TABLE OF CONTENTS

• Plan-based usage limits for all the customers
  • 1. Enterprise, Pro, and Growth Plans
  • 2. All Other Plans
  • Plan-based usage limits for unresolved metrics

To help maintain reliable and consistent reporting for all Freshservice customers, usage limits are implemented in Analytics, especially on the reporting duration. These limits differ by plan type.

Plan-based usage limits for all the customers

1. Enterprise, Pro, and Growth Plans

There is no usage limit on reporting duration for customers in these plans. You can apply any date range, including custom time periods.

Note: While reporting is unlimited, all reports still require a date range to ensure consistent performance

2. All Other Plans

For all other plans, a 2-year reporting limit applies. You can report on the most recent two years of data. If you select a custom period longer than two years in the report, you'll be prompted to adjust the date range.

Plan-based usage limits for unresolved metrics

The Unresolved Tickets metric acts as a specialized point-in-time snapshot, measuring open or pending ticket volumes as of the conclusion of a specified reporting time frame.

• Lookback dependency: Evaluating unresolved volumes requires verifying historical state timelines over extended periods, therefore this calculation is directly impacted by the usage limit enforcement.

• Impacted scope: Users will see point-in-time snapshots for unresolved metrics strictly restricted to their plan-based reporting period. This means that Enterprise, Pro, and Growth Plans will continue to see unresolved metric data without any restrictions. All other plans will have their unresolved metric data limited to the recent 2 years.