Request Metrics Dashboard

Updated 1 month ago by Fazila Malik

Team-level analytics are available in-app for Admins and Team Members on Business and Enterprise plans.

Team-level analytics provide insight into team performance across request resolution and resource utilization. Unlike org-level dashboards, which capture data across all teams, team analytics are filtered by the team selected.

Team-level dashboards can be accessed by going to: Teams > select team > Analytics

Request Metrics

The request metrics dashboard provides insights into the requests your team receives. This can help you understand where your team is spending their time and recognize opportunities to improve efficiency and increase productivity. Metrics measured include the following:

  • Total requests
  • Average monthly requests (last 3 months)
  • Average weekly requests (last 3 weeks)
  • Requests created vs. requests solved
  • Request status snapshot
  • Average first response time
  • Average resolution time
  • Average first response time trends
  • Average resolution time trends
  • Request snapshot of longest first response time
  • Request snapshot of longest resolution time
  • Most active request types
  • Most active request types by resolve ticket counts


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