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Freshworks CRM allows users to create custom reports. Using custom reports, you can decide which metrics to track, how they're organized and what filters you use. You can choose which visualisations you'd like, compare metrics and apply even report-level filters to organize your datasets. 


Creating a custom report

When it comes to creating a new custom report, there are two options: 

  • Cloning a curated/existing report

  • Creating a new report from scratch.

  • Configuring widgets


Cloning a curated/existing report

A curated report is a report that is available out of the box on the Freshworks CRM. Curated reports are a list of the most popular or commonly used reports. You can clone a curated report with all its widgets and add modifications on top of it.

Let us assume you would like to modify your Sales Dashboard to capture sales across your product categories. Here’s how you can do that.

  1. Go to the Analytics section and click open the Sales Dashboard.
     

  2. Click on the report name. This brings a dropdown menu.

  3. Click Clone Report. This clones the report with all the widgets and you can customize it to create a new report. 

Now, you want to modify the report to capture Product sales per Sales agent for the month. This can be accomplished by adding the ‘Product’ field as a group to the report. 

  1. Click the ‘Pipeline’ report.

  2. Add the ‘Product’ field to the GROUP BY section.

  3. Click This applies the segregation to your report and will split the report into sales per owner with individual products.


Creating a new custom report
Let us assume you wish to create a report to view Sales for each territory for a quarter.

  1. Click the icon and select Reports. This opens the reports page where you can find all existing reports.
     

  2. Click the  button. This presents you with a dialog box where you can give your report a name.

  3. Add a name to the report and set visibility of the report.– choose between Me and Everyone.

  4. Click . This creates a new report.


Once you create a new report, you will be able to add widgets to the report.

Here's how you can modify widgets:


Designing the layout of the report

A report consists of widgets. You can add charts and text widgets to a report and categorize them using pages. You can add style to a report's elements - background color, border, change font, etc. 


In the case of our example, we will have to create a widget. Here’s how you can create the widget.

  1. Click the + Add widget icon and click New. 

  2. Since you are creating a chart, choose the Chart widget. Drag and drop the widget on the report builder.

  3. Click ‘Add Chart’. This brings up the New Widget dialog box.

  4. Give your widget a name. Name the widget suitably. In our example, you can name the widget ‘Deals by Territory’ 

  5. Choose the module for which the widget is being created. In our example, you can choose ‘Deals’ 

  1. Click Next. This takes you to the widget builder.

  2. Create your widget by adding metrics and groups  


Use the following logic to create the widget

METRICS

AGGREGATE

GROUP

Deals

Sum

Territory




Applying filters to a report

You can apply filters to all the widgets in a report. These filters can be basic (all conditions matching ANY or ALL) or advanced (multiple groups of conditions matching ANY or ALL). You can filter data using deal properties like status or deal value or industry.


Saving changes to a report 

When modifying the filters for a widget or a report, click Apply for the changes to be reflected in the report/widget. 

Once you apply your changes to a widget, you have the option to save the modifications to the widget, save the modifications as a new widget and add it to another report or the current one, or discard the changes. Similarly, when you modify a report, you have the option to save changes or discard them. 


Presenting a report

The presentation mode for a report makes sure to remove all the distracting details - the navigation bar, the filters buttons, etc. - from the screen and give data the spotlight it deserves.