Last updated: 2021-02-09

Source: https://support.freshservice.com/support/solutions/articles/50000003282-tracking-insights-for-saas-applications

Once you discover your applications and start managing them, an integral part of SaaS management will be managing your spending by optimizing usage and licenses with a data-driven approach.

With our SaaS Management module, identify redundant and underutilized applications with granular data on who is using what and on how they are being used. With SaaS Insights you can:

  • Get recommendations based on usage data and, regular operational and compliance insights
  • Right size your SaaS subscriptions with smart renewals based on usage data.
  • Track granular, app-specific usage activity with direct integrations.

    • Where do I find it?

    Navigate to the Assets > Software and click on Insights from the top-right corner.

    Enabling/Disabling Insights

    All applications are by default Insights-enabled. If you don’t want usage insights for specific apps (for example, apps that are distributed to the entire organization and you don’t wish to optimize licenses) you can disable the insights by navigating to the required application and disabling the Insights Toggle.

    What are the Insights I can track?

    Note: Click on any recommendation listed in the insights tab to quickly act on it.

    Broadly there are four types of Insights that Freshservice will automatically show you:

  • #### Operational Insights

    • These insights help you ensure that your applications are managed right within Freshservice. The recommendations available under this category are:

  • Needs Review

    • Discovered applications with the status “Needs Review” are listed here. Applications can be moved to the right status after a review.

  • No Owner

    • Managed applications with no owners assigned are listed here. Assign owners to manage your applications better.

  • No Licenses

    • Managed applications with no license setup are listed here. Create them to ensure that renewals are tracked better.

  • #### Usage Insights

    • These recommendations help you track how regularly your users are using the applications.

    Note: These insights lists applications only with an active license

    The recommendations available under this category are:

    Low Usage

  • Users who have underutilized the app in the last 60 days are highlighted. This generally points to an opportunity to notify the users and improve adoption.
  • This recommendation is generated 45 days before a contract is up for renewal.
  • Dismissing the insight will remove it and the No Usage insight will not be shown until the next renewal/expiry.

    • No Usage

  • Users who have not used the application in the last 60 days are highlighted. This generally points to an opportunity to right-size the licenses purchased during renewal.
  • This recommendation is generated 45 days before a contract is up for renewal.
  • Dismissing the insight will remove it and the No Usage insight will not be shown until the next renewal/expiry.

    • Deactivated Users

  • Lists users deactivated in Freshservice who are still assigned to managed applications. This points to an opportunity to de-provision offboarded employees who are still assigned to applications.
  • This recommendation cannot be dismissed until the user is de-provisioned from the application.
  • #### Compliance Insights

    • The recommendations available under this category are:

    Deactivated Users

  • Lists users deactivated in Freshservice who are still assigned to managed applications.
  • This normally denotes offboarded employees still assigned to applications
  • This recommendation cannot be dismissed until the user is de-provisioned from the application

    • You can also act on these insights to right-size your usage and spend using SaaS Actions.