Analytics Widgets Glossary

Modified on: Tue, 18 Nov, 2025 at 6:20 PM

Note: This feature works the same across all Freshservice products. Some screenshots or articles may reflect older designs, but the functionality remains unchanged. If certain options do not appear in your account, they may not be included in your current plan.

Analytics module in Freshservice allows you to generate intuitive reports for your service desk. A Widget is an analytic chart that displays data in a particular visual format (pie chart, bar graph, etc).

The following are the widgets supported by Freshservice Analytics across all modules.

Tickets Module

Widget	Definition
Total Tickets grouped by Approval Status	View the tickets count grouped by the various approval statuses. (Not requested, Approved and Rejected)
Total Tickets grouped by Assigned Date	View the tickets count grouped by the date on which they were assigned to an agent.
Total Tickets grouped by Category	View the tickets count grouped by their category.
Total Tickets grouped by Closed Date	View the tickets count grouped by the dates on which they were set to the closed status.
Total Tickets grouped by Created Date	View the tickets count grouped by the dates on which they were created.
Total Tickets grouped by Due by date	View the tickets count grouped by dates by which the tickets have to be resolved based on the SLAs set.
Total Tickets grouped by First Contact Resolution Violated	View the tickets count grouped by tickets to which there was a resolution in the first contact.
Total Tickets grouped by First Response due in	View the tickets count grouped by the number of hours by which their first response is due.
Total Tickets grouped by First Response Escalated	View the tickets grouped by tickets which breached the response escalation rules set in SLAs
Total Tickets grouped by First Response Status	View the tickets count which had a first response with or without SLA breaches.
Total Tickets grouped by Impact	View the tickets count grouped by its impact defined.
Total Tickets grouped by Item Category	View the tickets count grouped by Item Category.
Total Tickets grouped by Last Updated Date	View the tickets count grouped by the when they were last updated.
Total Tickets grouped by Merged Ticket	View the tickets count grouped by the number of tickets merged together.
Total Tickets grouped by Priority	View the tickets count grouped by its priority defined.
Total Tickets grouped by Resolved Date	View the tickets count grouped by when they were resolved.
Total Tickets grouped by Resolution Escalated	View the tickets count grouped by tickets which breached the resolution escalation rules set in SLAs
Total Tickets grouped by Resolution Status	View the tickets count which were resolved with or without SLA breaches.
Total Tickets grouped by Source	View the tickets count grouped by where they were raised from (phone, portal, email, etc).
Total Tickets grouped by Sub-Category	View the tickets count grouped by the sub-category defined. (Hardware, network, etc)
Total Tickets grouped by Status	View the tickets count grouped by their status. (Open, pending, resolved, closed, etc)
Total Tickets grouped by Satisfaction Rating	View the tickets count grouped by the rating given by requesters using the Customer Satisfaction(CSAT) Survey
Total Tickets grouped by Type	View the tickets count grouped by the ticket type (Incidents or service requests)
Total Tickets grouped by Tags	View the tickets count grouped by the tags you have used in the ticket.
Total Tickets grouped by Urgency	View the tickets count grouped by their urgency defined.
Average Agent Reassign Count of Tickets	View the average count of how many times a ticket was reassigned to different agents.
Average Agent Reply Count of Tickets	View the average count of replies by agents to tickets.
Average Associated Assets Count of Tickets	View the average count of assets associated with tickets.
Average Avg Response Time in Bhrs of Tickets	View the average time taken by all agents in your service desk to respond to tickets in business hours
Average Avg Response Time of Tickets	View the average time taken by all agents in your service desk to respond to tickets.
Average Child Ticket Count of Tickets	View the average count of child tickets in your service desk.
Average Customer Reply Count of Tickets	View the average count of replies by customers to all tickets.
Average First Response Time in Bhrs of Tickets	View the average time taken by agents to initiate a first response to tickets in Business hours.
Average First Response Time in Chrs of Tickets	View the average time taken by agents to initiate a first response to tickets in Calendar hours.
Average Group Reassign Count of Tickets	View the average count of how many times a ticket was reassigned to different groups.
Average Private Notes Count of Tickets	View the average count of private notes in all tickets.
Average Public Notes Count of Tickets	View the average count of public notes in all tickets.
Average Reopen Count of Tickets	View the average count of tickets which were reopened from a closed or a resolved status.
Average Resolution Time in Bhrs of Tickets	View the average time taken by agents to resolve tickets in Business hours.
Average Task Count of Tickets	View the average count of tasks created in a ticket.
Average Total Cost of Tickets	View the average total cost of service requests with respect to the cost of the items requested.
Average Total Quantity of Tickets	View the average total quantity of service requests with respect to the number of the items requested.

