Service Desk Metric Review
A focused critique of service desk KPIs—response, resolve, reopen, and backlog—so leadership trusts the numbers agents already live with.
View detailsData Service Portal
Application analytics for support portals and service desks that still answer humans.
We assess how your portal and desk applications collect, label, and report work—so leaders trust the pack agents already live with.
Flagship offer
Support Portal Analytics Assessment
A fixed-scope review for portal owners who need severity-ranked findings—not another generic health score.
Over 10–15 business days we inventory your portal metrics, walk requester and agent views, sample ticket fields that feed reports, and deliver a written assessment with a live debrief.
- Kickoff plus two agent focus sessions
- Metric inventory and usability walkthrough
- Findings document with remediation priorities
- Fixed project fee from ₩4,800,000
Related work
Other ways we read the desk
Shorter reviews and clinics when you already know the portal stack but need clearer definitions or theme coverage.
Ticket Pattern Clinic
A half-day working session that maps recurring ticket themes against portal self-service coverage and agent handling paths.
View details
Monthly Analytics Briefing
A recurring briefing that interprets support portal and service desk application analytics for leadership without rebuilding your reports each month.
View detailsFrom recent engagements
What clients notice after the numbers settle
“The portal assessment caught that our 'resolved' status flipped whenever an agent sent a holding reply. We had been reporting strong SLA numbers while requesters still waited. The debrief was blunt, which we needed.”
“Our monthly pack looked polished, yet the metric review showed first-response averages included chatbot acknowledgements. Rewriting those definitions changed how we talked to directors.”
Bring your metric dictionary and a quarter of tickets
Tell us which support portal and service desk application you run. We reply within two business days with scoping questions.
Contact the team