Using the Service Desk Team Dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Service desk managers can use the Service Desk Team Dashboard to view key performance metrics, including incident and requested item backlog, and team MTTR.

    You must have the service_desk_manager role to view the Service Desk Team Dashboard.

    Key performance metrics include:
    • Backlog status for both incidents and requested items.
    • Team performance metrics:
      • Team MTTR.
      • Incidents that missed SLA.
      • Reassigned tickets

    You can filter performance data by assignment group and date range.