Making quick and well-informed decisions is essential in a demanding field like IT. However, many managers still face difficulties due to a lack of visibility into team performance, ticket volume, SLA compliance, or asset status. All of this can be avoided with Freshservice Dashboards.
Freshservice is ITSM software from Freshworks that allows you to create customized dashboards geared toward real goals. With this feature, you no longer have to rely on generic reports and can start making decisions based on concrete, relevant data updated in real time.
Freshservice dashboards: generic reports aren't enough
If you're managing an IT department, you've probably experienced some of these frustrations:
- Can't figure out where the blocking points are in the support.
- Has difficulty justifying hiring or investment needs.
- Unmet SLAs go unnoticed until it's too late.
- There is no visibility into the lifecycle of technological assets.
Overly technical, poorly organized, or outdated reports make management more difficult, and that's where Freshservice dashboards make all the difference. By adapting to your reality, they allow you to monitor the right indicators to improve team performance and increase the satisfaction of internal users.
The power of Freshservice dashboards
With Analytics module , you can create interactive, visually appealing and easy-to-interpret reports, without the need for external tools or advanced Business Intelligence knowledge.
Define the most relevant indicators
To make effective decisions, it's essential to choose the right KPIs. Here are some examples that IT managers in Portugal consider a priority:
- Average resolution time per technician or type of request.
- SLA compliance rate by category
- Ticket volume by department or entry channel.
- Equipment with the highest number of malfunctions.
- User satisfaction level by agent or team.
In Freshservice, you can choose different types of visualization, such as bar charts, line charts, pie charts, or tables; apply filters by period, priority, agent, or support group; group metrics by service or location; export reports or schedule automatic mailings to stakeholders; and even set alerts for abnormal or at-risk values.
Personalize Freshservice dashboards by profile
Managers: global view of the operation and team performance
Technicians: individual metrics and priority tasks
Direction: strategic indicators and efficiency reports
Asset Teams: equipment status, allocation and life cycle
Each profile receives the information they really need, no more, no less.
Transform data into strategic decisions
Implementing an effective reporting strategy in Freshservice is simpler than it seems. Here's a straightforward plan to get you started:
- Define your management objectives: reducing response times, improving user experience, resource management, etc.
- Choose the KPIs that best reflect these objectives.
- Create dashboards by area or function, always focusing on practical utility.
- Automate the sending of reports for periodic meetings or follow-ups.
- Review the dashboards monthly and adjust them according to new priorities.
- Share the results with the teams to promote continuous improvement.
This cycle of constant monitoring and adjustment improves internal alignment and responsiveness to business needs.
Freshservice's positive impact on IT management
Implementing Freshservice brought about a clear shift in IT management, offering, above all, complete control and visibility over operations. We stopped working based on assumptions or "perceptions" and started making decisions grounded in real data.
This not only facilitates the objective justification of new investments, but also ensures that the team is truly aligned with the strategic objectives of the business. The end result is reflected in what matters most: a visible increase in the satisfaction of those who use the service on a daily basis.
IT department made easier with Freshservice Dashboards
Freshservice dashboards represent a qualitative leap in how IT departments can track their performance and act in a timely manner. By customizing reports to your specific needs, you gain clarity, agility, and impact in decision-making.
Freshservice has established itself as one of the leading platforms in the ITSM universe thanks to its flexibility, intuitive interface, and ability to adapt to the needs of each organization. It is this superior user experience that allows technical teams to work with more focus, confidence, and efficiency—and managers to make truly informed decisions.
Don't put off what you can start improving today
We believe it all starts with a good conversation. We want to understand your challenges and show you how Freshservice, combined with Priceless Consulting, can elevate the level of internal service in your organization. We are ready to help your team work with more structure and agility. Contact us using the form below.
