Reading portal abandonment without panic
How support teams can interpret unfinished portal requests before rewriting every form field.
Journal
Field notes
Short pieces on application analytics for support portals and service desks—written for people who own the reports.
Five service desk metrics that mislead
Common KPI definitions that look tidy in a monthly pack yet hide how agents and requesters actually experience the desk.
Preparing extracts for an analytics assessment
A practical checklist for portal owners who want an assessment to start on time and stay grounded in real ticket data.
When self-service coverage lags ticket themes
A field note on matching knowledge and portal forms to the ticket themes that actually arrive each month.
Briefing leaders on quiet anomalies
How monthly analytics briefings can surface small shifts in service desk application data before they become quarterly surprises.