Analytics module in Freshservice allows you to generate intuitive reports for your service desk. A Widget is an analytic chart that displays data in a particular visual format (pie chart, bar graph, etc).
The following are the widgets supported by Freshservice Analytics across all modules.
Tickets Module
| Widget | Definition |
| Total Tickets grouped by Approval Status | View the tickets count grouped by the various approval statuses. (Not requested, Approved and Rejected) |
| Total Tickets grouped by Assigned Date | View the tickets count grouped by the date on which they were assigned to an agent. |
| Total Tickets grouped by Category | View the tickets count grouped by their category. |
| Total Tickets grouped by Closed Date | View the tickets count grouped by the dates on which they were set to the closed status. |
| Total Tickets grouped by Created Date | View the tickets count grouped by the dates on which they were created. |
| Total Tickets grouped by Due by date | View the tickets count grouped by dates by which the tickets have to be resolved based on the SLAs set. |
| Total Tickets grouped by First Contact Resolution Violated | View the tickets count grouped by tickets to which there was a resolution in the first contact. |
| Total Tickets grouped by First Response due in | View the tickets count grouped by the number of hours by which their first response is due. |
| Total Tickets grouped by First Response Escalated | View the tickets grouped by tickets which breached the response escalation rules set in SLAs |
| Total Tickets grouped by First Response Status | View the tickets count which had a first response with or without SLA breaches. |
| Total Tickets grouped by Impact | View the tickets count grouped by its impact defined. |
| Total Tickets grouped by Item Category | View the tickets count grouped by Item Category. |
| Total Tickets grouped by Last Updated Date | View the tickets count grouped by the when they were last updated. |
| Total Tickets grouped by Merged Ticket | View the tickets count grouped by the number of tickets merged together. |
| Total Tickets grouped by Priority | View the tickets count grouped by its priority defined. |
| Total Tickets grouped by Resolved Date | View the tickets count grouped by when they were resolved. |
| Total Tickets grouped by Resolution Escalated | View the tickets count grouped by tickets which breached the resolution escalation rules set in SLAs |
| Total Tickets grouped by Resolution Status | View the tickets count which were resolved with or without SLA breaches. |
| Total Tickets grouped by Source | View the tickets count grouped by where they were raised from (phone, portal, email, etc). |
| Total Tickets grouped by Sub-Category | View the tickets count grouped by the sub-category defined. (Hardware, network, etc) |
| Total Tickets grouped by Status | View the tickets count grouped by their status. (Open, pending, resolved, closed, etc) |
| Total Tickets grouped by Satisfaction Rating | View the tickets count grouped by the rating given by requesters using the Customer Satisfaction(CSAT) Survey |
| Total Tickets grouped by Type | View the tickets count grouped by the ticket type (Incidents or service requests) |
| Total Tickets grouped by Tags | View the tickets count grouped by the tags you have used in the ticket. |
| Total Tickets grouped by Urgency | View the tickets count grouped by their urgency defined. |
| Average Agent Reassign Count of Tickets | View the average count of how many times a ticket was reassigned to different agents. |
| Average Agent Reply Count of Tickets | View the average count of replies by agents to tickets. |
| Average Associated Assets Count of Tickets | View the average count of assets associated with tickets. |
| Average Avg Response Time in Bhrs of Tickets | View the average time taken by all agents in your service desk to respond to tickets in business hours |
| Average Avg Response Time of Tickets | View the average time taken by all agents in your service desk to respond to tickets. |
| Average Child Ticket Count of Tickets | View the average count of child tickets in your service desk. |
| Average Customer Reply Count of Tickets | View the average count of replies by customers to all tickets. |
| Average First Response Time in Bhrs of Tickets | View the average time taken by agents to initiate a first response to tickets in Business hours. |
| Average First Response Time in Chrs of Tickets | View the average time taken by agents to initiate a first response to tickets in Calendar hours. |
| Average Group Reassign Count of Tickets | View the average count of how many times a ticket was reassigned to different groups. |
| Average Private Notes Count of Tickets | View the average count of private notes in all tickets. |
| Average Public Notes Count of Tickets | View the average count of public notes in all tickets. |
| Average Reopen Count of Tickets | View the average count of tickets which were reopened from a closed or a resolved status. |
| Average Resolution Time in Bhrs of Tickets | View the average time taken by agents to resolve tickets in Business hours. |
| Average Task Count of Tickets | View the average count of tasks created in a ticket. |
| Average Total Cost of Tickets | View the average total cost of service requests with respect to the cost of the items requested. |
| Average Total Quantity of Tickets | View the average total quantity of service requests with respect to the number of the items requested. |
Problems Module
| Widget | Definition |
| Total Problems grouped by Assigned Date | View the problem count grouped by the date on which an agent was assigned to them. |
| Total Problems grouped by Category | View the problem count grouped by the categories they belong to. |
