Freshworks named a Strong Performer in the Forrester Wave™: Enterprise Service Management, Q4 2021 Access Report

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With Analytics in Freshservice, 

  • Users can pin reports to a dashboard to effectively monitor their service desk performance
  • Rich visualisations with interactive drill-downs
  • Reporting across all modules (tickets, tasks, problems, changes, release, groups, users, departments)

30 people like this idea

The dashboard view is really starting to come together now. Way to go guys!

Is there an estimated release date for this feature?

This view looks really impressive, would be so useful.

Do we know when this is available? 

Does this mean that reports will now display real-time data and we will no longer have to wait a day or more to generate accurate report after changing data? The current setup with report data being at least 24 hrs out of date is not usable when trying to present to client.

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Hello all, 

Thank you for the feedback! The feature is currently in the testing phase and we're targeting to ship it by the end of Q1.  

@Phill - The time sync for 'Analytics' is 30 mins. We will be working towards reducing the time sync further in the upcoming releases. 

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Will that include the Round Robin reports?

from which we can view how long each agent was available during certain interval.

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Any closer to a ship date ?

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Any update?

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I was wondering the same thing

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Any update on this?

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Would really like to know when we'll get our hands on this. Something my team really needs!


Hello all,

The Analytics feature is currently in private beta and we are working on minor enhancements/fixing issues. We are targetting end of April for a general beta and follow that with a release in early May. Will let you know once we are ready for a rollout. 

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Is there any way of signing up for the private beta? I'm really keen to get a go on it and my team would really see the tangible benefits so would be easy for us to give any feedback.

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If it is possible can I also request Beta access to the analytics please :)

Does this also allow direct integration with PowerBI?

And/Or can the FreshService Analytics board be shared with 'external' users, or requesters? (i.e can we share the dashboards with our management/board?)


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