The service desk in numbers: ticket volume and backlog, response and resolution times, aging and stale queues, and team and assignee workload.
The reports
| Report | What it shows |
|---|---|
| Ticket Volume | Ticket counts trended and broken down by any dimension |
| Backlog Trend | Opened vs closed per period with running backlog |
| Category Breakdown | Ticket counts by category and sub-category |
| Resolution Time | Time to resolve completed tickets |
| First Response Time | Time to first reply from anyone but the requestor |
| Team Performance | Per-team ticket and performance comparison |
| Open Ticket Aging | Unresolved tickets aged into buckets |
| Stale Tickets | Open tickets with no recent activity |
| Unassigned Tickets | Open tickets with no owner |
| Assignee Workload | Per-assignee load and performance leaderboard |
Related
- Reference: Report controls
- Reference: Report catalogue (all modules)