Analytics

This occurs when an agent lacks adequate accesses to specific modules. For example: When an agent attempts to access ticket reports but lacks the p...

In some reports, where ticket status is shown against time metrics such as 'Time spent by agent' the report may show the status of a closed ticket a...

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 reso...

This article is applicable if you are trying to sort a table after applying the 'group by' filter.  Sorting (in the ascending or descending order) ...

Have you noticed data mismatch like a mismatch between Total ticket count and underlying data count? This is explained below. When 'total' is chose...

Date fields within Freshservice Analytics follow different formats on each page and is not controlled by the date format settings configured under Admin → S...

Percentage is a comparison calculation. Simply put, it is a ratio between two numbers: the part and the whole. On one hand, you’ll have the number to compar...

This article provides step-by-step instructions for creating reports that clearly visualize parent–child ticket relationships in Freshservice Analytics. The...