Freshdesk Support Analytics + Fault Intelligence + Trends
Upload a Freshdesk export ZIP. The page runs locally in your browser; the data is not sent anywhere.
Drop your Freshdesk export ZIP here Accepts Freshdesk ZIP exports, or extracted Tickets*.json / ArchivedTickets*.json files.
ZIP support uses JSZip from a CDN. If ZIP upload does nothing, either connect to the internet or extract the ZIP and upload the JSON files.
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Keyword rules
One keyword or phrase per line. The classifier checks subject, description, tags and custom fields. More specific categories are checked first.
Category KPI table
FCR = closed/resolved tickets with no more than 1 agent reply and no more than 1 customer reply. Back & forths = agent replies + customer replies.
Category split
Support effort by category
Fault Intelligence
Breaks Fault / Warranty and Incorrect Dispatch tickets into common operational causes. Use this to spot missing items, brakes, battery, spokes, wheels, seatpost and other repeat issues.
Fault Pareto
Fault type pie chart
Fault KPI table
Fault Trends Over Time
Monthly count of each fault type so you can see what is trending now. Uses ticket created date and the same active filters above.