Service Desk Reports

Operational Efficiency

All KPIs on this dashboard reflect performance metrics for the last 30 days, providing a snapshot of operational efficiency within this period.

The following metrics are tracked separately for Incidents and Service Requests:

• First call resolution (in %):  evaluates the ability to resolve issues on the first customer contact. A high rate indicates a proficient support team proactively addressing and resolving user concerns in the first call, thus reducing subsequent tickets and streamlining operations. It ensures cost-effectiveness by reducing resources and time required for resolution.
• Reopening Rate (in %): measures the percentage of Incidents or Service Requests reopened by users. This indicates the reoccurrence of an issue or persistent issue that stays unresolved even after the initial resolution. It helps to identify patterns of issues, find root causes, and improve the incident resolution process. A low reopen rate indicates that issues are resolved promptly in initial requests. A high rate indicates underlying issues and dissatisfaction with the initial resolution.
• Average Response Time for Incidents/Service Requests (in Days) : evaluates the time in days the Service Desk team takes to acknowledge and respond to the reported Incident/Service Request. A low response time indicates fast acknowledgment of issues.  This signifies a proactive approach to incident management.  Prompt response minimizes the impact of the incident on business, enhances user satisfaction, and reduces downtime.  It indicates the agility and readiness of the Service Desk team to tackle challenges.
• Average Time to Resolve Incidents/Service Requests (in Days): measures the time in days to resolve the issue when reporting the Incident/Service Request. It includes the entire lifecycle of the ticket, including analysis and resolutions. A shorter resolution time reflects the efficiency of the Service Desk team in diagnosing and problem-solving. It directly correlates to an organization’s ability to restore normal operations, minimizing disruptions and downtimes promptly.
• Average Closed Incidents/Service Requests per Agent: shows an average number of activities resolved over the last 30 days.
• CSAT Incidents/Service Requests: Customer Satisfaction score metric is used to measure how satisfied the users are with the support they receive. The data is gathered through the feedback after the interaction on an Incident/Service Request is completed and users are suggested to rate their experience. The CSAT score is calculated as a percentage of positive responses over total responses. 
• Number of Activities per Department (last 30 days): a stacked bar chart showing the total number of all possible types of activities (Task, Incident, Ticket, Service Request) split by Departments.
• Number of Activities per Location (last 30 days): a stacked bar chart showing the total number of all possible types of activities (Task, Incident, Ticket, Service Request) split by Locations.

Activity Average Age Days: highlights the activities processing trends, splits the data by months, and shows how many days on average it is necessary for the activity resolution, and how many were reported and closed in each month.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created date: from/to
• Type
• SLA
• Category

Average Ticket Runtime

This report provides an overview of the average time taken to resolve tickets categorized by type (Incidents, Service Requests, Problems, and Changes). It visualizes trends in ticket resolution times and workload distribution across months, offering insights into operational efficiency and areas for process improvement.

The following information is displayed:

• Average Time to Resolve Incidents/Service Requests/Problems/ to Deliver Changes (in Days): measures the time in days to resolve the issue when reporting the activity. Displays a specific card with data for each type of activity, available in the system (Incident, Service Request, Problem, Change Request). 
• Ticket Type: a dynamic filter that allows you to choose which activity types to include in the report. By default, the Report includes data for Incidents, Service Requests, Changes, and Problems. Uncheck the necessary checkboxes to see only the type of activities you are interested in. The metrics and charts are adjusted automatically. 
• Tickets: shows the total number of tickets included in the report and their distribution by type.
• Average Hours per Month: the chart displays how many hours on average were spent each month on processing different types of activities. 
• Total Hours per Month: the chart shows how much time in total was spent over the last year on processing different activities. The data in every month is distributed by activity type.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created date: from/to
• Type
• SLA
• Category

SLA and OLA Performance Insights

This report provides a detailed overview of SLA and OLA adherence rates across Incidents and Service Requests. It highlights critical escalations, activities nearing escalation, and compliance with first response, reaction, and solution times to ensure service quality and operational efficiency:

It enables quick assessment of high-priority issues and how they are being handled in relation to defined Service Level Agreements (SLA) and Operational Level Agreements (OLA).

The metrics and charts on this page are:

• SLA Adherence Rate (in %) for Incidents/Service Requests: measures the ability of the organization to meet the contractual obligations of the Service Level Agreements. This ratio is crucial as it accesses the service quality and builds trust. It helps you track, analyze, and optimize SLA adherence.  A high SLA ratio demonstrates a commitment to delivering reliable and timely service.
• OLA Adherence Rate (in %) for Incidents/Service Requests: measures the ability of the support team to meet the contractual obligations of the Operational Level Agreements.
• Most Critical Escalated Activities: this chart highlights the most critical activities that have already been escalated. These are often the highest-priority activities that need immediate resolution.
• Critical Activities Close to Escalation: activities that are approaching their escalation thresholds. These are activities that require urgent attention to avoid service breaches.
• SLA With Critical First Shot Fulfillment: tracks the fulfillment of the SLA in terms of resolving critical issues on the first attempt (also known as First Contact Resolution).
• SLA With Critical Reaction Time Fulfillment: measures how well the Service Desk is meeting the SLA for initial reactions to critical issues. The faster the reaction, the better the fulfillment.
• SLA With Critical Solution Time Fulfillment:  allows monitoring how well the team is meeting the SLA for total solution time on critical issues, from detection to full resolution.
• OLA With Critical First Shot Fulfillment: measures internal performance in resolving critical issues on the first attempt within the agreed OLA terms.
• OLA With Critical Reaction Time Fulfillment: tracks how well internal teams are meeting the OLA for the initial reaction to critical issues. This is similar to the SLA metric but focuses on internal performance.
• OLA With Critical Solution Time Fulfillment: allows monitoring whether internal teams are resolving critical issues within the solution time defined by the OLA.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Responsible Role

