Note: We've updated our pricing and packaging. 

What can you get in Analytics Pro?

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

TABLE OF CONTENTS

• Editing a Widget
• Editing a report
• Exporting Widgets
• Schedule a widget
• Exporting Reports with unsaved filter

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

You can open your Analytics module by clicking on Analytics from the navigation bar to the left.

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:

Editing a Widget

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. Click the Edit Menu to switch to Edit mode.

Filtering 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 widget in which you want to create filters.

• Now enter the parameters by which you want to filter. For example, type Created date in the last 30 days.

• Click Apply to view the updated widget.

• You can also view the data used to render the widget by hitting the View Underlying Data.

Note:

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

Editing a report

You can modify any existing report by clicking Edit and updating 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.

Exporting Widgets

To export a widget, follow these steps:

1. Select a widget and click Options . 
2. Click Export to Email and select the required format from the list.

You can export the widget in these formats- CSV, XLSX, PDF.

Note: The XLSX format is available only for exporting widgets.

Schedule a widget

You can schedule to export a widget using the Schedule option. Follow these steps:

1. Select a widget and click Options . 
2. Click Schedule.
3. Choose a scheduling interval:  Hourly, Daily, Weekly, or Monthly.
4. Specify the time zone.
5. Enter the email address to which you want to send the widget.
6. Enter the required Subject and Description for the email. 
7.  Select the required format from the Report Format drop-down. You can export the widget in these formats- CSV, XLSX, PDF.
8. Click Save.
   
   

Note: The XLSX format is available only for scheduling widgets.

Exporting Reports

In most cases, you might want to export reports to other reporting applications or to save a report offline. Click Export to email your curated reports as a CSV file. You can export both the graph data and the tabular data.

Exporting Reports with unsaved filter

You can export reports with filters applied at runtime without saving the filter configurations. It enhances flexibility by enabling you to tailor exported reports to specific contexts, making the data more relevant for analysis and sharing.

To export a report with unsaved filters

Follow these steps.

1. Open a report and apply the desired filter.

2. Click Export > Download. The Download PDF Report window will appear.

3. Under Settings, select the Download current view option.

4. Click Download to export the report with the applied filter.
   

Note: The Download current view option is only enabled when you modify an Interactive filter, such as a Date Range on the page or widget.

Exporting charts or widgets with unsaved filters

You can export a chart or widget with the unsaved filter. Once you have modified the interactive filter, follow these steps to export a widget:

1. Select the widget and click Options .

2. Select Download > enable the Current view toggle and select the desired format in which you want to download the chart or widget.
   
   
   
   

How translation works while exporting data?

When you are export data all the newly added default fields will appear in English in the exported data even if your Freshservice application is not set to English language. This is applicable only for any new default field that are added to the application after 15, February 2025.

Note: The existing default field will be translated to language set in the Freshservice application. 

For all the new users registered after 15, February 2025, the default fields will be exported in English irrespective of the application language. This functionality provides the following benefits:

• Ensure seamless exporting with Power BI option
• Use exported data without any error as the exported fields will be in English so there is no issue if the source language is changed.
   

Let's take the following example to understand how translation works. Also, lets assume that the Freshservice application language is set to Spanish