We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.


With the all-new chat analytics, you can get real-time data without having to wait hours for the reports to be generated. The two ways in which you can get real-time reports are

1. Marketplace product events: 

Click on this link to get all the details on the various marketplace events, attributes, and benefits


2. Dashboard APIs

All the data on the Freshdesk Messaging dashboard is available in real-time through dashboard APIs. You can make API calls and fetch this insight. The API rate limit is 100/minute. 

Click on this link to get all the details on the various instant dashboard API metrics available. 


The other ways of exporting your reports are:


Exporting through Reporting APIs:
Reporting APIs provide an extensive set of reporting data sets, which can be used to fetch raw data and create reports/generate insights by feeding the raw data into BI tools. 

The extract APIs rate limits and time duration are given here:

Event name

Per day limit 

Max Timerange

Resolution limit

Agent-Activity

120

1 month

15 months

Agent-Intelliassign-Activity

120

1 month

15 months

agent-performance

50

24 hrs

-

Chat-Transcript

120

1 month

-

classic

120

24 hrs

-

Conversation-Agent-Assigned

120

1 month

15 months

Conversation-Created

120

1 month

15 months

Conversation-Group-Assigned

120

1 month

15 months

Conversation-Resolution-Label

120

1 month

15 months

Conversation-Resolved

120

1 month

15 months

CSAT-Score

120

1 month

15 months

First-Response-Time

120

1 month

15 months

Message-Sent

120

1 month

15 months

Resolution-Time

120

1 month

15 months

Response-Time

120

1 month

15 months



Here is the set of reporting APIs and the data definitions for each column. 

You can also get these reports available through marketplace apps, without making any API calls:


Exporting bot data to your AWS:

Usually, we send your bot reports as a CSV file to an email address of your choice. However, if you’d like to export your bot data to AWS instead of receiving it via email, we can help you do so by pushing all your data to S3. 
Click here to know more.


Exporting data about your bot behavior:
It is essential to understand the behavior of your bot. You can learn more about how your bots behave and get insights into what parts of the stories work and what interactions require additional improvements by exporting your bot data and analyzing it. With the power of exporting your data, you can determine which bots have the highest conversation completion rate and also a breakdown of how your visitors interact with each bot action.
Click here to know more.