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Track service desk performance through prepackaged dashboards and custom analytics. Monitor lifecycles, performance, customer satisfaction, compliance, and operational efficiency to understand and improve support operations. Use seven prepackaged dashboards for immediate insights or create custom dashboards for specific reporting needs. Analytics captures data across all aspects of your service desk to support data-driven decisions.

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Accessing analytics

Navigate to analytics dashboards from the left sidebar to explore service desk data.
1

Access analytics

From your , click Analytics in the left sidebar.
2

Choose dashboard type

Select from seven prepackaged dashboards: Tickets, Agents, Efficiency, Forms, SLAs, CSAT, and Knowledge Base Analytics, or create custom dashboards.
3

Apply filters

Use date ranges, filters, and other parameters to focus on relevant data.

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Organizing dashboards

Keep analytics organized using collections. Group related dashboards by team, business function, or reporting purpose as your analytics needs grow.

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Creating collections

1

Navigate to analytics

Open Analytics from your workspace sidebar
2

Create collection

Click New and select Folder to create a collection
3

Name and describe

Provide a clear name and description that explains what dashboards belong in this collection
4

Nest collections

Optionally set a parent collection to create hierarchical organization

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Moving dashboards and collections

Reorganize dashboards and collections as your reporting structure evolves. Use drag-and-drop or bulk operations to maintain organized analytics.

Drag and drop

Drag dashboards or collections to move them between locations.Single item:
  1. Click and hold on a dashboard or collection
  2. Drag to the target collection or breadcrumb
  3. Release to move
Multiple items:
  1. Select multiple dashboards or collections using checkboxes
  2. Drag any selected item
  3. All selected items move together
Create new collection during move: Drag items to the “Move to new folder” button to create and move in one action.
Move multiple dashboards at once using bulk actions.
  1. Select dashboards or collections using checkboxes
  2. Click the Move action in the toolbar
  3. Choose the target collection
  4. Confirm the move
Bulk move is ideal for reorganizing analytics or restructuring your collection hierarchy.
Some moves are prevented to maintain system integrity:
  • Collections cannot be moved into their own subcollections (prevents circular references)
  • Moving a collection also moves all dashboards and subcollections within it
Prepackaged dashboards cannot be moved or deleted. These system dashboards remain in their default location.

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Prepackaged dashboards

Seven ready-to-use dashboards provide immediate insights into service desk operations.

Tickets

Monitor volume, status distribution, and lifecycle patterns.
  • Overall ticket counts and trend indicators
  • Active tickets requiring attention
  • Tickets awaiting assignment
  • Tickets being worked on by
  • Successfully completed tickets
  • Time-series visualizations of creation patterns and transitions
Learn more about ticket statuses and channels
Analyze team performance and AI automation impact.
  • Workload distribution across your team
  • Human vs automated resolution rates
  • Efficiency gains from participation
  • Visual breakdowns of ticket assignments
  • Historical analysis of agent activity and AI impact
Learn more about AI agents and ticket roles
Track operational efficiency and process optimization metrics.
  • Average response time across all tickets
  • Ticket assignment speed
  • Overall resolution performance metrics
  • Efficiency trend analysis over time
Response time and resolution metrics help identify bottlenecks and process improvement opportunities.
Understand request patterns and analyze how different perform across your service desk.
Learn more about creating and managing forms
Monitor performance across all levels.
  • First response times by priority (Total, Urgent, High, Medium, Low)
  • Resolution performance breakdown by priority level
  • Historical trend visualization
  • Closure time analysis across priority categories
Learn more about configuring SLAs and setting priorities
Track customer satisfaction patterns and feedback trends.
  • Overall customer satisfaction scores across all tickets
  • Satisfaction scores by levels
  • Time-series analysis showing satisfaction trends
CSAT data is only available for where customer satisfaction surveys have been enabled and tickets have been resolved with customer feedback.
Learn more about customer satisfaction surveys
Measure effectiveness and article performance to understand how documentation impacts ticket deflection and user self-service.
  • Total users interacting with knowledge base articles
  • metrics showing requests resolved through self-service
  • Ticket escalation rates when knowledge base cannot resolve requests
  • Top 10 most viewed articles across all categories
  • Top 10 articles with highest deflection rates
  • Top 10 articles with highest escalation rates
  • Knowledge base usage trends over time
Knowledge Base Analytics helps identify which articles effectively resolve user questions and which topics require improved documentation or additional support resources.
Learn more about configuring knowledge sources

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Custom dashboards

Create tailored dashboards using the flexible dashboard builder for specific reporting needs beyond the prepackaged dashboards.

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Building custom dashboards

1

Create new dashboard

Click Add Card from the top left of any analytics page to start building a custom dashboard or widget.
2

Choose card type

Select from two card types:
  • Metric: Display single values and grouped categorical data
  • Trend: Create time-series visualizations showing data changes over time
3

Configure basic settings

Provide a Name and Description for your widget to make it easily identifiable to your team.
4

Select data source

Choose your data source:
  • Tickets: Primary service desk data including , , assignments
  • Messages: message data for analyzing communication patterns
5

Configure analytics settings

Set up your widget with grouping, aggregation, and time interval options based on your selected card type and data source.

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Card types

Metric cards

Use Metric cards to display key performance indicators with single values or grouped categorical data.Best for:
  • Current totals and counts
  • Categorical breakdowns
  • Snapshot views of current state
  • Comparing values across groups
Use Trend cards to create time-series visualizations showing how your data changes over time.Best for:
  • Historical pattern analysis
  • Identifying trends and seasonality
  • Tracking progress toward goals
  • Comparing performance across time periods

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Data sources and grouping

Group your analysis by key dimensions depending on the data source you select.

Tickets data source

Primary service desk data including , , and assignments.Status and assignments
  • Assignee
  • Requester
  • Author
Categories
  • levels (Urgent, High, Medium, Low)
Dates
  • Created
  • Updated
  • Start date
  • Approved
  • Declined
  • Archived dates
AI involvement
  • Whether human or participated in ticket resolution
message data for analyzing communication patterns.Authors and sources
  • Message author
  • Source tracking
  • Associated ticket
AI analysis
  • Human vs AI-generated messages
  • Message feedback comparison
Message types
  • Public messages
  • Response categorization
  • Time-based analysis

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Configuration options

Configure how your custom dashboard aggregates and displays data.

Aggregation

Choose how to calculate values for your analytics cards.Count
  • Total number of records in your dataset
  • Best for: Ticket volume, message counts, activity tracking
Average
  • Mean value calculation for numeric data
  • Best for: Response times, resolution times, satisfaction scores
Sum
  • Total of all numeric values
  • Best for: Total time spent, cumulative values
Min and Max
  • Minimum or maximum values in your dataset
  • Best for: Fastest/slowest response times, date ranges
Time intervals determine how your data is grouped and displayed over time in Trend cards.Daily
  • Detailed short-term analysis with individual data points
  • Best for: Recent activity monitoring, identifying daily patterns
Weekly
  • Medium-term trend analysis grouped by weeks
  • Best for: Sprint cycles, weekly performance reviews
Monthly
  • Long-term pattern analysis ideal for identifying seasonal trends
  • Best for: Monthly reporting, quarterly planning
Quarterly and annual
  • Business reporting cycles and year-over-year performance tracking
  • Best for: Executive reporting, long-term trend analysis
Choose time intervals based on your analysis needs. Shorter intervals provide more detail but may include more noise, while longer intervals reveal broader trends.