Case study / IT Service Management
Freshservice: IT Service Management Intelligence for a Leading Tier 1 Contractor
Background
An IT department serving a major construction business — years of ticket history and no reporting platform to manage with.
Tier 1 contractors run large, complex businesses. Behind the projects and supply chains sits an IT department responsible for supporting everyone — site staff, project managers, commercial teams, digital construction teams and head office functions — across dozens of active sites, regional offices and a central head office. At a leading tier 1 contractor, this meant a service desk team handling tens of thousands of support tickets per year, across multiple ticket types, priority levels and business departments.
Freshservice captured every ticket — logged, assigned, resolved and closed — with full metadata on priority, source, requestor department, IT group, agent and SLA status. What it didn't provide was a structured reporting environment that gave IT leadership, team managers and agents the visibility they needed to manage performance, identify demand patterns, optimise resource allocation and demonstrate service quality to the business. The business engaged Acumine to build it.
No structured view of historical service performance
Freshservice held years of ticket data — a rich record of service demand, resolution performance and SLA compliance across every team, priority and ticket source. But surfacing this as a coherent picture of IT service performance over time — with trend analysis, period comparisons and priority breakdowns — required a reporting environment that Freshservice's native tools did not deliver at the level the IT leadership needed.
Agent and team performance difficult to compare
With agents spread across multiple IT groups and managers, understanding how individual agents and teams were performing — ticket volumes, resolution rates, SLA compliance and average days to resolve — required manual extraction and analysis. There was no consistent, structured view of agent performance that could be used for team management, capacity planning or performance conversations.
Daily operational state not visible in real time
The IT service desk needed a daily operational view — tickets logged and resolved today versus yesterday, outstanding tickets by priority and SLA time remaining, which agents were carrying the most open items and whether the team was on track against the daily demand pattern. Without it, managing the queue day-to-day relied on agents navigating Freshservice directly rather than working from a structured operational dashboard.
No structured basis for demonstrating IT service value
The IT department was delivering a strong service — high SLA compliance, fast average resolution times and positive user feedback scores. But these metrics were not surfaced in a form that could be shared with business leadership as a consistent, structured picture of service quality — leaving IT without a data-driven narrative to accompany budget conversations, headcount decisions or service improvement discussions.
What Freshservice captures
Rich IT service management data across tickets, agents and SLA performance — underused for business reporting.
Freshservice captured a complete record of every support interaction — ticket type, priority, source, requestor department, assigned IT group, agent, status, SLA performance and user feedback. Acumine connected to the Freshservice API via Microsoft Fabric, structured this data into a governed reporting model, and surfaced it in Power BI as a four-tab dashboard covering historical analysis, team performance, daily operations and period-over-period insights.
Ticket data
Years of tickets across priorities, sources and types — the full service history
Every ticket carried priority (low, medium, high, urgent), source (portal, phone, email, other), ticket type, current status, requestor department, IT group, assigned agent and manager, logged date, resolved date, and SLA outcome — creating the complete dataset for historical trend analysis, demand pattern identification and resolution performance benchmarking across the full service period.
Agent performance
Tickets logged and resolved, SLA percentage and average days — per agent across the full history
Freshservice tracked which agent handled each ticket and whether it was resolved within SLA — creating a per-agent performance record across the full history. The dataset supported structured comparison of ticket volumes, resolution rates, SLA compliance percentages and average days to resolve across individual agents and management teams.
SLA and feedback
SLA compliance by priority, user feedback scores and response rates
Each ticket carried an SLA outcome (compliant or breached) and a priority-specific SLA target — enabling compliance analysis at low, medium, high and urgent priority levels, with trend analysis over time. User feedback scores provided a complementary measure of service quality from the recipient's perspective, independent of internal SLA metrics.
The solution
A four-tab IT service management reporting platform covering history, team, daily operations and insights
Acumine connected to the Freshservice API via a Microsoft Fabric data pipeline — pulling the full ticket history, agent records and SLA data into a governed data model and surfacing it in Power BI as a four-tab dashboard that gave the IT team different views of their service performance, from multi-year historical trends to the current day's outstanding queue. Filterable throughout by ticket type, current status, requestor department, IT group, manager and agent, and out-of-hours flag.
Historic tab
Years of IT service performance — trends, demand patterns and SLA analysis
Headline KPIs — tickets logged, tickets resolved (with SLA compliance rate), average days to resolve, average tickets per agent, tickets outstanding and tickets on hold — gave IT leadership an immediate summary of overall service performance. An area chart of tickets logged over time by priority (urgent, high, medium, low) tracked how service demand had evolved year on year. Tickets logged by source (portal, phone, email, other) showed channel distribution. SLA performance bars for each priority level compared compliance against the business target. A day-of-week and hour-of-day heatmap identified that Monday was the busiest day and 8–9am the busiest hour — giving the team a data-driven basis for staffing decisions. Average feedback score and response rate completed the view.
