Freshworks · Freshservice

SLA & Change Analytics

SLA, change-outcome and status-time reports for Freshservice teams.

Works with Freshservice
Marketplace Freshworks Marketplace

SLA & Change Analytics at a glance: the problem, what it does, the result.
Real product screen with demo or test data.

Coming soon

Coming to the Freshworks Marketplace

Public documentation is available. Public installation and purchase are unavailable. Freshworks Marketplace acceptance, hosted tenant behavior and billing remain unverified.

Coming soon toFreshworks Marketplace

SLA & Change Analytics is not on sale yet. For Freshworks, you can start today with Saved Bulk Actions.

See the live Freshworks apps

What it does

FS2 is a read-only full-page reporting app for Freshservice. Select a ticket and change created-date cohort, review first-response and resolution commitments against returned deadlines, inspect change outcomes and current workload by pseudonymous agent label, then export CSV or Excel-compatible files. Observed status history begins after installation.

Capabilities

Deadline-based SLA reporting

First response and resolution are separate commitments. Review met, breached, pending and unknown counts. Missing deadlines or missing completion timestamps stay unknown; native SLA pauses and policy history are not reconstructed.

Configured change outcomes

Map your exact custom field key and success/failure values. Unknown outcomes remain separate, and Closed status alone does not establish success.

Current cohort workload

See the latest assignment of tickets in the selected cohort by pseudonymous agent label. Active excludes resolved and closed tickets; this is not the entire tenant backlog.

Observed status intervals

Inspect ticket status events observed after installation, with up to 120 events retained for 90 days per ticket. Missing events and concurrent writes may leave gaps.

Elapsed or weekly UTC hours

Compare durations using elapsed time or a Monday-to-Friday UTC schedule. Tenant holidays, local time zones, daylight-saving changes and native pause rules are not included.

CSV and Excel-compatible exports

Download report scope, snapshot, partial status and operational detail. Excel export is SpreadsheetML .xls, not native .xlsx, and may show a format warning.

Questions

Where does SLA & Change Analytics run?

Freshworks hosts the application and its serverless functions and key-value storage. The app has no external reporting backend, telemetry integration or contact-directory request. API requests target the configured Freshservice subdomain. Freshworks platform processing and retention are separate from app storage.

The full SLA & Change Analytics privacy page

How do I get help with SLA & Change Analytics?

Support for FS2 SLA & Change Analytics is available by email in English and Turkish. Coming soon: public installation and purchase are unavailable.

Email support@atesensoftware.com. We aim to acknowledge every support email within two business days (Europe/Istanbul).

What we do not claim

Coming soon: these pages do not establish Marketplace approval, public installation, customer results, sales or activated billing. Hosted tenant behavior remains unverified.
Deadline comparisons do not reproduce native Freshservice SLA calendars, pauses or policy history. Missing data does not count as a successful outcome.
Reports cover records created in the selected period, up to 93 inclusive UTC days. Pagination caps, cancellation and API failures can leave partial coverage.
Pseudonymous operational identifiers can still be linkable. Installation verification and browser-callable request templates can process raw personal fields; report-field filtering is not a universal data-access boundary.
No security certification, third-party audit or Freshworks endorsement is claimed.

Marketplace

Freshworks Marketplace: Coming soon. No verified public listing, installation link or checkout.