| Total Problems grouped by Closed Date | View the problem count grouped by the dates on which they were closed. |
| Total Problems grouped by Created Date | View the problem count grouped by the dates on which they were created. |
| Total Problems grouped by Due By | View the problem count grouped by the dates on which they are due to be closed. |
| Total Problems grouped by Impact | View the problem count grouped by its impact defined. |
| Total Problems grouped by Item Category | View the problem count grouped by Item Category. |
| Total Problems grouped by Last Updated Date | View the problem count grouped by the date on which their properties were last updated. |
| Total Problems grouped by Priority | View the problem count grouped by its priority defined. |
| Total Problems grouped by Status | View the problem count grouped by its statuses. |
| Total Problems grouped by Sub-Category | View the problem count grouped by the sub-categories they belong to. |
| Average Associated Asset Count of Problems | View the average count of assets associated with all problems. |
| Average Associated Ticket Count of Problems | View the average count of tickets associated with all problems. |
Changes Module
| Widget | Definition |
| Total Changes grouped by Approval Status | View the change count grouped by approval statuses (Not requested, Approved and Rejected) |
| Total Changes grouped by Approved Date | View the change count grouped by the dates on which they were approved. |
| Total Changes grouped by Assigned Date | View the change count grouped by the dates on which they were assigned an agent. |
| Total Changes grouped by Category | View the change count grouped by the category they belong to. |
| Total Changes grouped by Change Type | View the change count grouped by the type of change (Major, Minor, Standard, Emergency) |
| Total Changes grouped by Closed Date | View the change count grouped by the date on which they were closed. |
| Total Changes grouped by Created Date | View the change count grouped by the date on which they were created. |
| Total Changes grouped by Impact | View the change count grouped by their impact. |
| Total Changes grouped by Item Category | View the change count grouped by Item Category. |
| Total Changes in In Planning Stage | View the change count grouped by the dates from which they are in the "In planning" stage of the change lifecycle. |
| Total Changes grouped by Last Updated Date | View the change count grouped by the dates on which their properties were last updated. |
| Total Changes grouped by Planned Start Date | View the change count grouped by the dates on which they are planned to start. |
| Total Changes grouped by Planned End Date | View the change count grouped by the dates on which they are planned to end. |
| Total Changes grouped by Pending Review SInce | View the change count grouped by the dates since which they are in the "Pending Review" stage of the change lifecycle. |
| Total Changes grouped by Pending Release Since | View the change count grouped by the dates since which they are in the "Pending Release" stage of the change lifecycle. |
| Total Changes grouped by Priority | View the change count grouped by their priorities defined. |
| Total Changes grouped by Risk | View the change count grouped by their risk defined. |
| Total Changes grouped by Sub-Category | View the change count grouped by the categories they belong to. |
| Total Changes grouped by Status | View the change count grouped by their statuses. |
| Average Associated Assets Count of Changes | View the average count of assets associated with all changes. |
| Average Incidents Caused Count of Changes | View the average count of incidents caused by all the changes. |
| Average Incidents Initiating Count of Changes | View the average count of incidents initiating the changes. |
| Average Associated Problems Count of Changes | View the average count of problems associated with the changes. |
| Average Resolution Time in Bhrs of Changes | View the average time taken to resolve all changes in Business hours. |
Releases Module
| Widget | Definition |
| Total Releases grouped by Assigned Date | View the release count grouped by the date on which they were assigned an agent. |
| Total Releases grouped by Category | View the release count grouped by the categories they belong to. |
| Total Releases grouped by Closed Date | View the release count grouped by the date on which they were closed. |
| Total Releases grouped by Created Date | View the release count grouped by the date on which they were created. |
| Total Releases grouped by Planned End Date | View the release count grouped by the date on which they are planned to end. |
| Total Releases grouped by Priority | View the release count grouped by its priority defined. |
| Total Releases grouped by Status | View the release count grouped by Status. |
| Total Releases grouped by Type | View the release count grouped by their type. (Minor, Major, Emergency, Standard, etc) |
| Average Associated change count of Releases | View the average count of changes associated with all the releases. |
| Average Associated Asset Count of Releases | View the average count of assets associated with all the releases. |
Tasks Module
| Widget | Definition |
| Total Tasks grouped by Closed Date | View the task count grouped by the dates on which they were closed. |
| Total Tasks grouped by Created Date | View the task count grouped by the dates on which they were created. |
| Total Tasks grouped by Due By | View the task count grouped by the dates on which they are due. |
| Total Tasks grouped by Last Updated Date | View the task count grouped by the dates on which they were last updated. |
| Total Tasks grouped by Module | View the task count grouped by the ITIL modules in Freshservice. |
