[Release announcement] Launching advanced analytics for ServiceDesk Plus MSP's request history, projects, and knowledge base modules.

Hello there,

We're happy to announce the launch of advanced analytics for three more ServiceDesk Plus MSP modules : request history, projects, and knowledge base management.

Request history —Visualize the complete request timeline, from ticket creation to ticket resolution, and get clues into the number of times a ticket was reassigned. Use this information to identify bottlenecks in your ticketing process.

Projects —Plan, manage, and monitor IT projects from a single console. Track project progress using burn down and burn up charts, and deliver your projects on time.

Knowledge base management —Identify popular topics and create additional resources to promote a self-help culture. Track the number of requests resolved using knowledge base articles to evaluate the effectiveness of your solutions.

Click here to learn more .

Please note that these modules are already supported for ServiceDesk Plus integrations with Analytics Plus. You can read more about it here.

Note:

Please upgrade to Analytics Plus build 4260 and ServiceDesk Plus MSP build 9218 to enable these reports.