Don’t stop with just analyzing the general trend of tickets coming into your helpdesk. Find out exactly how they are responded to, and whether they are resolved on time. And while you're at it, keep tabs on response accuracy and number of interactions as well.
Helpdesk Load Analysis
This report enables you to analyze the load on your helpdesk so that you can plan and deploy your resources in a better and more efficient way.
Helpdesk Performance Analysis
This report gives you an idea as to how efficient your helpdesk is functioning overall.
Quick guide to the Load Analysis Reports
Login to your helpdesk as an administrator/supervisor - someone who has access to the “Reports” tab.
Click on the “Reports” tab.
The reports get automatically generated when you click on them; however, you can choose to drill down deeper for insights by filtering the data by source, time period, priority, type etc. You can do this by clicking on the “Edit” button to your left.