Service Desk Reporting Enhancements

IT organizations rely on having the most up-to-date and actionable data at their fingertips so they can ensure stability and business continuity. Our new reporting and analytics enhancements have been designed to provide you with more visibility into your service desk operations, allowing you to pinpoint bottlenecks and address inefficiencies quickly and easily.

Updates to Tasks Reports

We have added the following filtering, grouping and stacking options to provide you with more actionable data when viewing the tasks reports:

  • Tasks Throughput – You can now filter and group by: Source Site, Source Department, Assignee's Site, Assignee's Department, Source Object
  • Tasks Volume Breakdown – You can now filter, group by and stack by: Source Site, Source Department, Assignee's Site, Assignee's Department, Source Object

This way, you can monitor the volume of work by these new fields, learn about possible bottlenecks and deficiencies, take action and measure the impact it had. See our technical documentation for more information on these reports.


Update Reports View Options Quickly


Until today, you had to wait for a report to fully load before you could adjust its parameters or filters. Once you changed them – you had to wait for it reload again.

To help you save time, we updated our reports module so that you no longer need to wait for a report to fully load before changing its parameters or filters. You can change whatever you like even before the report loads, and these changes will be reflected as soon as it is done loading.

Anonymous