To ensure that reporting remains reliable and consistent as demand grows for all Freshdesk customers, some usage limits are enforced in analytics, especially on reporting duration. These limits differ by plan type.
Note: This is currently applicable for standalone Freshdesk and Freshdesk reports in Freshdesk Omni only (Customer Service Suite included)
Plan-based usage limits for all customers
1. Enterprise and Pro Plans
There is no usage limit on reporting duration for customers on 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 customers who are part of the major migration
Important dates to note
If you are on an Enterprise or Pro plan:
By March, 2026: Reports that require updates will be highlighted through in-product Analytics banners. An automatic resolution option will also be available to help you bulk-update these reports.
By May 31, 2026: All the flagged reports without report date range need to be fixed by this date to ensure continued access.
What happens afterward: After this date, any report without a report date range will be moved to Trash. When this happens, all linked schedules and subscriptions will be paused as well.
Restoration period: Reports moved to Trash will remain there for 180 days. During this period, you can fix and recover the flagged reports before they are permanently deleted.
If you are on any other plan:
By May 31, 2026: Any report without a date range, or with a date range longer than the recent two years, will automatically be updated to use the maximum 2-year range allowed for these plans
Note: All affected reports will be updated to reflect a report date range of "the last 2 years."
Update reports without a date range
Open each affected report.
Manually add a report date range and save the reports.
To add a report date range filter:
At both the report and page levels, you can create date range filters that apply to the entire report or only to the specific page. Analytics safeguards mandate a report date range.
To add a report date range:
Navigate to Filters > Report Filters, and then click + date range.
This filter will apply to any metrics you create within this report.Select the Apply to all metrics in this report checkbox to apply the date range to all the metrics in your report.
Save your report.
Frequently Asked Questions (FAQs)
Q1. What are usage limits in analytics and why are they needed?
To ensure that reporting remains reliable and consistent as demand grows for all Freshdesk customers, some usage limits are enforced in analytics, especially on reporting duration. These limits vary by plan type. Details are given above in this article.
Q2. Why am I seeing a banner about the report date range when I open Analytics?
If you are on an Enterprise or Pro plan:
This banner appears because you have reports that currently do not have a report date range. The number shown in the banner indicates how many reports you own or can edit that require updates. Once you address the issues in these reports, either manually or using the automatic resolution option, the banner will automatically disappear.
If you are on any other plan:
This banner appears because you have reports that either need a report date range or report on data that exceed the limits of your subscription plan. The number shown in the banner indicates how many reports you own or can edit that require updates. After May 31, these reports will automatically be updated to use the maximum 2-year range allowed for these plans, and no interim action is needed. In the meantime, users can choose to manually update their reports to focus on date ranges within the recent 2-year window.
Note: It may take up to 24 hours for the system to mark the reports as resolved and update the banner accordingly.
Q3. How do I see the list of reports that need an update?
You’ll also see a summary list of all such reports in your Analytics home page. These reports will be listed under the “Reports needing date range” on the left navigation pane.
Affected reports will also have on-screen banners clearly highlighting the issue, along with options to fix it, if applicable.
Q4. What happens before May 31?
If you are on an Enterprise or Pro plan:
There is no immediate impact to your reports before May 31. You can continue creating and editing reports as usual.
While reports can exist without a report date range until this date, we recommend reviewing and updating them early to ensure a smooth transition.
After May 31, any reports without a report date range will move to Trash. These reports can be restored for up to 180 days by making the required updates. After that, they will be permanently deleted, with no way to recover these reports.
If you are on any other plan:
After May 31, any report without a date range, or with a date range longer than two years, will automatically be updated to use the maximum 2-year range allowed for these plans.
Q5. What happens if I do nothing?
If no action is taken by May 31:
If you are on an Enterprise or Pro plan:
Affected reports will be moved to Trash.
You’ll still have 180 days to restore them after adding a report date range.
If you are on any other plan, any report without a date range, or with a date range longer than two years, will automatically be updated to use the maximum 2-year range allowed for these plans.
Q6. Can I fix these issues automatically?
If you are on an Enterprise or Pro plan:
From March, an auto-resolution feature will be available to you that can:
Fix individual reports with one click.
Resolve issues across multiple reports in one go.
In the meantime, or where auto-resolution isn’t applicable, a manual fix is suggested.
Q7. Will adding a report date range affect my data, or only how 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.
Q8. 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.