How to combine the values of a text field?
**HappyFox BI allows you to combine the values of a text field values into groups to help you analyze them.** **For instance, let’s say you want to view tickets that are currently in 'Open' or 'In Progress' status against the rest of the other tickets, you need to combine all the ticket statuses except ‘open’, 'In Pr…
Tickets Dataset
**Tickets Dataset:** Tickets dataset is used when you are looking to analyze the response, resolution, volumes, performance and other characteristics of a ticket. This dataset contains information on every ticket and the aggregation of data helps you understand the overall ticket characteristics. ![][1] In the Tick…
Glossary of Key Terms used in Happyfox BI
**These are a few common terminologies you will come across while using HappyFox BI.** **Visualization:** **A single table, tile or a graph that represents information. You can create and edit visualizations based on your business needs. It can also be referred to as a “Visual”. Learn more about _[creating a new vis…
How to Filter Reports
For organizations handling huge chunks of tickets, analyzing report data might turn out to be overwhelming. HappyFox lets you filter your Report data, which will make it easier for you to drill down your helpdesk report. > This article applies only to the New Reports Module. **You can filter reports and widgets usin…
What does "Others" signify in Ticket Distribution of Reports section?
The Ticket Distribution section in the Reports page, shows the number of tickets based on four criteria - Status, Priority, Assignee and Category. This information is viewable as pie charts. ![][1] Sometimes when there are many values under each distribution, an additional value called "**Others**" will appear. The …
How to apply date filter?
**A date filter determines the time range to extract the data for your visualization. This time filter affects all the visuals across your account. The date range selected will be saved until changed otherwise.** **Steps to be followed:** 1. **Click on the date range on the right-top of the page.**** ** ** **![][…
Reports: Custom Fields
Custom Fields report enables you to view all of the statistics related to Custom Field usage in your helpdesk. With a quick glance, you can identify how often certain ticket or contact custom fields are being used and which custom field-values are being used the most. Applicable Plans: ✖️ Mighty ✖️ Fantastic ✔️ E…
Get reports via API
API provided by the HappyFox helpdesk is a RESTful web service. It supports operations like creating a ticket, adding updates to a ticket, listing tickets and users of the Helpdesk. It supports JSON, Form Url encoded and Multipart Form Data formats as payload. _**Requirements:**_ The API requires following skills in…
Analyze Agent Performance
Monitor metrics that define your helpdesk performance (Average Time Spent, Average Response Time etc.) using "Agent Performance View" inside HappyFox Reports. > This Article pertains to "**HappyFox Classic Reports**". Available in all pricing plans **Where to View the "Agent Performance View"?** 1. Login to yo…
Analyze Agent activity
Monitor ticketing related activities (Ticket Closure, Time Spent etc.) of Agents in your helpdesk system using "Agent Activity View" inside HappyFox Reports. > This Article pertains to "**HappyFox Classic Report**s". For the New and Re- Imagined "Agent Activity" report, Click [here][1]. Available on all pricing …
