Gain insights and key metrics for support tickets, incidents, issues and more

Insights from the Dashboard

Get insights from the Dashboard, our web-based UI. Data-rich visualizations provide the most important metrics for your organization.

Identify bottlenecks or areas where you can boost efficiency and keep stakeholders informed.

Here you can also filter your activities weekly, monthly, quarterly or yearly.

At the top of each section you will see a fixed 12-month period (e.g. Number of activities trend), to help identify patterns as trends over time.

ITIL incident management features

Get a clear picture about the stability and reliability of software or services with key MTTx data.

See the Number of incidents created, a breakdown of incidents by severity levels, Mean Time to Respond and Mean Time to Resolve.

Optimize your processes and build best practices

Insights provide important data on incident or activity response and resolution times. This is especially important for developers and engineers working to optimize systems and build best practices.

Number of incidents by severity

Get an overview of the number of activities that have been created in the time period you’re filtering for.

See a percentage breakdown based on severity for the time period shown, as well as the 12-month trend.

Mean Time to Respond

Mean Time to Respond is useful for detecting patterns that enable you to shorten response time.

This is shown by severity level and also expressed as a percentage of change compared to the equivalent prior time period.

Mean Time to Resolve

The Mean Time to Resolve is the average time to resolve, or conclude an incident.

Here you can evaluate the efficiency of your incident management processes which can impact productivity and cost savings.

Connect. Collaborate. Conclude