SLA & Change Analytics documentation

Requirements and access

The app uses the Freshworks platform 3.0 full-page location for Freshservice. When an approved installation becomes available, an administrator must configure the Freshservice subdomain and an API key with access to the intended tickets and changes. Hosted tenant behavior and plan compatibility have not been verified.

All app viewers share the configured API key access scope. Restrict app visibility to authorized reporting users; the app does not substitute each viewer's personal Freshservice permissions.

Configure and build a report

• In app settings enter the Freshservice subdomain, for example acme for acme.freshservice.com, and the API key. Verification makes a read-only request for one ticket before settings can be saved. Do not send the key to support.
• Open the full-page dashboard and choose created-from and through dates, up to 93 inclusive UTC days. Confirm the exact change outcome custom field key and the success and failure text values before loading.
• The defaults cf_change_outcome, successful and failed are examples, not verified tenant mappings. Matching uses exact values; Closed change status 6 alone is not success.
• Load the report, then review snapshot time, coverage and partial-result messages before interpreting totals. The sample option contains synthetic data and does not establish tenant behavior.
• Choose elapsed time or weekly UTC business hours for durations. Inspect a ticket to display retained observed status intervals. Save view stores configuration in this browser, not report data.

Interpret SLA and change figures

• First response and resolution count separately. Completion after fr_due_by or due_by breaches; overdue incomplete commitments breach. A missing deadline is Unknown. Resolved/closed records without a completion timestamp are also Unknown.
• The SLA rate is Met / (Met + Breached). Pending and Unknown commitments are excluded. This compares returned deadlines and available timestamps; it does not reconstruct native SLA pauses or policy history.
• Change success rate is Successful / (Successful + Failed). Unknown outcomes are excluded, so inspect their count and validate your configured mapping.
• Workload uses current assignment for the selected created-date cohort. Resolved status 4 and closed status 5 are excluded from Active. These figures are not total tenant backlog, historical assignment or effort tracking.
• Unfinished resolution duration is unknown. Weekly business hours cover Monday through Friday in UTC with configurable opening and closing hours, without holidays, tenant calendars, daylight-saving changes or policy pauses.

Coverage and observed history

• Requests scan all workspaces accessible to the API key (workspace_id=0), 100 records per page and at most 300 sequential pages for each resource. An updated_since scan is followed by created-date filtering. Pagination is not an atomic snapshot; records can change during loading.
• A cap, cancellation or API failure can leave a partial report. Narrow the date range and inspect warnings. The include=stats ticket request consumes additional Freshservice API credits; these are platform quota usage, not a new service purchased by this website.
• Ticket create/update events record status IDs and timestamps in Freshworks key-value storage after installation, with up to 120 events retained for 90 days per ticket. Missing events or concurrent writes can leave gaps; pre-install transitions cannot be recovered.
• The last displayed interval ends at the report snapshot. Deleted-ticket history expires through the storage TTL; this module has no supported ticket-delete event.

Downloads and troubleshooting

• CSV and Excel-compatible SpreadsheetML .xls files are generated in your browser. The Excel file is not native .xlsx and may trigger a format warning. Exports include scope, snapshot, partial status and currently displayed observed intervals.
• 401: check the configured API key. 403: check its ticket/change access and app visibility. 404: check the subdomain or record. Do not paste keys, raw API responses or customer records into support email.
• 429: the report stops without automatic retry and displays a reset time derived from Retry-After (or a fallback). Wait until the displayed time before a manual retry with a narrower range. Do not intentionally exhaust live account quota.
• Client unavailable: open within Freshservice. Sample data can illustrate the interface but does not validate the hosted SDK handshake. Missing intervals can reflect pre-install dates, retention limits or incomplete event delivery.

Data handling and security

Read the product privacy and security pages before configuring shared API access or distributing exports.

FS2 privacy

FS2 security