Escalated Ticket Trends

This report enables you to analyze escalated tickets over a selected period. It includes insights into ticket trends by month, SLA/OLA breaches by teams and agents, and a comprehensive list of escalated tickets. Use the available filters to refine the view by ticket type, SLA/OLA status, category, or role.

Includes the following data: 

• Ticket Type: a dynamic filter that allows you to choose which activity types to include in the report. By default, the Report includes data for Tickets, Incidents, Service Requests, and Tasks. Uncheck the necessary checkboxes to see only the type of activities you are interested in. The metrics and charts are adjusted automatically. 
• Escalated Tickets Over Time (Monthly): summarized information about the number of escalated activities over the last 4 months.
• Teams Breaching Service Levels (last 30 days): lists the teams (based on the User Roles) that failed to meet the predefined Serviv Levels  and a number of activities with breached Service Levels per each team.
• Agents Breaching Service Levels (last 30 days): lists data on individual agents who fail to meet predefined Service Level Agreements, including the agent's profile photo, name, and number of activities with breached Service Levels.
• Escalated Tickets: a list of escalated tickets and some details like ticket number, status, title, solution point, category, and applied SLA.  Click on the item in the list to see ticket details in the preview. For more detailed information, click on the  icon at the end of the row to open a Service Levels Compliance Report for the selected activity.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Responsible Role
• Status
• Priority
• SLA
• OLA
• Category
• Solution Time:  from/to

Service Levels Compliance

This report provides a detailed history of ticket assignments to teams and roles, showcasing SLA/OLA compliance at each step. It highlights the duration of assignments, reaction/solution time breaches, and compliance percentages, helping you understand performance across the ticket lifecycle.

The Report can be generated for any type of activity available in the system, including Tasks, Tickets, Incidents, Problems, Service Requests and Changes.

To see the data:

• Open the Filters menu and specify the Ticket ID: 
  
• Another option to see the Service Levels Compliance report is to open it from the Escalated Tickets Report: scroll down to the section with the list of Escalated Tickets and click on the  icon at the end of the row.

Closed Problems vs Created Tickets

This report analyzes the relationship between closed problems and the number of newly created tickets, including incidents, service requests, and other activity types. It provides insights into how effectively problem resolution impacts overall ticket creation and workload management.

Includes the following data: 

• Ticket Type: a dynamic filter that allows you to choose which activity types to include in the report. By default, the Report includes data for Tickets, Incidents, Service Requests, and Problems. Uncheck the necessary checkboxes to see only the type of activities you are interested in. The metrics and charts are adjusted automatically. 
• Closed Problems vs Created Tickets: a stacked column chart shows how many activities were closed and created each month during the last year.
• Tickets: this section lists the activities that are included in the report and some general information like Ticket ID and status, summary, creation date, category, and responsible role. Click on the item in the list to see more details in the preview.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created date: from/to
• Responsible Role
• Status
• Priority
• SLA
• Category

Ticket Satisfaction Insights

This report provides a detailed analysis of customer satisfaction (CSAT) ratings for incidents and service requests. Key metrics include the overall CSAT percentage for tickets, trends in satisfaction over time, and individual ticket reviews with ratings and comments. Use this report to monitor service quality and identify areas for improvement based on direct customer feedback.

The following information is displayed:

• CSAT Incidents: Customer Satisfaction (CSAT) score in percent for Incidents.
• CSAT Service Requests: Customer Satisfaction (CSAT) score in percent for Service Requests.
• Activity Type: a dynamic filter that allows you to choose which activity types to include in the report. By default, the Report includes data for Incidents and Service Requests. Uncheck the necessary checkbox to see only the type of activity you are interested in. The metrics and charts are adjusted automatically. 
• CSAT (Monthly): a combo chart displaying trends in satisfaction over the last 4 months.
• Ticket Reviews: this section lists the activities that are included in the report and some general information like Ticket ID and status, summary, comment and rating, user name, date when the rating was submitted (creation date), category, and Service Level Agreement applied for this activity.  Click on the item in the list to see more details in the preview.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created date: from/to
• Created by
• Type
• SLA
• Category

Knowledge Base Feedback Analysis

This report evaluates customer satisfaction with knowledge base articles, showcasing ratings, feedback trends, and individual article reviews. It helps identify the most and least helpful content based on customer votes and ratings over time, enabling continuous improvement of knowledge resources.

The following information is displayed:

• Rating by Month: a combo chart displaying trends in satisfaction with the Knowledge Base articles over the last 4 months.
• Reviews: this section lists the Knowledge Base articles that are included in the report and some general information like article ID and status, summary, comment and rating, user name, date when the rating was submitted (creation date), type, and the date when the article was created and last revised .  Click on the item in the list to see more details in the preview.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created date: from/to
• Created by
• Status
• Type
• Rating: from/to