Note: As part of reports deprecation, we have migrated your reports from legacy Reports to Analytics in June 2022. Legacy Reports will be fully deprecated from November 2022. Know more.

Analytics and reporting have become crucial for every organization to empower their teams to make data-driven decisions. To enhance our customer’s reporting capabilities and provide uninterrupted service delivery, we are migrating from the old legacy Reports module, to a much more sophisticated, yet easy-to-use, Analytics modulee.

Concerned about losing your existing reports? Worry not, for Freshservice will migrate all your reports from the legacy Reports module to the Analytics module, with no efforts from your end. 

Who will be impacted?

All customers who have legacy Reports module (or accounts created before 13th March 2020), will be impacted by this migration.

Why are we migrating?

With Analytics Pro, you can spend less time building reports and more time operationalizing the results. It is a powerful tool that will act as a single solution for our customer’s reporting needs. With Analytics Pro, customers can easily get more instant, accurate insights about their service desk and make data-driven decisions to improve their service desk efficiency.  

Before: Reports in the Legacy Reports Module

After: Reports in the Analytics Module (Migrated Report)

Note: There is (and will be) slight mis-match of data due to migration (details covered in the latter part of the article)

How will you benefit from this?

  • Access pre-built templates for widgets to build quick reports

  • Drill-down into metrics with multiple filters; group metrics using diverse parameters

  • Deep-dive into data with advanced reporting capabilities

  • Quick AI-based search using ASK Freddy

  • Ability to get data exports that can be fed into BI tools

  • Customize the look of the reports using style and format options

  • Ability to share reports

Migration timeline:

Migration from the legacy Reports to the Analytics module was planned in two phases; phase I was in June 2022 and phase II is scheduled for November 2022.

Phase I:



June 2022

  • The ability to create and edit reports and schedules will be disabled in the legacy Reports module. You will need to leverage Analytics module to create and edit new reports, schedules and exports

  • Migration of old reports to the Analytics module will begin in a phased manner

  • All schedules created in the legacy Reports module will be migrated to the Analytics module in disabled state 

What is changing?

  • Users will not be able to create new reports or edit existing reports in legacy Reports module; instead you can move to analytics module that offers a lot more features

  • Migrated reports from the legacy Reports module will be present in the Analytics module as custom reports

    • These reports will be migrated with the same name as in the legacy reports module, with a prefix ‘{Module} Reports:’ added to it. For eg, a ticket report with the name "Agent Ticket Summary" will be migrated as "Tickets Report: Agent Ticket Summary"

    • Every view present in the default report will be migrated as a separate report in the Analytics module

  • In the migrated custom reports, charts and data will be migrated as two different widgets 

  • The group by criteria for the chart and tabular data can not be different. In Analytics, you can group them only using the same attribute. Separate Analytics widgets had to be created if chart(s) and table(s) are having different group by options

  • There might be some mismatch between the data in these two modules

    • Merged tickets will not be included in the Analytics module (and custom reports)

    • Data refresh frequency is 1 day for default reports, 4 hours for custom reports and 30 minutes for the Analytics module

Phase II:



November 2022

  • The legacy Reports module will be deprecated 

  • Schedules that were migrated from the legacy Reports module to the Analytics module will be enabled

  • **Roles will be migrated to Analytics

Please note: After November 2022, users will NOT have access to legacy Reports.

**Roles Migration:

There might be agents who have access to the old legacy Reports module but don’t have access to the Analytics module. This will make it difficult for agents to share reports in Analytics with others. We will be migrating all the roles and accesses from the legacy Reports module to the Analytics Module to eliminate this. This migration will happen in November 2022.

For more information about how the roles will be migrated and the changes (if any) are mentioned in details here.


Things you shouldn’t worry about:

  • No action/confirmation is required from the customer’s end for performing the migration. We will be taking care of that end to end for you

  • Customers will not experience any downtime of Analytics module during the entire migration period

Feel free to reach out to us at for any support or query.