Analytics presents you with pre-defined metrics that you can use to build reports and display the data in graphs and images. A report comprises many small reports called widgets that represent different metrics used to calculate business performances in Freshservice.

If you encounter the error “You’re not allowed to access this widget” while trying to view or edit a widget, perform the below checks to solve the problem.

  1. Check for restrictions in the custom-defined roles.
  2. Check for browser-related issues.

Check for restrictions in the custom-defined roles.

If specific users face this error, check if the user trying to view the widget has permission to view the module the widget represents. For example, if the user cannot view the widgets under the report, “Ticket Backlogs,” it could be because they have restricted access to view the tickets module.

Follow the below steps to check and enable permissions for a custom role,

  1. Navigate to Admin from the menu. 

  2. Under the User Management section, select the Roles option.

  3. Click on the role assigned to the user. Navigate to the Permissions section, and under the Tickets module, check if the View tickets option is selected.

  4. If not, check the box next to the View tickets option.

  5. Scroll down to the Reports module and check if the View tickets option is selected. If not, check the box.

  6. Click on Update to save the changes.

    check and enable access permissions of a custom role


The user will now be able to access the widget.

Perform the following actions to eliminate browser and network-related issues. 

  1. Clear your browser cache and cookies and check if the widget is accessible.

  2. Log into Freshservice in incognito mode and access the widget.

  3. Perform a hard refresh - Ctrl + Shift + R.

  4. Check with your IT team if you have a stable internet connection and enough bandwidth to access Freshservice.

If the issue still persists, please reach out to with a HAR(HTTP Archive Format) file from your web browser to better understand the problem.