Curated reports in Freshservice for MSPs are a set of prebuilt, out-of-the-box reports designed to help you quickly analyze key metrics without building reports from scratch. These reports come with predefined filters and visualizations that cater to common reporting needs across organizations.


Curated reports offer several usability advantages that help teams save time and gain quick insights:

  • Predefined filters for ease of use: Each curated report includes commonly used filters by default, allowing users to:

    •  Quickly drill down into relevant data without manual configuration.

    • Minimize time spent setting up report parameters.

  • Comparison with Overall Metrics : Curated reports display overall average metrics at the top, followed by the actual metric values. This helps users:

    • Instantly identify areas where performance is above or below the organizational average.

    • Spot trends and anomalies with minimal effort.

  • Top/Bottom N Insights: Where applicable, reports highlight the top or bottom N records for specific metrics. This helps:

    • Identify the highest-performing and lowest-performing categories.

    • Make informed decisions based on extremes or outliers.

Accessing curated reports

To access the Freddy AI Copilot Overview report:

  • Go to Analytics > and select [curated report]. The report's Overview tab opens.

You can use the following curated reports for a analyzing data:

  • Agent Performance

  • Agent Group Performance 

  • Service Performance for Clients 

  • Client-specific Summary of Ticket Resolution 

  • Service Desk Essentials Agent Performance 

  • Client Satisfaction Survey Insights 

  • Solution Articles: Effectiveness and Status 

  • Active Users across Clients