Integrating with Freshservice

Advanced Analytics for Freshservice helps you analyze IT service desk data, track performance, and identify key trends.

General

1. What is Analytics Plus?
2. What are the highlights of this integration?

Setup

1. How do I integrate Analytics Plus with Freshservice?
2. How long should I wait for my Freshservice data to appear in Analytics Plus initially?
3. What should I do when the data synchronization fails?
4. How frequently can I synchronize my data?
5. Can I edit the synchronization settings?
6. Can I synchronize my Freshservice data instantly?
7. How do I create custom reports over my Freshservice data?
8. Can I set up the Freshservice integration in existing workspaces of Analytics Plus?
9. How do I remove the Freshservice setup?

Reporting Features

1. What are the report types supported by Analytics Plus?
2. Can I modify the pre-built reports that are offered as part of the Freshservice integration?
3. How do I create reports using fields/columns across different Freshservice modules?
4. What are formulas in reports?
5. Is it possible to create custom formulas in Analytics Plus?
6. Can I modify the tables imported from Freshservice?
7. Can I add new columns to the tables imported from Freshservice?
8. Can I import new tables into the Freshservice workspace?
9. Can I combine data from other sources with the data from Freshservice and create reports and dashboards?

• What are Query Tables?

Sharing & Collaboration

1. How do I share reports, dashboards, and tables in Analytics Plus?
2. Why are my colleagues unable to access the reports I create?
3. Can other users create reports using the tables in the Freshservice workspace?
4. Is it possible to share the same report to multiple users so that they each see different data?
5. Can I export a report or a dashboard?
6. How do I print the reports and dashboards created in Analytics Plus?
7. Can I email reports and dashboards at scheduled times?
8. Can I embed reports?

Help & Support

1. How do I get technical support on Analytics Plus?
2. Can I have a personalized demo of this integration?

General

1. What is Analytics Plus?

ManageEngine Analytics Plus is an on-premises reporting and business intelligence application that helps you analyze your IT data and create insightful reports & dashboards for informed decision-making. It offers the following important capabilities:

• Import data from local files, web feeds, local and cloud databases, and cloud storage/drive.
• Displays data in an easy-to-view excel format.
• Build custom reports and dashboards easily, with the drag-and-drop report builder.
• Supports powerful visualizations in the form of charts, pivot tables , summary views, tabular views, and dashboards. 
• Generate reports and KPIs in seconds with Zia, Analytics Plus' intelligent analytics assistant powered by Machine Learning and Artificial Intelligence.
• Create custom formulas using the built in formula engine that contains a wide range of mathematical, statistical and logical functions.
• Share reports and dashboards with your colleagues easily, through a wide range of collaboration features. 
• Export and publish reports and dashboards in various formats, and configure permissions and filters for the views.
• Supports out-of-the-box integrations with a wide number of applications, to give you pre-built reports and dashboards on your application's data within minutes.

2. What are the highlights of this integration?

Analytics Plus seamlessly integrates with Freshservice, enabling you to analyze your IT service management data, derive key metrics, and transform them into actionable insights. The data from the following modules will be synchronized when you set up this integration:

Setup

1. How do I integrate Analytics Plus with Freshservice?

To integrate Analytics Plus with Freshservice, follow the steps detailed in the below presentation.

2. How long should I wait for my Freshservice data to initially appear in Analytics Plus?

After setting up the integration, you might have to wait some time for the initial fetch to complete. Depending on the amount of data in your application, the reports and dashboards might take up to five minutes to display all the metrics. If you access the workspace before the initial fetch, it will not display any data.

3. What should I do when the data synchronization fails?

The import or synchronization process of your Freshservice data can sometimes fail if the credentials are changed, or if the application is moved to a different server. To resolve this, click the Data Sources option from the side panel and click the Re-Authenticate link.

In the popup that appears, click the Authenticate Freshservice button.

4. How frequently can I synchronize my data?

You will be able to synchronize your data in one of the intervals mentioned below.

• 3 hours
• 6 hours
• 12 hours

5. Can I edit the synchronization settings?

To edit the connection and synchronization settings, follow the steps below:

1. Click the Data Sources option from the side panel. This opens the Data Sources summary page, which lists the data sources configured in the workspace.

2. Navigate to the Freshservice data source and click the Edit Setup link.

   

3. In the popup that appears, make the necessary changes and click Save.

6. Can I trigger a synchronization of my Freshservice data on-demand?

Yes. To do this, open the corresponding workspace and select Data Sources from the side panel. In the Data Sources page that appears, click Sync Now.

7. How do I create custom reports over my Freshservice data?

You can easily create custom reports in the form of charts, pivot tables, summary and tabular views in Analytics Plus. Click the corresponding links to learn more about creating reports. These reports can also be organized together to form intuitive dashboards. Refer this documentation to learn more about creating dashboards.

8. Can I set up the Freshservice integration in existing workspaces in Analytics Plus?

Yes. Follow the steps below to do this.

