TABLE OF CONTENTS


Introduction to FUP
We are introducing a Fair Usage Policy (FUP) for Freshservice Analytics customers. Please note that there is no immediate impact to your existing reports. You can continue to create and edit reports without any restrictions. It is business as usual for you till Nov 5th, 2024. After this date, only those reports that continue to violate the Fair Usage Policy will be moved to the Trash folder, where they will remain for another 180 days before being permanently deleted if no action is taken.

What is FUP and why are we implementing it?
We are implementing safeguards in some of our analytics capabilities to ensure that all our customers have an uninterrupted, performant, and smooth reporting experience. 

Who will be impacted by this implementation?
If you have created reports, data exports, or schedules in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.

How can I view the FUP violations in Freshservice?

Fair usage policy violations will be indicated within Reporting -> Analytics starting May 16th, 2024. Any reports violating FUP will be flagged along with instructions to modify them before Nov 5th, 2024, for you to continue using them.

What should you do?
Please follow the on-screen banners and prompts that are displayed from May 16th, 2024. These appear only if you have violations in any of your reports. If violations are found for a report, edit the report by following the on-screen recommendations. Fix all violations before Nov 5th, 2024. The FUP violation messages appear in the following locations from May 16th, 2024:

  1. Reports Home page 


  1. FUP Violated Reports Section 


  1. Inside Violating Reports


*The date in the above screen is for indicative purposes only.


Within the report, click on either the 'recommendation' link in the banner or the "View recommendation" button from the pop-up (if you hid the banner earlier) to view the list of violations for the report. Follow the "Recommendations" listed on the screen. Head to the corresponding "Area" shown (at a report, page or widget level) and follow the recommendations to fix the violations in that area.



What will change once the FUP is implemented?

Once the FUP is implemented on Nov 5th, 2024, customers can use Freshservice Analytics only within specific FUP limits.

When doing so, youwill see specific FUP violation messages conveying the applicable limits.
 

All existing reports not modified to comply with FUP limits before Nov 5th, 2024, will be moved to the Trash folder. To recover these reports from the Trash folder, they must be modified to comply with FUP limits.


Here are the FUP violation messages that will be displayed if reports in Freshservice Analytics in your account violate the FUP after Nov 5th, 2024:



    
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Frequently Asked Questions (FAQs) on FUP  


1. Why am I seeing a banner about Fair Usage Policy (FUP) when I open Analytics? 

You will see a Fair Usage Policy (FUP) banner if you have reports that violate the new FUP policy. The banner will disappear when you take the specified action.

2. I followed the instructions but still see the banner.

Please save the report and continue to click on the 'recommendation' link in the banner or the "View recommendation" button from the pop-up. This will refresh the violations list immediately and you can view the updated violations for the report.


3. I see a mismatch between the number of reports I can see vs. the number of reports that have violated the FUP. 

Based on admin permissions, you may only see some reports within your organization. Meanwhile, the FUP banner shows all the reports that are violated across the organization. You may therefore find a mismatch between reports you can see (or) access v/s reports that violate the FUP.

4. What happens if I approach or exceed the FUP limits before Nov 5th, 2024?

Please note that there is no immediate impact to your existing reports. You can continue to create and edit reports without any restrictions. It is business as usual for you till Nov 5th, 2024. Any new violations you may introduce in the interim will be notified to you within 24 hours. However, it is recommended to adjust your usage patterns to stay within the limits to ensure a smooth transition. After Nov 5th, 2024, only those reports that continue to violate the Fair Usage Policy will be moved to the Trash folder, where they will remain for another 180 days before being permanently deleted if no action is taken.


5. I got a notification that my reports were moved to Trash. Can I get them back?

After Nov 5th, 2024, only those reports that continue to violate the Fair Usage Policy will be moved to the Trash folder. These reports will remain for another 180 days before being permanently deleted if no action is taken. However, you can recover these reports by navigating to the Trash folder and clicking on these reports. You must resolve all pending violations before you can recover them.


Steps to address FUP violations


1. How do I add a 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. A date range functions as a filter that influences the data retrieved within those specified periods.

  • To add a report-level date range, navigate to Filters → Report Filters, and then click "+ date range". This filter will apply to any metrics you create within this report.
  • To add a page-level date range, navigate to Filters → Page Filters, and then click "+ date range". This filter will only apply to metrics you create within this page in the report.

To learn more about the different types of filters, Date Ranges or Date Range Dimension, please check this article.

2. What happens if I enable the "Apply to all metrics in this report" checkbox?

You can utilize the "Apply to all metrics in this report" checkbox available within the report-level date range. This feature ensures the application of the report-level date filter to the entire report down to all the metrics. You will notice the default Date Range Dimension filter automatically enabled across all metrics in the report when this checkbox is selected. In this example, the Date Range Dimension is mapped to the Created Date. This is configurable and can be replaced with any other date fields as needed.

To learn more about the different types of filters, Date Ranges or Date Range Dimension, please check this article.

3. How do I add a widget to a report or remove a widget from a report?

To add widgets to a page that belongs to a report, 

  • Make sure you are in the report edit mode (by clicking on Edit button)
  • Click the "Add Widgets" button to add reports

To remove an existing widget,

  • Make sure you are in the report edit mode (by clicking on Edit button)
  • Select the widget you want to remove
  • Click on the 3-dots on the widget and click "Remove Widget"

To learn more about widgets, please check this article.

4. How do I add a metric to a widget or remove a metric from a widget?

To add metrics to a widget in report, 

  • Make sure you are in the report edit mode (by clicking on Edit button)
  • Add or select the widget where you wish to add the metric (a default metric will be added for you if this is a new widget)
  • Click the "+ metric" button to add more metrics


To remove an existing metric,

  • Make sure you are in the report edit mode (by clicking on Edit button)
  • Select the widget from which you want the metric to be removed
  • Click on the 3-dots on the metric and select "Delete"

To learn more about metrics, please check this article.


Reach out to us at support@freshservice.com if you have further queries.