TABLE OF CONTENTS

• Overview
• Dual Y-axis Combo Chart
• Treemap Chart
• Word Cloud
• Constant Line

Overview

Freshservice Analytics now features the following advanced chart types designed to bring depth and clarity to your reporting:

• Dual Y-axis Combo Chart: Plot two distinct metrics, such as ticket volume and average resolution time on a single visualization with independent scales.

• Treemap Chart: Analyze the spread of a metric across grouped categories through blocks sized by value (for example, ticket counts across priorities or sources).

• Word Cloud: Visualize the relative prominence of categories (Group by attribute) based on their respective metric values with larger words representing higher values.

• Constant Line: Add a fixed reference line to a chart to interpret data relative to a target, threshold, or benchmark.

These advanced chart types offer greater flexibility in how you visualise metrics, enabling you to turn raw data into actionable insights with minimal effort.

Dual Y-axis Combo Chart

Visualizes and compares two metrics on vastly different scales but shared context (common Group by), enhancing comparative analysis.

For example: This combo chart shows how the tickets count and their first response times are distributed against priority.

Implement these configurations to optimize the output:

• Two metrics: The first metric should have a bar chart, whereas the second metric should have a line chart. The first metric's scale should occupy the left Y-axis, whereas the second metric's scale should occupy the right Y-axis.

• One ‘Group by’.

Treemap Chart

Offers a hierarchical view of data in a compact visual format, ideal for understanding complex Datasets.

For example: This treemap shows distribution of tickets based on priority – Urgent, High, Medium, and Low.

Implement these configurations to optimize the output:

• One metric.

• One or two ‘Group by’.

Word Cloud

Simplifies the analysis of large volumes of unstructured data from customer feedback, enabling

quick identification of prevalent themes and sentiments.

For example: This word cloud shows the count of emails along with the email status.

Implement these configurations to optimize the output:

• Two columns in the raw data: Keywords and their Frequency.

Note: Multiline text fields are not supported. Ensure to configure only single line text fields.

Constant Line

Easily compares performance against benchmarks or identifies trends relative to specific values, crucial for goal setting and performance reviews.

For example: This chart shows the team-wide metrics for average open deals by various teams, along with their target they need to meet. And it appears everyone has achieved and excelled on their targets.

Implement these configurations to optimize the output:

• Select the chart type that supports the constant line feature.

Note: Constant Line is supported for Line Charts, Area Charts, Bar Charts, and Scatter Plots.

• Specify the value for the constant line (benchmark or threshold).

• Configure the appearance of the constant line, such as color, style, and width.