Get started with Analytics Basic

Modified on: Tue, 2 Jun, 2026 at 6:56 PM

Note: We've updated our pricing and packaging.

What can you get in Analytics Pro?

Feature	Analytics Basic	Analytics Pro
Reports	Curated Reports	Curated Reports and Custom Reports
Filters	Run time only	Filters with Save
Export Reports	Curated Reports only	All Reports
Metrics Configuration	No	Yes
Group By Feature	No	Yes
Ask Freddy	No	Yes
Presentation Mode	No	Yes

Want to know what more you can get with Pro? Find out here!

Using Analytics, save time drafting reports from scratch to get a complete overview of your service desk performance.

You can access the Analytics module from the AI Insights and Analytics left navigation menu.

Using Analytics Basic, you can use run-time filters on curated reports and export them as CSV files. We have multiple curated reports for you to choose from as follows:

Agent Performance	Changes Overview	Dashboard Overview	Service Desk at a Glance	Service Desk Load Analysis
Inventory Overview	Problems Overview	Release Overview	Service Request Reports	SLA Violations Overview
Tasks Overview	Tickets Backlog	Users Overview

Every widget is a high level, visual representation of your service desk metrics. But, if you want to drill deeper, you can edit the widget. Open a report, and click Edit.

Filter data from a widget

Let’s say you have a widget which shows you the total number of tickets grouped by priority. If you want to view the data for tickets from the last 30 days:

Open the report and widget in which you want to create filters.
Specify the parameters by which you want to filter. For example, Date Range in the last 30 days.
Click Apply to view the updated widget.

You can also view the data used to render the widget using Underlying Data.

Note:

In Analytics Basic, you cannot create new reports or save edits to the curated reports.

Edit a report

You can modify any existing report using the Edit option and update the Chart Configuration, Metrics, or Group By fields as needed.

For users signing up after February 15, 2025, any changes to field or attribute names will sync automatically with reports, eliminating the need for manual updates.

Tip: If your report includes multiple Service items with the same name, adding an additional filter for a workspace or a service item category ensures that you see accurate data in the report. For example, if "Apple MacBook" appears under both Asset Type and Hardware, running a report by Service Item Name will display two entries. Using the appropriate filter consolidates them into unique service items.

Export reports and widgets

To learn about how you can export data from a report/widget, see Export reports and widgets.

What can you get in Analytics Pro?

Using Analytics Basic, you can use run-time filters on curated reports and export them as CSV files. We have multiple curated reports for you to choose from as follows:

Edit a widget

Edit a report

Export reports and widgets