Freshservice: IT service management intelligence for a leading tier 1 contractor
Challenge: give the IT department structured reporting on years of support ticket history — historical performance trends, per-agent analytics, a daily operational view and quarterly business-facing reporting that Freshservice could not deliver natively.
Acumine® role: Freshservice API integration, Microsoft Fabric data pipeline, four-tab Power BI dashboard covering historical service analysis, team and agent performance, daily queue management and quarterly and yearly insights with period-over-period trending.
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