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Custom fields in Analytics

  • March 25, 2026
  • 1 reply
  • 19 views
Sonia_Carol
Apprentice

Hello,

 

I know this question has been asked before but I can’t seem to find a way to do it.

I have created fields under Service Category, but I cannot find them in the list of “Group by” items. How do I get them to be displayed there so I can run reports on these fields?

Thank you very much for your help. Ah, I am using Freshservice for Business.

Best answer by Amrit Mishra

​@Sonia_Carol any custom fields that you create in Freshservice (in your case, the new fields created under Service Category) should be automatically available in Analytics to be used as ‘Group by’ items. There are a couple of nuances though:

  • Multi-line or paragraph text fields aren’t supported for group bys.
  • It could take up to 30 mins for these fields to reflect in analytics after you create them in Freshservice.

We are in the process of creating a solution article on this. Hopefully, that will address this going forward. Will share the link here when it’s published.

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    Amrit Mishra
    Contributor
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    ​@Sonia_Carol any custom fields that you create in Freshservice (in your case, the new fields created under Service Category) should be automatically available in Analytics to be used as ‘Group by’ items. There are a couple of nuances though:

    • Multi-line or paragraph text fields aren’t supported for group bys.
    • It could take up to 30 mins for these fields to reflect in analytics after you create them in Freshservice.

    We are in the process of creating a solution article on this. Hopefully, that will address this going forward. Will share the link here when it’s published.

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