And then the Analytics team said... let there be images!

A good report tells a great story. Data can't just stand by itself - it needs text and images to add context and contrast for your presentation. After all, a picture is worth a thousand words (well, some pictures). That's why we added support for image widgets.

You can now make your reports smart and cool by adding images to the page.

  • You can upload up to 10 images per page in a report
  • The format can be a JPEG, PNG, or...drumroll a GIF 🎉
  • The image size limit is 5MB
  • These images can be saved to the gallery and used by all teammates
  • You can change the aspect and opacity of the images

In addition to numbers, charts, tables, and text widgets (with emoji support!), you can get creative and add even more personality to your reports by using custom images. With this and all the customization features in analytics, you can now really design your reports in any way you want. Image widgets are available across all plans!

Announcing chart customization 🎉

2020 was one of those years that felt like it was going by really quickly and slowly simultaneously. When we took a look at what we accomplished over the last year, it turned out to be an impressive list. Here are some highlights from the last year:

  • Customers created more than 100K custom reports and 500K custom widgets!
  • We've launched cross-product analytics for Freshdesk Omnichannel and Freshworks CRM
  • We did a Refresh session with Sarah Jane Peña from Elsevier!

2021 is off to a brilliant start, thanks to some exciting feature updates we have for you. The first is chart customization

Using chart customization, you can make your own choices of the colors on your charts. If you want to specify a negative trend using red and a positive trend using green, you can. If you never want to see the default blue of the analytics widget ever again, you can (this is a more popular ask than you'd believe).

Overall, you can:

  • Change the color of chart elements
  • Change the color of the text on the chart
  • Specify conditions for color customization

Using conditional formatting, you can specify what kind of colors you'd like used in the chart when. The two options available are metric and group by based formatting. For example, if you want to use a consistent color code to refer to low, medium, and high priority tickets, you can. You can also specify conditions based on numbers or percentages like so. You can use functions like equal to, greater than, lesser than, greater than or equal to, lesser than or equal to, not equal to or none of these things, to specify what colors should be used when.

Chart customization is available on all plans where you can create custom reports.

Classification of charts based on colors

  • Unicolor (Bar, Horizontal Bar, Text): You can choose a color for the chart, lines, or text as is applicable. In the case of text, you can choose a color for the number and metric heading.
  • Unicolor: Tables (Table, Summary table, Matrix): Users can pick colors for the header background, header text, cell background, cell text, and lines
  • Palette (Grouped bar, Stacked Bar, Horizontal Grouped Bar, Horizontal Stacked Bar, Pie, Donut, Line, Area, Scatter Plot): Users can create a color palette that works for them. There's no restriction on the number of colors in a palette. The order of the colors in the palette depends on the order of your group by values
  • Sequential palette (Heatmap): Users can choose a color and we'll populate a sequential palette for them (dark to light)

Coming up soon: You can soon customize not just the chart but also its elements like labels, legends, and axes - you can edit them, hide them and even change their position!

Celebrating 100,000 custom reports 🎉

This year has been a year...with lots of events (understatement, we know) and milestones, but if we were to look on the optimistic side, the milestone closest to our hearts is 10 years of Freshworks. But even as Freshworks celebrates 10 years of being the Freshworks Analytics team is celebrating an incredible milestone too: 100,000 custom reports and 500,000 custom widgets have been created by our users. 🎉

Over 2 years, we have worked hard to get data flowing into analytics from 10 different products and 60 different modules, covering (almost) every customer touchpoint. Our engineers put all their efforts into building a consolidated data model and designing an architecture that will allow cross-schema querying and numerous other requirements at scale. The fruit of this is that Freshworks Analytics now powers 11 out of 13 products.

Even as we turn our eyes to bigger milestones, we want to take this moment to thank you. You, the users of this labor of love, are our biggest inspiration. Thank you for using analytics and sending us your feedback directly (or indirectly). We really appreciate it. Onwards and upwards!

Want to get up to speed on Analytics?

Watch our Refresh session - Ramesh Ganapathy, the product lead, talks shop with Sarah Jane Pena, a Reporting Analyst from Elsevier. You can sign up for it here.

Attend Our Refresh2020 Session!

Looking to make the most out of analytics? Join us for our interactive session next week at Refresh 2020 to learn about how you can use leverage Freshworks Analytics and make meaningful decisions in your organization!

ICYMI, Refresh 2020 is Freshworks's virtual, global user conference. It's scheduled for the 27th and 28th of October, 2020. This year, it's going to be a medley of sessions and an itinerary featuring a community of inspirational influencers, thought leaders, star customers, and valuable partners to support and celebrate the evolution of customer experience.

And guess what? One of the sessions will be focused on Freshworks Analytics! Led by the product lead, Ramesh Ganapathy, the session will cover the basics of Analytics and feature a customer speaker - Sarah Jane Pena, a Reporting Analyst with Elsevier. Sarah is the go-to person for Analytics for teams within Elsevier Technology. She’ll be sharing how Freshworks Analytics innovated their way of reporting.

What you'll get from the session:

  • A quick overview of Analytics and what you can do with it
  • A peek at the next 6-8 months on the Analytics roadmap
  • A look at how Elsevier Technology uses Analytics

You can sign up for Refresh here:

The Analytics session is a part of the Platform track so make sure to add it to your path. See you then!

Interactive tours and FAQs

Help will always be given to those who ask for it.

We've added interactive tours for the analytics module! If you're not sure how to use a particular feature, you can click on the "?" icon and find related tours. If you're still not sure, please feel free to raise a support ticket and let us know. 

We've made sure that the list of tours on display are relevant to the page you're on so that you don't have to spend hours scrolling through a list to find the relevant tour. If we've missed out on something, please let us know!

Adding style to multiple widgets in a page

You can style all the widgets in a report page now! You can add: a background color to a page, borders to all widgets in a particular page and style a widget from this page (instead of clicking through to the edit page).

Tip: You can select multiple widgets to edit by pressing 'SHIFT' even as they click on widgets. If you'd like to just revert a particular widget to the page's style, there's a handy button for that too!

Smarter underlying data

We've added the ability to view filtered underlying data on the widget page.

With this, you'll be able to right-click on a specific value in a chart and see the raw data making up that part of the chart. This is a handy extension to our drill-down feature and will allow customers to get into the finer details of what's making up their reports quickly.

Favorite widgets and a new homepage

Hello everyone! I think it's Thursday (but is it really? 🤔), we're all working from home (how's that going?) for the foreseeable future and I've done more dishes than I ever wanted to. But I'm excited that we have an analytics update for you!

We've redesigned the analytics home page to make it cleaner, more intuitive, and attractive. 

Freshdesk product - analytics

A snapshot of the Freshdesk product

You can now star specific widgets from within reports and they'll show up under favorite widgets for easy access.

We've also made it easy to sort reports in different ways, including new ones like last modified by and last modified date.

Show Previous EntriesShow Previous Entries