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.
1. Plan-based usage limits
1.1 Enterprise, Pro and Growth
No usage limits apply on reporting duration for customers in these plans. However, to maintain reliability, all reports must include a report date range. Reports that do not have a report date range are flagged to be fixed.
To support cases where complete data is required, we’ve also introduced a “is anything” option in the report date range for these customers.
1.2 All other plans
A 2-year limit will apply on the reporting duration to restrict data to only the 2 most recent years.
Important dates to note:
Update by March 31, 2026: All the flagged reports without report date range need to be fixed by this date to ensure continued access.
What happens afterward: After this date, any report without a report date range will be moved to Trash. When this happens, all linked schedules and subscriptions will be paused as well.
Restoration period: Reports moved to Trash will remain there for 180 days. During this period, you can fix and recover the flagged reports before they are permanently deleted.
2. How to identify and fix affected reports
Reports that do not have a report date range will have on-screen banners that highlight the issue, along with options to fix it. You’ll also see a summary list of all such reports in your Analytics home page.
Here are the options to update these reports.
Option 1: Use the automatic resolution
At the individual report level:
Open the affected report.
A banner, displayed at the top of the report will guide you through the issue.
Click “See how to resolve your reports”
Follow instructions under the “Request for automatic resolution of your reports” option in the next screen.
Note: If the report is eligible for automatic resolution, the fix will be applied instantly.
At the account level (bulk update):
Go to the Analytics home page.
A banner, displayed at the top of the page will have the count of reports (that you own or have edit access to) needing resolution.
Click “See how to resolve your reports”
Follow instructions under the “Request for automatic resolution of your reports” option in the next screen.
⚠️ Note: Once auto-resolution is triggered, please avoid editing these reports for the next 24 hours while the request is being processed.
Option 2: Manual fix
Open each affected report.
Manually add a report date range and save the reports.
Note: It may take up to 24 hours for the reports to be accepted as resolved by the system and the banner to reflect this.
The following topic will help you with applying the date range filters:
To add a report date range filter:
At both the report and page levels, you have the option to create date range filters, which apply to the entire report or only to the specific page. Analytics safeguards mandate a report date range.
To add a report date range,
Navigate to Filters → Report Filters, and then click "+ date range".
This filter will apply to any metrics you create within this report.Select the “Apply to all metrics in this report” checkbox to apply the date range to all the metrics in your report.
Save your report.
To learn more about the different types of filters, Date Ranges or Date Range Dimension, please check this article.
3. Frequently Asked Questions (FAQs)
Q1. What are usage limits in analytics and why are they needed?
To help maintain reliable and consistent reporting for all Freshservice customers, some usage limits are enforced in analytics, especially on the reporting duration. These limits apply differently across plan types. Details are given above in the same article.
Q2. Why am I seeing a banner about the report date range when I open Analytics?
This banner appears because you have reports that currently do not have a report date range. The number shown in the banner indicates how many reports you own or can edit that require updates. Once you address the issues in these reports, either manually or using the automatic resolution option, the banner will automatically disappear.
Note: It may take up to 24 hours for the system to mark the reports as resolved and update the banner accordingly.
Q3. What happens before March 31?
There is no immediate impact to your reports before March 31. You can continue creating and editing reports as usual. And if any reports are found without a report date range during this period, you’ll be notified within 24 hours.
While reports can exist without a report date range until this date, we recommend reviewing and updating them early to ensure a smooth transition..
After March 31, any reports without a report date range will move to Trash. These reports can be restored for up to 180 days by making the required updates. After that, they will be permanently deleted, with no way to recover these reports.
Q4. What happens if I do nothing?
If no action is taken by March 31:
Affected reports will be moved to Trash.
You’ll still have 180 days to restore them after adding a report date range.
Q5. How can I access my reports that were moved to Trash?
You can access the “Trash” folder from the left-hand panel on the Analytics homepage (just above the Settings button). From there, use the “Reports needing date range” filter to quickly find your reports.
Q6. How do I know if a report doesn’t have a report date range?
Reports that don’t have a report date range also have on-screen banners clearly highlighting the issue, along with options to fix it. You’ll also see a summary list of all such reports in your Analytics home page.
Q7. I’ve dismissed the banners and can’t bring them back. What should I do?
When dismissed, banners collapse into a warning icon on the relevant pages. You can click the icon at any time to reopen the banner.
Q8. Who receives notifications about these issues?
Report owners and users with edit or higher access are notified in-app and via a one-time email.
Admins receive a summary of all affected reports across the account, along with report owner details, via a one-time email.
Q9. Can I fix these issues automatically?
Yes! We’ve introduced a new auto-resolution feature that can:
Fix individual reports with one click.
Resolve issues across multiple reports in one go.
Where auto-resolution isn’t applicable, a manual fix is suggested.
Q10. Will adding a report date range affect my data or only the way it is reported?
A report date range does not change your underlying data. They only filter or restrict the data based on the date ranges used when reports are generated.