Problems Module

Widget	Definition
Total Problems grouped by Assigned Date	View the problem count grouped by the date on which an agent was assigned to them.
Total Problems grouped by Category	View the problem count grouped by the categories they belong to.
Total Problems grouped by Closed Date	View the problem count grouped by the dates on which they were closed.
Total Problems grouped by Created Date	View the problem count grouped by the dates on which they were created.
Total Problems grouped by Due By	View the problem count grouped by the dates on which they are due to be closed.
Total Problems grouped by Impact	View the problem count grouped by its impact defined.
Total Problems grouped by Item Category	View the problem count grouped by Item Category.
Total Problems grouped by Last Updated Date	View the problem count grouped by the date on which their properties were last updated.
Total Problems grouped by Priority	View the problem count grouped by its priority defined.
Total Problems grouped by Status	View the problem count grouped by its statuses.
Total Problems grouped by Sub-Category	View the problem count grouped by the sub-categories they belong to.
Average Associated Asset Count of Problems	View the average count of assets associated with all problems.
Average Associated Ticket Count of Problems	View the average count of tickets associated with all problems.

Changes Module

Widget	Definition
Total Changes grouped by Approval Status	View the change count grouped by approval statuses (Not requested, Approved and Rejected)
Total Changes grouped by Approved Date	View the change count grouped by the dates on which they were approved.
Total Changes grouped by Assigned Date	View the change count grouped by the dates on which they were assigned an agent.
Total Changes grouped by Category	View the change count grouped by the category they belong to.
Total Changes grouped by Change Type	View the change count grouped by the type of change (Major, Minor, Standard, Emergency)
Total Changes grouped by Closed Date	View the change count grouped by the date on which they were closed.
Total Changes grouped by Created Date	View the change count grouped by the date on which they were created.
Total Changes grouped by Impact	View the change count grouped by their impact.
Total Changes grouped by Item Category	View the change count grouped by Item Category.
Total Changes in In Planning Stage	View the change count grouped by the dates from which they are in the "In planning" stage of the change lifecycle.
Total Changes grouped by Last Updated Date	View the change count grouped by the dates on which their properties were last updated.
Total Changes grouped by Planned Start Date	View the change count grouped by the dates on which they are planned to start.
Total Changes grouped by Planned End Date	View the change count grouped by the dates on which they are planned to end.
Total Changes grouped by Pending Review SInce	View the change count grouped by the dates since which they are in the "Pending Review" stage of the change lifecycle.
Total Changes grouped by Pending Release Since	View the change count grouped by the dates since which they are in the "Pending Release" stage of the change lifecycle.
Total Changes grouped by Priority	View the change count grouped by their priorities defined.
Total Changes grouped by Risk	View the change count grouped by their risk defined.
Total Changes grouped by Sub-Category	View the change count grouped by the categories they belong to.
Total Changes grouped by Status	View the change count grouped by their statuses.
Average Associated Assets Count of Changes	View the average count of assets associated with all changes.
Average Incidents Caused Count of Changes	View the average count of incidents caused by all the changes.
Average Incidents Initiating Count of Changes	View the average count of incidents initiating the changes.
Average Associated Problems Count of Changes	View the average count of problems associated with the changes.
Average Resolution Time in Bhrs of Changes	View the average time taken to resolve all changes in Business hours.

Releases Module

Widget	Definition
Total Releases grouped by Assigned Date	View the release count grouped by the date on which they were assigned an agent.
Total Releases grouped by Category	View the release count grouped by the categories they belong to.
Total Releases grouped by Closed Date	View the release count grouped by the date on which they were closed.
Total Releases grouped by Created Date	View the release count grouped by the date on which they were created.
Total Releases grouped by Planned End Date	View the release count grouped by the date on which they are planned to end.
Total Releases grouped by Priority	View the release count grouped by its priority defined.
Total Releases grouped by Status	View the release count grouped by Status.
Total Releases grouped by Type	View the release count grouped by their type. (Minor, Major, Emergency, Standard, etc)
Average Associated change count of Releases	View the average count of changes associated with all the releases.
Average Associated Asset Count of Releases	View the average count of assets associated with all the releases.

