Built-In Reports
Each Freshworks app ships standard reports — ticket volume, response and resolution times, SLA attainment, agent productivity, pipeline health, deal conversion, sequence performance. Start with the standard reports because they’re already validated by Freshworks and most ops questions can be answered there. Build custom only when you’ve confirmed no standard report covers the question. Standard reports are accessible at Analytics -> Curated Reports inside each product.
Custom Reports
The drag-and-drop report builder lets you pick a data source (tickets, contacts, deals, custom modules), apply filters, group by any field, and choose visualization (bar, line, pie, funnel, table, KPI tile). Available on Pro and Enterprise tiers. Save reports as private or shared. Schedule email distribution daily, weekly, or monthly to specific users or groups — push reports to inboxes rather than expecting users to log in.
// Pull report data via Analytics API
fetch(`https://${domain}.freshworks.com/analytics/api/v1/reports/${reportId}/data?from=2026-04-01&to=2026-04-24`, {
headers: { Authorization: `Bearer ${jwt}` }
});Cross-App Analytics
Freshworks Analytics (the unified analytics module) combines data across Freshdesk, Freshsales, Freshservice, and Freshchat in one workspace. Sales pipeline, support ticket volume, and chat deflection in a single dashboard. Available on Enterprise tiers and as an Analytics Pro add-on. Cross-app queries unlock the questions that matter most — “which customer segments generate the most support load relative to ARR” — but require consistent customer-identifier mapping across apps. If your Account ID in Freshsales doesn’t match the Company in Freshdesk, the join fails silently and the dashboard reports nothing useful.
Dashboards
Role-based dashboards as the primary surface for users. Agent dashboards show personal queue and SLA status; manager dashboards aggregate team metrics; exec dashboards show business outcomes (CSAT trend, churn risk, pipeline coverage). Freshworks supports shared org dashboards and personal user dashboards. Pin the right dashboard as the user’s home screen — Admin -> User Profiles -> Default Landing Page — so the right view loads on login.
Publishing
Reports on a schedule beat reports on demand. Weekly reports to leadership at the same time and day so the cadence becomes habit. PDF export for offline review, CSV export for re-analysis. Don’t rely on users checking in voluntarily — push reports to inboxes, and put the takeaway in the email subject line (“CSAT down 4 points week-over-week, full report attached”) so people open the right ones.
Common Failure Modes
Three. First, dashboards built once and never refreshed against business questions — the team’s questions evolve quarterly, the dashboards don’t, and adoption dies. Schedule a quarterly review of every dashboard with the audience. Second, conflicting metrics between dashboards — two dashboards show “ticket resolution time” with different definitions (one excludes pauses, one doesn’t); document metric definitions in a glossary and link to it from every report. Third, dashboards that load slowly because they pull from millions of historical records without filters; cap historical windows to 6 or 12 months and archive older data.
What Changed in 2026
Freshworks Analytics added native support for Freddy Insights generative summaries — a dashboard tile can now contain a Freddy-written paragraph of “what changed this week and why” based on the underlying data. Useful for execs who don’t have time to interpret charts but harmful if you trust the summary without skimming the chart; treat as a starting point for analyst review.
Cost Considerations
Standard reports are bundled in all paid tiers. Custom reports require Pro+. Cross-app Analytics requires Enterprise or the Analytics Pro add-on, which prices per dashboard editor seat (viewers are usually unlimited). For a 50-person org with 3-4 dashboard authors, the add-on is typically lower TCO than building the same in an external BI tool because the data movement cost vanishes.
What to do this week
Open every shared dashboard and check the last-viewed timestamp. Anything not viewed in 60 days, archive. Anything viewed daily, schedule the email so people don’t have to navigate to it.
