To help maintain reliable and consistent reporting for all Freshservice customers, usage limits are implemented in analytics, especially on the reporting duration. These limits differ by plan type.

Plan-based usage limits for all the customers

1. Enterprise, Pro, and Growth Plans

There is no usage limit on reporting duration for customers in these plans. You can apply any date range, including custom time periods.

Note: While reporting is unlimited, all reports still require a date range to ensure consistent performance.

2. All Other Plans

For all other plans, a 2-year reporting limit applies. You can report on the most recent two years of data. If you select a custom period longer than two years in the report, you'll be prompted to adjust the date range.

For the customers who are part of the major migration 

Important dates to note:

• By March 31, 2026, reports that were not updated during the major migration, and continue to remain without a report date range, have been moved to Trash. Consequently, all linked schedules and subscriptions for these reports have been paused.
  
  

• Restoration period: Reports moved to Trash will remain there for 180 days. During this period, you can continue to fix and recover these reports before they are permanently deleted.
  
  

• Automatic resolution is still available for reports that were moved to Trash and will be available to the owners of the affected reports.

How to identify and fix affected reports in Trash

Owners of reports requiring a report date range will see on-screen banners highlighting the issue, along with options to fix it.

Here are the options to update these reports. 

Option 1: Use the automatic resolution

At the individual report level:

1. Open the affected report.

A banner, displayed at the top of the report will guide you through the issue.

2. Click “See how to resolve your reports”

3. Follow instructions under the “Request for automatic resolution of your reports” option in the next screen.

Note: If the report is eligible for automatic resolution, the fix will be applied instantly.

At the account level (bulk update):

1. Go to the Analytics home page.

A banner, displayed at the top of the page will have the count of reports (that you own or have edit access to) needing resolution.

2. Click “See how to resolve your reports”

3. Follow instructions under the “Request for automatic resolution of your reports” option in the next screen.

⚠️ Note: Once auto-resolution is triggered, please avoid editing these reports for the next 24 hours while the request is being processed.

Option 2: Manual fix

1. Open each affected report.

2. Manually add a report date range and save the reports.

Note: It may take up to 24 hours for the reports to be accepted as resolved by the system and the banner to reflect this.

The following topic will help you with applying the date range filters:

To add a report 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. Analytics safeguards mandate a report date range.

To add a report date range, 

1. Navigate to Filters → Report Filters, and then click "+ date range". 
   This filter will apply to any metrics you create within this report. 

2. Select the “Apply to all metrics in this report” checkbox to apply the date range to all the metrics in your report. 

3. Save your report.

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

3. Frequently Asked Questions (FAQs)

Q1. What are usage limits in analytics and why are they needed?

To help maintain reliable and consistent reporting for all Freshservice customers, some usage limits are enforced in analytics, especially on the reporting duration. These limits apply differently across plan types. Details are given above in the same article.

Q2. Why am I seeing a banner about the report date range when I open Analytics?

This banner appears because you have reports that require a report date range. These reports were previously highlighted for updates. Following the conclusion of the major migration on March 31, these reports have been moved to the Trash. You still have 180 days to add a report date range and restore them. Once you update these reports, either manually or using the automatic resolution option, the banner will automatically disappear.

Note: It may take up to 24 hours for the system to mark the reports as resolved and update the banner accordingly.

Q3. How can I access my reports that were moved to Trash?

You can access the “Trash” folder from the left-hand panel on the Analytics homepage (just above the Settings button). From there, use the “Reports needing date range” filter to quickly find your reports.

Q4. Who can view and act on these reports in Trash?

• Report owners and users with access can view these reports in Trash. 

• Only report owners have the ability to update and recover them, either manually or by using the automatic resolution feature.

Q5. Can I fix these issues automatically?

Yes! We’ve introduced a new auto-resolution feature that can:

• Fix individual reports with one click.

• Resolve issues across multiple reports in one go.

Where auto-resolution isn’t applicable, a manual fix is suggested.

Q6. What happened to my schedules and subscriptions? Some of them don't seem to be working.

When reports were moved to the Trash, their associated schedules and subscriptions were automatically disabled. You can easily re-enable them once you update and recover the corresponding reports from the Trash.

Q7. What happens if I do nothing?

If these reports remain in the Trash for 180 days without updates, they will be permanently deleted. Any associated schedules and subscriptions will also remain disabled.

Q8. I’ve dismissed the banners and can’t bring them back. What should I do?

When dismissed, banners collapse into a warning icon on the relevant pages. You can click the icon at any time to reopen the banner.

Q9. Will adding a report date range affect my data or only the way it is reported?

A report date range does not change your underlying data. They only filter or restrict the data based on the date ranges used when reports are generated.