| Total Tasks grouped by Status | View the task count grouped by their statuses. (Open, In Progress, Closed) |
| Total Tasks grouped by Task Title | View the task count grouped by their titles. |
| Average Notify Before of Tasks | View the average time set to tasks before which the agents have to be notified. |
Assets Module
| Widget | Definition |
| Total Assets grouped by Acquisition Date | View the asset count grouped by the dates on which they were acquired. |
| Total Assets grouped by Assigned Date | View the asset count grouped by the dates on which they were assigned in the inventory. |
| Total Assets grouped by CI Type | View the asset count grouped by the asset types they belong to. |
| Total Assets grouped by Created By | View the asset count grouped by the different means by which the assets were created. (Manual creation, Discovery Probe) |
| Total Assets grouped by Created Date | View the asset count grouped by the dates on which they were created. |
| Total Assets grouped by Depreciation type | View the asset count grouped by the Depreciation type assigned to them. (Declining Balance, Straight Line and Sum of Years Digits) |
| Total Assets grouped by Impact | View the asset count grouped by their impact. |
| Total Assets grouped by Installation Date | View the asset count grouped by their installation dates defined in the inventory. |
| Total Assets grouped by Last Audit Date | View the asset count grouped by their last audit date defined in the inventory. |
| Total Assets grouped by Last Updated Date | View the asset count grouped by the dates on which their properties were last updated. |
| Total Assets grouped by Licence Expiry Date | View the asset count grouped by their license expiry dates defined in the inventory. |
| Total Assets grouped by Location | View the asset count grouped by their location defined in the inventory. |
| Total Assets grouped by Mode of Procurement | View the asset count grouped by their mode of procurement defined in the inventory. |
| Total Assets grouped by Product | View the asset count grouped by the products in the inventory. |
| Total Assets grouped by State | View the asset count grouped by their state. (In Stock, In Transit, In Use) |
| Total Assets grouped by Tags | View the asset count grouped by the tags used. |
| Total Assets grouped by Vendor | View the asset count grouped by the vendors in your organization. |
| Total Assets grouped by Warranty Expiry Date | View the assets count grouped by their Warrant Expiry Date defined in the inventory. |
| Average Associated Incidents Count of Assets | View the average count of Incidents associated with all assets. |
| Average Associated Changes Count of Assets | View the average count of changes associated with all assets. |
| Average Associated Problems Count of Assets | View the average count of problems associated with all assets. |
| Average Associated Releases Count of Assets | View the average count of releases associated with all assets. |
| Average Book Value of Assets | View the average book value of assets defined in the inventory. |
| Average Cost of Assets | View the average cost of assets defined in the inventory. |
| Average Disposal Cost of Assets | View the average disposal cost of assets defined in the inventory. |
| Average Licence Validity of Assets | View the average license validity of assets defined in the inventory. |
| Average Maintenance Cost of Assets | View the average maintenance cost of assets defined in the inventory. |
| Average Other Cost of Assets | View the average other costs of assets defined in the inventory. |
| Average Support Cost of Assets | View the average support cost of assets defined in the inventory. |
Users
| Widget | Definition |
| Total Users grouped by Created Date | View the user count grouped by the date on which they were created. |
| Total Users grouped by Job Title | View the user count grouped by their Job Titles. |
| Total Users grouped by Language | View the user count grouped by their Languages. |
| Total Users grouped by Last Updated Date | View the user count grouped by the dates on which their properties were last updated. |
| Total Users grouped by Location | View the user count grouped by their locations. |
| Total Users grouped by Tags | View the user count grouped by the tags. |
| Total Users grouped by Time Zone | View the user count grouped by their Time Zones. |
| Total Users grouped by User Scope | View the user count grouped by the scope assigned to them. (Global access, Group access, Restricted access) |
Groups
| Widget | Definition |
| Total Groups grouped by Created Date | View the group count grouped by the date on which they were created. |
| Total Groups grouped by Ticket Assignment Type | View the group grouped by how they were assigned to tickets (manual or automatic assignment) |
| Total Groups grouped by Updated Date | View the group count grouped by the date on which their properties were last updated. |
| Average Assignment time of Groups | View the average time for which tickets were assigned to different groups. |
Departments
| Widget | Definition |
| Total Departments grouped by Created Date | View the department count grouped by the dates on which they were created. |
| Total Departments grouped by Last Updated Date | View the department count grouped by the dates on which their properties were last updated. |
Timesheet
| Widget | Definition |
| Billable Hours grouped by Module | View the number of hours spent on different modules that can be billed. |
| Non-Billable Hours grouped by Module | View the number of hours spent on different modules that cannot be billed. |
| Total Hours grouped by Module | View the total number of hours spent on different modules. |
