Help Desk Analytics: Custom Dashboards That Put You in Control

For IT leaders and heads of shared services, getting meaningful insights from help desk data can be as frustrating as the ticketing systems themselves. Traditional analytics platforms often provide rigid, predetermined views that fail to capture the metrics that matter most to your team. At Ravenna, we understand that true operational intelligence comes from the ability to analyze data on your terms. That's why we're excited to introduce our enhanced analytics capabilities that allow you to create custom dashboards tailored to your specific needs.

The Analytics Challenge for Internal Ops Teams

Support teams at mid-market and enterprise companies are drowning in data but starving for insights. Legacy ticketing systems have traditionally offered limited visibility into operational metrics, making it difficult for IT leaders to:

• Identify bottlenecks in support workflows

• Track performance across different service areas

• Demonstrate value to executive stakeholders

• Make data-driven decisions about resource allocation

These challenges highlight a fundamental flaw in how enterprise service management has evolved—bolting basic reporting onto outdated systems rather than reimagining analytics for the modern workplace.

Our new custom dashboard feature represents a significant upgrade to Ravenna's analytics capabilities. We've completely reimagined how support teams can visualize and interact with their help desk data, giving you unprecedented control over your metrics.

With this improvement, you can:

• Create personalized dashboards from scratch

• Select from various visualization types including single value metrics, time series, bar charts, and more

• Filter data by multiple parameters such as status, priority, queue, request type, and tags

• Adjust time ranges to view trends across days, weeks, months, or custom periods

• Build a comprehensive view of help desk performance that aligns with your KPIs

How It Works

Creating a custom dashboard in Ravenna is straightforward and intuitive. Here's how you can get started:

1. Select your card type: Choose from single value metrics, time series, or other visualization options based on what information you want to highlight.

2. Name and describe your metrics: Give each card a clear title and description so your team understands what they're viewing.

3. Choose your aggregation method: Select how you want to count or measure your tickets (total count, average resolution time, etc.).

4. Apply filters: Narrow down your data by adding filters for status, priority, queue, or any other relevant parameter.

5. Visualize your data: Select your preferred chart type—stack charts for seeing proportions, bar charts for comparisons, or line charts for trends over time.

6. Arrange your dashboard: Organize your cards in a logical flow that tells the story of your help desk performance.

For example, you might create a high-level dashboard showing tickets grouped by status with corresponding visualizations, then add cards for tickets by priority, resolution metrics, or team performance indicators.

Why This Matters for Internal Ops Leaders

For IT directors and heads of shared services, these enhanced analytics capabilities deliver several critical benefits:

Data-Driven Decision Making: Move beyond gut feelings and anecdotes. With customizable views of your help desk data, you can identify patterns, spot bottlenecks, and allocate resources based on real metrics.

Performance Transparency: Create dashboards that clearly communicate team performance to executives and stakeholders in visual formats they can quickly understand.

Proactive Management: Identify trends before they become problems. By visualizing data over time, you can spot increasing ticket volumes in certain categories or declining resolution rates before they impact employee satisfaction.

Resource Optimization: Understand which types of requests consume most of your team's time, allowing you to target automation opportunities for maximum impact.

ROI Validation: For leaders who have invested in Ravenna's AI-powered help desk, these analytics provide tangible evidence of reduced ticket volumes and improved efficiency.

Go Beyond Traditional Help Desk Reporting

What makes our approach to analytics different is our fundamental belief that enterprise service management needs complete reimagining—not incremental improvements.

While competitors offer basic reporting features, they typically constrain you to predetermined views or require complex SQL knowledge to customize. Ravenna's analytics are built from the ground up to be both powerful and accessible, putting advanced data visualization capabilities directly in the hands of operational leaders.

This philosophy aligns with our broader mission to transform how internal service teams operate in the AI era. Just as we've eliminated the friction of ticketing systems by meeting employees where they work in tools like Slack, our analytics eliminate the friction of data analysis by giving you flexible tools that adapt to your needs.

What's Next on the Roadmap?

This enhanced analytics capability is just the beginning. We're committed to further investment in our reporting and dashboard features based on customer feedback and evolving needs. Future enhancements may include:

• Additional visualization types

• More advanced filtering options

• Automated insights and anomaly detection

• Scheduled reports and notifications

• Comparative benchmark data

Wrapping up

Ravenna's new custom dashboard capabilities put you in control, allowing you to create exactly the views you need to optimize team performance, justify investments, and demonstrate value.

As with everything we build at Ravenna, these enhancements reflect our core belief that enterprise support systems should adapt to how modern teams work—not the other way around. We're reimagining help desk analytics just as we've reimagined the help desk itself.

Ready to transform how you visualize and act on your help desk data? This feature is live in production today. Current customers can start creating custom dashboards immediately, and we'd love your feedback on how we can make this capability even more valuable for your team.

For those not yet using Ravenna who want to see how custom analytics could transform visibility into your support operations, reach out to us for a personalized demo!