Customer support analytics · Freshworks

Freshworks Analytics

Reporting built into Freshdesk's help desk plans, covering tickets, agents and CSAT rather than a standalone analytics product.

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Freshworks Analytics is the reporting layer inside Freshdesk, Freshworks' customer support platform. Every paid Freshdesk plan includes out-of-the-box ticket and agent reporting, real-time dashboards and a monthly benchmark scorecard; the Pro plan adds custom, team-specific dashboards and agent-availability views, and Enterprise adds Freddy AI-driven root-cause alerts, conversational insights and analysis of custom objects. It is not sold as an independent BI product — buying it means buying Freshdesk itself, priced per agent. For teams that already run Freshdesk, it replaces the need for a separate reporting tool for day-to-day support metrics; teams wanting analytics across other systems will still need an external BI layer.

At a glance

Vendor Freshworks
Pricing model Subscription
Free tier No
Deployment Cloud
Open source No
Best for Small-to-midsize support teams on Freshdesk who want built-in reporting without buying separate BI software.

Pricing

Bundled into Freshdesk's per-agent plans; deeper analytics features unlock at Pro and Enterprise tiers.

Plan Price Notes
Growth $19/agent/month billed annually; includes out-of-the-box analytics and reporting
Pro $55/agent/month billed annually; adds custom real-time dashboards
Enterprise $89/agent/month billed annually; adds Freddy AI Insights and custom object analysis

Prices read from the vendor's own page on September 21, 2026. Vendors change prices; check the source before you budget.

Features

  • Out-of-the-box ticket and agent reports
  • Real-time dashboards
  • Monthly benchmark scorecard
  • Custom team dashboards (Pro+)
  • Agent availability dashboard (Pro+)
  • Freddy AI Insights with root-cause alerts (Enterprise)
  • Conversational/natural-language insights (Enterprise)

Integrations

Profile last reviewed September 21, 2026

Alternatives

Zendesk Explore The reporting and dashboarding layer built into Zendesk, not a separate analytics product a team buys on its own. Intercom AI-first customer messaging and helpdesk platform whose reporting covers conversations and Fin AI Agent resolution rates. Gorgias Ecommerce-focused help desk with an AI Agent, billed by ticket volume rather than per agent, with built-in performance reporting.

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Terms to know

Dashboard A visual display of the metrics a team needs to monitor, usually updated on a schedule or in real time. KPI (key performance indicator) A measurable value tracked over time to show whether a team or process is on track toward a goal. Self-service BI BI tooling that lets business users build their own reports and explore data without waiting on IT or analytics teams. Customer satisfaction score (CSAT) A survey metric that asks customers to rate how satisfied they were with a specific interaction, product or purchase.

Related guides

How to choose a customer support analytics tool Most support analytics is a reporting layer bundled into a helpdesk, not a standalone product — decide whether you need that, staffing analytics, or QA scoring.