Last updated: 2018-12-13

Source: https://support.freshdesk.com/support/solutions/articles/235933-what-do-the-green-and-red-arrow-marks-in-the-helpdesk-in-depth-report-denote-

Percentage decrease or increase of the metric that is shown is a comparison to the previous identical time range. For example, if you are looking at a metric of this month, the percentage will be a comparison of the previous month.