Freshdesk includes basic out-of-the-box analytics with its free plan. However, it has limitations when it comes to deep reporting capabilities, such as no options for visualizing metrics against targets, separate reporting for tickets, chats, and calls, and a complicated customization experience. Its knowledge base reports also donât support keyword search reporting for optimization.
Additionally, reporting is siloed across three Freshworks products: Freshdesk, Freshchat, and Freshcaller. You have to run reports for each product, limiting visibility and manually merging the data into a single report or spreadsheet.