Team tab
Per-agent ticket volumes, SLA trends and team manager performance over time
An area chart of tickets logged to each team manager and agent over the full service period gave managers a view of how workload had been distributed across the team historically. A combined chart of tickets logged, resolved and SLA performance by agent showed the relationship between ticket volume and compliance for each individual. An SLA performance trends line chart tracked compliance by priority over time — making it visible when performance had dipped below the target threshold and which priority tiers were most often breached. An agent performance table showed every agent's total tickets logged, resolved, SLA percentage and average days to resolve — providing the structured data for team management, performance conversations and capacity planning.
Daily tab
Today's ticket flow, outstanding queue and SLA time remaining for every open ticket
The daily tab gave the IT service desk an intraday operational view — with KPI cards for tickets logged today, tickets resolved today (with SLA percentage), tickets outstanding, tickets on hold and new tickets per agent. An intraday chart compared today's resolved, responded and logged ticket flow against yesterday's on an hour-by-hour basis, enabling the desk manager to see whether the current day's demand and throughput were tracking to expectation. A priority donut showed the outstanding queue by priority level, and an SLA duration remaining table categorised every outstanding ticket by SLA time left — breached, less than 2 hours, less than 4 hours, less than 8 hours or more than 8 hours — giving agents and their manager a structured prioritisation tool. Outstanding tickets by source and by manager and agent completed the operational picture.
Insights tab
Quarterly and yearly performance trending with period-over-period comparisons
The insights tab surfaced key KPIs — number of tickets, average tickets per agent, average resolution days, percentage resolved in SLA and tickets outstanding — at both quarterly and yearly granularity, with period-over-period trend indicators showing whether each metric had improved or deteriorated versus the prior period. Toggle controls between overview, quarterly and yearly views, and a fiscal period selector, allowed IT leadership to examine service performance at the business reporting cadence — making it straightforward to prepare quarterly IT service reviews and annual performance narratives for business leadership without any manual data extraction or spreadsheet compilation.
Outcomes
IT service intelligence that Freshservice alone could not provide
Years of IT service performance made visible
The historic dashboard gave IT leadership a structured, always-current view of service demand, resolution performance and SLA compliance across the full history of the service — surfacing trends, demand patterns and performance improvements that were invisible when navigating Freshservice's native reporting. The demand heatmap alone gave the team a data-driven basis for staffing the Monday morning peak rather than relying on intuition.
Agent and team performance measurable and comparable
The team dashboard gave managers a structured view of how individual agents were performing against ticket volumes, resolution rates and SLA compliance — enabling evidence-led performance conversations, more informed capacity planning and a consistent basis for comparing performance across IT groups and managers. The SLA trend chart made it visible when teams were consistently dipping below target and at which priority level, rather than discovering compliance issues only at month-end reviews.
Daily operations managed from a single view
The daily dashboard gave the service desk a structured operational view for the first time — with intraday ticket flow, SLA time remaining for every outstanding ticket and queue breakdown by agent replacing the need to navigate Freshservice directly to understand the current state. Agents and their manager could prioritise the outstanding queue by SLA urgency rather than by arrival order, and the comparison with yesterday's pattern gave the desk manager an early signal of whether today's demand was running above expectation.
IT service value demonstrated to the business
The insights tab gave IT leadership a structured quarterly and yearly performance view aligned to the business reporting calendar — surfacing SLA compliance rates, average resolution times and user feedback scores in a format that could be shared with business leadership as a consistent, evidence-led picture of IT service quality. What had previously been anecdotal became a structured performance narrative with period-over-period comparisons that could accompany budget, headcount and service improvement conversations.
Technology
Freshservice ticket data structured via Microsoft Fabric for IT service management reporting in Power BI
The solution connected to the Freshservice API via a Microsoft Fabric data pipeline — pulling ticket history, agent records and SLA outcomes into a governed data model. Power BI delivered the four-tab dashboard with interactive filtering across ticket type, priority, requestor department, IT group, manager, agent and date range, with regular refresh ensuring the daily and historical views always reflected the current Freshservice position.
Construction businesses run large, complex IT operations — supporting site staff, project teams, commercial functions and head office across dozens of locations simultaneously. If your IT team uses Freshservice and lacks a structured reporting environment for service performance, agent management, daily operations and business-facing reporting, Acumine can build the same platform for you.
Work with Acumine
Using Freshservice and missing structured IT service management reporting?
If your IT team is using Freshservice to manage support tickets but lacks a reporting platform that gives leadership historical performance trends, team managers structured agent analytics and the service desk a daily operational view, Acumine can build the reporting environment that makes it possible — connecting Freshservice data to Power BI and delivering the IT service intelligence your business needs.