecting this data or whether it's complete.

To configure your Freshdesk widget, follow these steps: 

  1. Use the dropdown menu to select the Metric you'd like to display.
  2. For some metrics, we'll need additional information on how you would like the metric to be presented. In these cases, an additional dropdown will appear to the left of the metric name and you can select the value you're looking for.
  3. If you're creating a line or column chart or a table, you may wish to compare more than one metric within the same chart. You can choose Select multiple... from the dropdown Metric menu to select extra metrics to visualize.

    Once this has been done you can use the Add metric button below the dropdown menu to add more metrics.

    Note

    It is only possible for us to compare metrics which are measuring the same type of value. It is not possible to compare a percentage with a duration on the same chart, for example.

  4. Select the visualization you want to use from the options below the metrics.Visualisation_types.png
    Not all visualizations are appropriate for all metrics and we will only show the visualizations that will be able to provide data for your chosen metric(s).

    Tip

    Using appropriate visualizations can make a world of difference while consuming your dashboards and can help inspire action. We’ve created this handy flowchart which makes it easy to identify the best visualization for the metric you're looking to display.

  5. Select a Time value that you'd like to see data for.

    You can use the Past 7, 14, 28, 30, or 90 days option to track the previous 7, 14, 28, 30, or 90 full days, or the TodayThis week, This month option to show the calendar day, week or month in progress. It is also possible to use a Custom timeframe up to the last 2880 hours120 days17 weeks or 3 months.

    Note

    We always count the week as beginning on a Monday in this Freshdesk integration.

  6. If you are using a line chart or number widget, you may want to show a comparison to the same metric over the previous time period.
     

    Important note

    A number widget can have either a comparison or a goal but not both. If you add a goal, the comparison will no longer be visible.

  7. If you're creating a line or column chart, and haven't chosen additional metrics to compare, you may want to split the data, for example to show performance for particular groups or agents within the same chart.

    Tip

    It is only possible to use the Split by option when looking at a single metric.

    Warning

    The maximum number of columns available is 3 and the maximum number of line chart series is 9. If more than this is available, you will not see all of the available data.

  8. You may need to Group your data by a particular value in order to create a chart or leaderboard so that we know which values to use for rows or labels or for the horizontal axis of a chart. For example, it's possible to see many of these metrics calculated for particular agents or tags as well as showing them by time. 

    This option is expressed in different ways for different visualizations: 
  9. Add any optional Filters to refine this data and click on the Apply button.

    When adding filters, you'll be taken to a new menu and can choose a filter from the dropdown options and a value that you'd like this filter to match.

    Most filters allow you to select that it is or is not a specific value or that the filtered option has any value or has no value. Time based filters, such as Created at allow you to select a timeframe of the Past 7, 1428, 30, or 90 days or TodayThis week, or This month.
    It is possible to assign multiple values to the same filter but not to use the same filter more than once within the same widget. You could see the same data by filtering to show only those values that the data is or to show only those values that the data is not but you could not choose both of these options.
  10. It is possible to assign multiple values to the same filter but not to use the same filter more than once within the same widget. You could see the same data by filtering to show only those values that the data is or to show only those values that the data is not but you could not choose both of these options.
  11. If necessary, enable the option to set a Goal and fill in your goal value. You can also specify whether it's a Less than or More than goal. If the metric is a duration, you'll need to complete the goal in days, hours and minutes in the separate boxes for each. 

    Warning

    If you are using a number widget with a comparison, this will be disabled when you add the goal. It is not possible to show both a comparison and a goal within a number widget.

  12. You can use the Fine-tune Menu to change the number of decimal places used or add additional information about the values being displayed. Instructions for this are available here.
  13. Click on the Add to dashboard button.

Which metrics are available in this integration?

The following metrics are currently available in the Freshdesk integration:

  • Number of received tickets.
  • Number of resolved tickets.
  • Percentage of positive ratings.
  • Average (mean), Median, Maximum, Minimum & Sum:
    • First response time (calendar).
    • Resolution time (calendar).

Tip

If you're not sure which metrics to track, you might be interested in our SaaS Metrics Generator, which can help you find the right metrics and learn more about them.

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