The resolution date has been extended to March 31, 2026 (previously November 5, 2025) to give you more time to resolve impacted reports. 

An automatic resolution option will be available by the end of October 2025 to help you update these reports.



TABLE OF CONTENTS


Introduction to usage limits

Usage limits (previously referred to as the Fair Usage Policy or FUP) help ensure that Freshservice Analytics remains reliable, performant, and consistent for everyone.

There are no immediate impacts on your existing reports. You can continue to create and edit reports without date range limitations. 

After March 31, 2026, any reports that still exceed usage limits will be moved to Trash, where they will remain recoverable for 180 days before being permanently deleted if no action is taken.

Who will be impacted?

If you have created reports in Freshservice Analytics that exceed usage limits, you will be impacted by this change.

How can I view impacted reports?

Reports exceeding usage limits will be clearly flagged within Reporting > Analytics. You can also find these reports under the “FUP violated reports” view on the left pane in the Analytics home page. 

These reports will include on-screen guidance to help you update them before the deadline. An automatic resolution option will be available by the end of October 2025 to further help you update these reports. 

What should I do?

  • Follow the on-screen banners and recommendations shown in impacted reports.
  • Update the reports by adding a report date range or applying other suggested changes.
  • By the end of October 2025, an automatic resolution option will also be available to help you with the process.


Where will usage limit messages appear?

Reports that exceed usage limits will be flagged in the following locations:

1. Reports Home page 

  • A banner will appear if reports exceed usage limits.

  • If you hide the banner, a warning icon will remain visible on the page.

  • You can click the warning icon anytime to view the banner again.



2. Usage Limit Exceeded Reports section

  • A dedicated section will list all impacted reports for easier tracking.

3. Inside individual reports

  • A banner will appear if the report exceeds usage limits.

  • If you hide the banner, the warning icon will remain next to the report name.






  • Clicking the warning icon will reopen the banner.

  • Within the banner, select Recommendations to see the specific issues.

  • Follow the on-screen guidance to fix them at the report, page, or widget level.

What will change once usage limits are implemented?

Starting March 31, 2026, Freshservice Analytics can only be used within the defined usage limits. 

  • You will see in-app messages highlighting when a report exceeds these limits.

  • Any reports not updated to comply with usage limits by this date will be moved to the Trash folder, where they’ll remain recoverable for 180 days. During this time, you can update them to meet the required limits before permanent deletion.

Frequently Asked Questions (FAQs) 

1. Why am I seeing a banner about Usage Limits when I open Analytics?
 You’ll see a banner if you have reports that exceed usage limits. The banner will disappear once you update those reports as recommended.

2. I followed the instructions but still see the banner.
Please save the report and click the “Recommendation” link in the banner or the “View recommendation” button in the pop-up. This refreshes the list of issues, so you can see the updated status.

3. Why do I see fewer reports than the number shown in the banner?
 The count in the banner reflects all impacted reports across your organization. Based on your admin permissions, you may only see or access a subset of those reports.

4. What happens if I exceed usage limits before March 31, 2026?
There’s no immediate impact to your existing reports. You can continue creating and editing reports without restrictions. If you exceed the usage limits, you will be notified within 24 hours. However, we recommend reviewing and updating your reports early for a smooth transition. After March 31, 2026, any reports that still exceed usage limits will move to Trash, where they’ll remain recoverable for 180 days before permanent deletion.

5. My reports were moved to Trash. Can I get them back?
Yes. Reports moved to Trash after March 31, 2026, will remain there for 180 days before permanent deletion. You can recover them from Trash, but you must first resolve all pending issues where you've exceeded your usage limits by adding the required report date ranges.

Steps to bring reports within usage limits

1. How do I add a 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. A date range functions as a filter that influences the data retrieved within those specified periods.

  • To add a report-level date range, navigate to Filters → Report Filters, and then click "+ date range". This filter will apply to any metrics you create within this report.

  • To add a page-level date range, navigate to Filters → Page Filters, and then click "+ date range". This filter will only apply to metrics you create within this page in the report.

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

2. What happens if I enable the "Apply to all metrics in this report" checkbox?

You can utilize the "Apply to all metrics in this report" checkbox available within the report-level date range. This feature ensures the application of the report-level date filter to the entire report down to all the metrics. You will notice the default Date Range Dimension filter automatically enabled across all metrics in the report when this checkbox is selected. In this example, the Date Range Dimension is mapped to the Created Date. This is configurable and can be replaced with any other date fields as needed.

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

3. How do I add a widget to a report or remove a widget from a report?

To add widgets to a page that belongs to a report: 

  • Make sure you are in the report edit mode (by clicking on Edit button)

  • Click the "Add Widgets" button to add reports

To remove an existing widget:

  • Make sure you are in the report edit mode (by clicking on Edit button)

  • Select the widget you want to remove

  • Click on the 3-dots on the widget and click "Remove Widget"

To learn more about widgets, please check this article.

4. How do I add a metric to a widget or remove a metric from a widget?

To add metrics to a widget in report: 

  • Make sure you are in the report edit mode (by clicking on Edit button)

  • Add or select the widget where you wish to add the metric (a default metric will be added for you if this is a new widget)

  • Click the "+ metric" button to add more metrics


To remove an existing metric:

  • Make sure you are in the report edit mode (by clicking on Edit button)

  • Select the widget from which you want the metric to be removed

  • Click on the 3-dots on the metric and select "Delete"

To learn more about metrics, please check this article.

Reach out to us at support@freshservice.com if you have further queries.