1. Timelines & Eligibility

  1. When will the Legacy Reports module be deprecated?

The reports module will be deprecated in Nov 2022. However from June 2022, customers will be unable to create new reports or edit existing reports in the legacy reports module.

Legacy Reports module

  1. Why are we doing this activity?

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.

  1. Who all will be impacted by this migration activity?

The customers impacted by this activity are those who have access to the legacy Reports i.e. all customers who signed up to Freshservice before 13th March 2020.

  1. Is it a phase wise deprecation? Will other features be removed before the entire module is deprecated?

No. Only the feature to create new reports and edit existing reports will be disabled in June 2022. There will be no other deprecations in the legacy Reports module till Nov 2022.

  1. Will the Reports module be deprecated for all plans?

Yes, the legacy reports module will be deprecated for all plans, (Starter, Growth, Pro and Enterprise) in November 2022. As part of the deprecation, we have already enabled the Analytics module for all our customers in Starter, Growth, Enterprise and Pro plans.

  1. Do we need to take any action to confirm we would like to Access Analytics module? 

No action is required. All customers will have access to the Analytics module. You will find it under the Reporting section.

  1. List of customers who will get Analytics Pro? /How will I know if I have Analytics or Analytics Pro?

All users currently using the legacy Reports module have access to Analytics Pro.

  1. Will there be any downtime in Analytics for the migration of the reports?

There will be no downtime in the Analytics module for this migration.

  1. Will there be a change in my subscription amount due to this migration?


No, there is no change in your subscription amount. This is part of your existing package.

  1. What will happen if we downgrade the plan from Pro or Enterprise plan to Growth or Starter?

You will not be able to make use of advanced analytics. After the downgraded you will have access to only the basic version on Analytics.

11. Are there actions required from our (customer) end for the migration?


No action is required from the customers’ end. You can sit back and relax while we migrate you to a more sophisticated tool for measuring and analyzing your service desk metrics.

2. Changes in Reports

12. Can I still create reports using the Reports module after depreciation?

No, you cannot create new reports using the Reports module after depreciation (i.e. after June 2022).

13. What will happen to the existing reports in the legacy Reporting module?

A copy of existing reports in the Legacy module will be created in Analytics.

All reports in the Legacy reports module will continue to be available in read-only mode till Nov 2022.

14. How will I Identify the migrated reports in the Analytics module?

The migrated reports will have the prefix {{Module}} Report: prefixed to it. For example, a ticket report of the name "Agent ticket summary report" will be migrated as "Tickets Report: Agent ticket summary report"..

15. What will happen to schedules ?

Schedules set in the reports will continue to be sent from the Reports module till Nov 2022. These schedules will also be migrated to the Analytics module in the turned-off state along with the reports. 

In November, when the Reports module will be deprecated, schedules in The Reports module will be turned off and all the migrated Analytics schedule will be turned on.

16. What will happen to all the user access/ roles’ privileges?

All the roles’ privileges that are granted in the Reports module will be imported to the Analytics module during Nov’2022.This will automatically provision Analytics access to users who did not have Analytics access but had access to Legacy  Reports . Moreover, if there are any access rules already defined in the Analytics module, those will stay as it is and the access provided in the Reports module will get added.

3. Reports vs Analytics

 17. Is there any difference between the Legacy reports and the Analytics module?

Yes, there are some differences between the two. These are:


Reports Module

Analytics Module

Reporting on all modules

3 modules available Changes, Assets, Tickets

Wider modules & cross module reporting. Change, Assets & Tickets module included

Data Export

Data can be exported is csv, .xls & pdf

Data can be exported in pdf & csv format and can be seamlessly integrated with other BI tools

Report Formatting and styling

Limited features

Multiple widget templates. Option to enter GIFs & images. Styling options for widgets

Subscribe & Schedule 

Reports can be scheduled but cannot be subscribed

Schedule reports to be delivered to the email id of other users, subscribe to a report to get timely update on the metrics

Reports Sharing

No option available

Beta: Users can share created reports with other members of the team that are not in the system

Present Dashboard

Simple chart & tabular view

Interactive charts. Quick insights through hover & click

Ask Freddy

No sophisticated AI search available

AI bot available to Analytics Pro customers. 

Custom Metrics & Custom Attributes (beta)

Not available 

Available in beta


Performance issues with larger volumes of data

Handles larger volume of data with a shorter time to sync

      18. Is there a possibility of data mismatch between reports and the analytic reports?

Reports in Analytics are more updated as its sync time is thirty minutes. In the legacy reports module custom reports sync take four hours and default reports sync takes one day. Data mismatch between migrated reports and reports in the Reports module may happen as the Reports module support merged tickets but the Analytics module do not.

4. User access to Analytics

19. How do I ensure agents have access to the Analytics module?

Users with admin access can ensure the View Analytics permission under Reports is enabled for the required users. If an agent is unable to view the module, the admin can edit their role to ensure all agents with the role can use the module. The admin can also create a new role for Analytics and assign it as required.

20. Are there actions required from our (customer) end for the migration?


In case users want to modify the roles privileges in the Analytics module that are different from the ones that will get migrated, admins may need to make those changes.

21. Where can I learn how to use the Analytics module? / Are there articles or videos on how to use the new features in the Analytics module?

Yes, one can learn more about how to navigate the Analytics module here.

22. Can non-agents (requesters) get access to Analytics?


Non-agents cannot directly access Analytics. However, agents can export reports in Analytics to non-agents as PDF and CSV files via schedules.

23. How will agents access analytics between May to Nov 2022, before the role migration happens?

Admins can ensure the View Analytics rule under Reports is enabled for the required agents. If an agent is unable to view the module, the admin can edit their role to ensure all agents with the role can use the module. The admin can also create a new role for Analytics and assign it as required.

24. What will happen to the feature requests I had raised for Reports?

No new upgrades will be added to the Reports module. The feature request will be considered for Analytics if it isn’t already resolved through the existing features in the Analytics module. 

25. I see a Project Analytics tab in Reports, is this related to the migration?

No, Project Analytics is an existing module and is not related to the Reports deprecation. Currently, there will be no change to the Project Analytics module.

Do you still have questions regarding the Reports deprecation? Get your answers by dropping an email with your queries to support@freshservice.com

26. When exporting report data to an email or in PDF format, is the underlying data limited to a certain number of rows? Is there a way to increase this?

For customer accounts in which legacy reports have been deprecated, the data exports are restricted to 50000 line items. This could shrink the full data size. The best way to extract data is to apply necessary filters in order to optimize the no. of rows to < 50000. For larger data sets, it's best to download in CSV or excel formats.
For accounts with the new Analytics module, in case you need large data sets in PDF formats, do reach out to us at support@freshservice.com or raise a support ticket & we’ll try to increase the limits for you if possible based on your use case.