Request drill down analysis is a structured approach to evaluating and optimizing service quality by thoroughly dissecting requests across different layers of detail. This provides a broad overview of ticket data and drills into specific request attributes like category, priority, group, technician etc. to derive meaningful insights.

This also enables the detection of recurring trends and behavioral patterns within request data. For example, a spike in VPN-related tickets every Monday may reveal causes like capacity limitations or login issues.

In ServiceDesk Plus, the Drill Down Analysis feature is accessible within the Reports section and allows for in-depth exploration using various date ranges and filtering criteria as demonstrated in the following video.