1. Open the required workspace, click the Create button from the side panel, and select the New Table / Import Data option.

   

2. Select the required Freshservice tile in the Import Your Data screen that appears, and enter the details of the required Freshservice account according to the usual setup procedure.

9. How do I remove this setup?

1. Open the corresponding workspace, and click the Data Sources option from the side panel.

   

2. Hover over the data source name, click the Settings icon, and select Remove Data Source from the options.

Reporting Features

1. What are the report types supported by Analytics Plus?

Analytics Plus supports a wide variety of reports, in the form of charts, pivot tables, summary views and tabular views. To learn more about the various types of reports click here. To know more about dashboards and KPI widgets, click here.

2. Can I modify the pre-built reports created on integrating with Freshservice?

Yes. If you are the Server Administrator or a workspace administrator of the workspace in which the integration is set up, click the Edit Design button in a report's toolbar and make the required changes. If you are a user to whom a report is shared, save a copy of the report by clicking Save > Save As, and modify the copied version as needed.

3. How do I create reports using fields/columns across different Freshservice modules?

Columns from different Freshservice modules are joined by default. Therefore, reports can be created over this data by simply dragging and dropping the respective columns in the report builder. Click here to learn more about creating reports.

4. What are formulas in reports?

Formulas are calculations that can be defined using the powerful formula engine to create required reports. Refer this documentation to know more. There are also several default formulas created based on the Freshservice modules. To view the default formulas, open the required table, click Add and select the Edit Formulas option.

5. Is it possible to create custom formulas in Analytics Plus?

Yes. Refer this documentation to learn more.

6. Can I modify the tables imported from Freshservice?

The data from Freshservice is synchronized with Analytics Plus automatically and stored in the form of various tables. Therefore, it is not possible to add data or modify the existing data present in these tables.

7. Can I add new columns to the tables imported from Freshservice?

No. However, you can add Formula Columns and Aggregate Formulas to these tables, to create custom reports. Refer this documentation to know more.

8. Can I import new tables into the Freshservice workspace?

Yes. To do this, open the Freshservice Analytics workspace, click Create from the side panel and select the New Table / Import Data option. You can integrate with other applications, or choose to import data stored in local files, web URLs, local databases, cloud databases and cloud drives. Click the corresponding links to know more.

9. Can I combine data from other sources with the data from Freshservice, and create reports and dashboards?

Yes. To do this, import or add a new table to the Freshservice workspace and define a lookup relationship between the added data and the existing data in the workspace. To define a lookup relationship between two tables, it is essential that the tables have at least one column in common between them. Follow the below steps to establish a lookup relationship.

1. Open the corresponding table, right-click the column header, and select the Change to Lookup Column option.

   

2. In the dialog that opens, select the column from the second table to look up.
3. Click OK.

Click here to learn more about lookup columns.

10. What are Query Tables?

Using query tables, Analytics Plus allows you to import the required data by writing standard SQL queries. This feature also allows you to combine data from different tables, and create reports from the combined data. Refer this documentation to know more.

Sharing & Collaboration

1. How do I share reports, dashboards, and tables in Analytics Plus?

You can share the out-of-the-box reports, dashboards and tables, and the ones you create, with other users easily. Refer this documentation to know more.

2. Why are my colleagues unable to access the reports I create?

The Freshservice workspace can be accessed only by the administrator who set up the integration. To allow other users to access the out-of-the-box reports and dashboards, you can share the reports and dashboards as needed. Refer this documentation to know more. You can also share the entire workspace with a user. Refer this documentation to know more. 

3. Can other users create reports using the tables in the workspace?

Yes. To do this, share the required table with the users with the required permissions and filters. Refer to this documentation to know more.

4. Is it possible to share a report with multiple users so that they each see different data?

Yes, you can do this by creating Variables. This allows you to share the report to several users, with associated filter criteria so that each user can access only the data specific to them. To learn more, refer this documentation.

5. Can I export a report or a dashboard?

Yes, you can export the report or dashboard in various formats such as CSV, EXCEL, PDF, HTML and image. To learn more, refer this documentation. 

6. How do I print the reports and dashboards created in Analytics Plus?

To do this, export the report or dashboard in the required format and print the exported file. To know more about exporting a view in Analytics Plus, refer this documentation. 

Note: To export a shared report or dashboard, the Export permission has to be enabled. 

7. Can I email reports and dashboards at scheduled times?

Yes, you can easily set up email schedules.  Refer this documentation to know more.

8. Can I embed reports?

Yes. You can easily embed reports and dashboards into websites, applications or blogs. Refer this documentation to know more.

Help & Support

1. How do I get technical support on Analytics Plus?

Technical support is free for all users, even during the trial period. You can contact technical support through:

• Email: analyticsplus-support@manageengine.com
• Phone: +1-888-720-9500

You can also get answers straight from our community.

2. Can I have a personalized demo of this integration?

Yes, please register for a demo using the form on this page.