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Analytics provides insights into your service desk operations through dashboards and reporting tools. Track ticket lifecycles, agent performance, customer satisfaction, SLA compliance, and operational efficiency metrics to understand and improve your support operations. Use prepackaged dashboards for immediate insights or create custom dashboards for specific reporting needs. The system captures data across all aspects of your service desk to help you make data-driven decisions.

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Accessing Analytics

Navigate to your analytics dashboards from the left sidebar to start exploring your service desk data.
1

Access Analytics

From your workspace, click on Analytics in the left sidebar to access all analytics dashboards.
2

Choose Dashboard Type

Select from six prepackaged dashboards: Tickets, Agents, Efficiency, Requests, SLAs, and CSAT, or create custom dashboards for specific needs.
3

Apply filters

Use date ranges, queue filters, and other parameters to focus on relevant data for your analysis.

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Using Dashboards

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Prepackaged Dashboards

Six ready-to-use dashboards provide immediate insights into your service desk operations.
View ticket performance and trends with:
  • Overall ticket counts and trend indicators
  • Active tickets requiring attention
  • Tickets awaiting assignment
  • Tickets being worked on by agents
  • Successfully completed tickets
  • Time-series visualizations of creation patterns and status transitions
Analyze team performance and AI automation impact:
  • Workload distribution across your team
  • Human vs automated resolution rates
  • Efficiency gains from Ravenna AI participation
  • Visual breakdowns of ticket assignments
  • Historical analysis of agent activity and AI impact
Track operational efficiency and process optimization:
  • Average response time across all tickets
  • Ticket assignment speed
  • Overall resolution performance metrics
  • Efficiency trend analysis over time
Understand request patterns and analyze how different request types perform across your service desk.
Monitor service level agreement performance across all priority 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
CSAT data is only available for queues where customer satisfaction surveys have been enabled and tickets have been resolved with customer feedback.
Understand customer satisfaction patterns:
  • Overall customer satisfaction scores across all tickets
  • Satisfaction scores by ticket priority levels
  • Time-series analysis showing satisfaction trends

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Custom Dashboards

Create tailored dashboards using the flexible dashboard builder.

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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 for single values and grouped data, or Trend for time-series analysis.
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 from available options:
  • Tickets: Primary service desk data including status, priority, assignments
  • Messages: Ticket message data for analyzing communication patterns
5

Configure analytics settings

Set up your widget with the following options based on your selected card type.

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Card types and configuration

Metric Card

Use Metric Cards to display key performance indicators with single values or grouped categorical data.

Trend Card

Use Trend Cards to create time-series visualizations showing how your data changes over time.

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Data source options

You can group your analysis by several key options depending on the data source you select:
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Tickets
Data Source
Primary service desk data including status, priority, assignments
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Messages
Data Source
Ticket message data for analyzing communication patterns

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Advanced configuration

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Aggregation
Select
Choose from five aggregation options when creating your analytics cards
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Time intervals
Select
Time intervals determine how your data is grouped and displayed over time