Using Analytics in Freshservice for Business Teams

Note: This feature works the same across all Freshservice products. Some screenshots or articles may reflect older designs, but the functionality remains unchanged. If certain options do not appear in your account, they may not be included in your current plan.

The Analytics module in Freshservice for Business Teams provides deep visibility into your team’s performance. It enables you to measure service delivery trends, monitor SLAs, and create custom reports and dashboards tailored to your department’s goals.

Here are some resources to get started with the analytics platform, understand how metrics are calculated, and learn how to create and customize reports using widgets and visualizations.

Getting Started

• Getting Started with the Analytics Platform

• Generate Intuitive Reports Using Analytics Pro

• Analytics Widgets Glossary

Creating Reports and Widgets

• Learn to Create Reports and Set Up Widgets

• Building a New Custom Report

• Working with Widgets

• Searching for Widgets and Reports

Understanding Metrics and Data

• How Metrics Are Calculated — Explore the Data Dictionary

Visualizing and Customizing Reports

• Visualization in Analytics

• Adding a Text Widget to a Report

• Customize a Report’s Look