Tasks Module

Widget	Definition
Total Tasks grouped by Closed Date	View the task count grouped by the dates on which they were closed.
Total Tasks grouped by Created Date	View the task count grouped by the dates on which they were created.
Total Tasks grouped by Due By	View the task count grouped by the dates on which they are due.
Total Tasks grouped by Last Updated Date	View the task count grouped by the dates on which they were last updated.
Total Tasks grouped by Module	View the task count grouped by the ITIL modules in Freshservice.
Total Tasks grouped by Status	View the task count grouped by their statuses. (Open, In Progress, Closed)
Total Tasks grouped by Task Title	View the task count grouped by their titles.
Average Notify Before of Tasks	View the average time set to tasks before which the agents have to be notified.

Assets Module

Widget	Definition
Total Assets grouped by Acquisition Date	View the asset count grouped by the dates on which they were acquired.
Total Assets grouped by Assigned Date	View the asset count grouped by the dates on which they were assigned in the inventory.
Total Assets grouped by CI Type	View the asset count grouped by the asset types they belong to.
Total Assets grouped by Created By	View the asset count grouped by the different means by which the assets were created. (Manual creation, Discovery Probe)
Total Assets grouped by Created Date	View the asset count grouped by the dates on which they were created.
Total Assets grouped by Depreciation type	View the asset count grouped by the Depreciation type assigned to them. (Declining Balance, Straight Line and Sum of Years Digits)
Total Assets grouped by Impact	View the asset count grouped by their impact.
Total Assets grouped by Installation Date	View the asset count grouped by their installation dates defined in the inventory.
Total Assets grouped by Last Audit Date	View the asset count grouped by their last audit date defined in the inventory.
Total Assets grouped by Last Updated Date	View the asset count grouped by the dates on which their properties were last updated.
Total Assets grouped by Licence Expiry Date	View the asset count grouped by their license expiry dates defined in the inventory.
Total Assets grouped by Location	View the asset count grouped by their location defined in the inventory.
Total Assets grouped by Mode of Procurement	View the asset count grouped by their mode of procurement defined in the inventory.
Total Assets grouped by Product	View the asset count grouped by the products in the inventory.
Total Assets grouped by State	View the asset count grouped by their state. (In Stock, In Transit, In Use)
Total Assets grouped by Tags	View the asset count grouped by the tags used.
Total Assets grouped by Vendor	View the asset count grouped by the vendors in your organization.
Total Assets grouped by Warranty Expiry Date	View the assets count grouped by their Warrant Expiry Date defined in the inventory.
Average Associated Incidents Count of Assets	View the average count of Incidents associated with all assets.
Average Associated Changes Count of Assets	View the average count of changes associated with all assets.
Average Associated Problems Count of Assets	View the average count of problems associated with all assets.
Average Associated Releases Count of Assets	View the average count of releases associated with all assets.
Average Book Value of Assets	View the average book value of assets defined in the inventory.
Average Cost of Assets	View the average cost of assets defined in the inventory.
Average Disposal Cost of Assets	View the average disposal cost of assets defined in the inventory.
Average Licence Validity of Assets	View the average license validity of assets defined in the inventory.
Average Maintenance Cost of Assets	View the average maintenance cost of assets defined in the inventory.
Average Other Cost of Assets	View the average other costs of assets defined in the inventory.
Average Support Cost of Assets	View the average support cost of assets defined in the inventory.

Users

Widget	Definition
Total Users grouped by Created Date	View the user count grouped by the date on which they were created.
Total Users grouped by Job Title	View the user count grouped by their Job Titles.
Total Users grouped by Language	View the user count grouped by their Languages.
Total Users grouped by Last Updated Date	View the user count grouped by the dates on which their properties were last updated.
Total Users grouped by Location	View the user count grouped by their locations.
Total Users grouped by Tags	View the user count grouped by the tags.
Total Users grouped by Time Zone	View the user count grouped by their Time Zones.
Total Users grouped by User Scope	View the user count grouped by the scope assigned to them. (Global access, Group access, Restricted access)

Groups

Widget	Definition
Total Groups grouped by Created Date	View the group count grouped by the date on which they were created.
Total Groups grouped by Ticket Assignment Type	View the group grouped by how they were assigned to tickets (manual or automatic assignment)
Total Groups grouped by Updated Date	View the group count grouped by the date on which their properties were last updated.
Average Assignment time of Groups	View the average time for which tickets were assigned to different groups.

Departments

Widget	Definition
Total Departments grouped by Created Date	View the department count grouped by the dates on which they were created.
Total Departments grouped by Last Updated Date	View the department count grouped by the dates on which their properties were last updated.

Timesheet

Widget	Definition
Billable Hours grouped by Module	View the number of hours spent on different modules that can be billed.
Non-Billable Hours grouped by Module	View the number of hours spent on different modules that cannot be billed.
Total Hours grouped by Module	View the total number of hours spent on different modules.