The Service requests report provides a dedicated view of your workspace's service request performance. Track request volume, fulfillment times, SLA compliance, and approval workflows to understand how efficiently your team delivers services and identify opportunities for automation or process improvement.
While you can view service request data by filtering the Overview or Request Aging reports by request type, the Service request report is purpose-built for service management. They include service-specific breakdowns like most/least requested service items and categories, approval metrics, and are pre-filtered to show only service requests.
To access this report, navigate to Analytics > [Workspace name] > Service requests in the left navigation bar.
Report filters
You can refine the data shown in the report using the global filters at the top of the page. These filters apply to all widgets and metrics on the dashboard.
Duration: Select a time period such as the last 6 months, last quarter, or last year.
Attributes: Filter by specific service request attributes including Status, Priority, Impact, Urgency, Group, Assignee, and more.
For example, to analyze high-priority hardware provisioning requests from last quarter, set Duration to Last 3 months, Category to Hardware provisioning, and Priority to High. This helps you understand if hardware requests are being fulfilled efficiently or creating bottlenecks.
Key metrics and trends
Metric | Description | Why it matters |
Total service requests created | Shows the total volume of service requests submitted within the selected duration. | Tracks service demand trends over time. Spikes may indicate seasonal needs or new service offerings. |
Created vs completed | Compares the number of service requests created against those completed over time. View trends on a Daily, Weekly, or Monthly basis. | Reveals whether your fulfillment backlog is growing or shrinking. Consistent gaps signal capacity issues or inefficient processes. |
Time to first response | Measures how long it takes from service request creation until an agent first responds. Toggle between Median and Average views. | Indicates how quickly your team acknowledges service requests. Long delays can frustrate employees waiting for provisioning or access. |
Time to resolution | Shows how long it takes to fully fulfill service requests from creation to closure. Toggle between Median and Average views. | Reveals overall service delivery efficiency. Long resolution times may indicate manual processes that could be automated. |
First response SLA compliance | Percentage of service requests where the first response met the defined SLA target. Shows Hit (compliant) vs Miss (breached). | Measures how well your team meets initial acknowledgment commitments. Low compliance may indicate understaffing or unrealistic SLAs. |
Resolution SLA compliance | Percentage of service requests fulfilled within the defined SLA target. Shows Hit (compliant) vs Miss (breached). | Tracks fulfillment performance against commitments. Identifies if service delivery timelines are realistic or need adjustment. |
Unresolved service requests by Status | Shows where open service requests are stalled: Open, Pending, and other statuses. | Pinpoints bottlenecks in your fulfillment process. High volumes in "Pending" may indicate dependency on external vendors or approvals. |
Unresolved service requests by Service Items | Shows which service catalog items (e.g., Macbook request, Windows laptop 16GB - IT Support, Admin portal access, Zomato food ordering) are generating the most unfulfilled requests. | Identifies which services are in highest demand or taking longest to fulfill. May reveal automation opportunities for high-volume items. |
Most requested service items | Shows the top 5 service catalog items (e.g., Macbook request, Zomato food, Windows laptop, Admin portal) generating the most requests. | Reveals which services employees need most frequently. High-volume items are prime candidates for automation or self-service enablement. |
Least requested service items | Shows the bottom 5 service catalog items with the lowest request volumes. | Helps identify rarely-used services that may need promotion, review, or retirement from your catalog. |
Most requested categories | Shows the top 5 categories (e.g., Hardware provisioning, Access management, Software provisioning) generating the most service requests. | Identifies which service areas drive the most fulfillment work. High concentration suggests where to focus automation efforts. |
Least requested categories | Shows the bottom 5 categories with the lowest service request volumes. | Helps identify underutilized service areas or categories where demand is naturally low. |
Age of service requests | Groups open service requests into time buckets to show how many fall into each age range. Buckets are dynamically sized based on your data. | Shows backlog composition by age. A large number of old requests indicates fulfillment delays or deprioritization. |
Approval status | Shows the distribution of service requests across approval stages: Approved, Cancelled, Pending. Includes Total approvals count and Approval rate percentage. | Tracks approval workflow efficiency. High pending volumes may indicate approver bottlenecks or unclear approval policies. |
Employee satisfaction (CSAT) | Tracks satisfaction scores from employees who submitted feedback after their service request was fulfilled. Shows overall satisfaction percentage and feedback volume. | Measures how well your service delivery meets employee expectations. Low scores may indicate slow fulfillment, poor communication, or quality issues. |
You can analyze these metrics in combination to diagnose specific issues and drive improvements.
For example, say you notice:
Created vs completed shows service requests being created faster than they're fulfilled (40 created, 10 completed)
Unresolved service requests by Service Items reveals MacBook request dominating the backlog
Most requested service items shows MacBook request as the highest-volume item
Approval status shows 50% approval rate with many requests Pending
Time to resolution averages 1 day 8 hours
This tells you that MacBook provisioning is your highest-demand service, but approvals are creating a bottleneck. Half of all approval requests are stuck pending, slowing down fulfillment and creating backlog growth.
What you can do:
Review your MacBook request approval policy—does every request need manager approval, or can routine requests be pre-approved?
Check if approval delays are due to unclear business justification requirements
Consider creating a self-service flow where employees can check MacBook eligibility and auto-approve based on role or department
Combine this with your onboarding journey to auto-trigger MacBook requests for new hires in eligible roles
Interactive drill-down and data export
You can click on any metric or graph segment to open a detailed view of the underlying service requests. The drill-down view lets you:
View a list of all individual service requests contributing to that metric
See details such as Display Id, Subject, Requested By, Status, Created At, Priority, Assignee, Group Name, and more
Add or remove columns to customize the view
Apply additional filters to refine the list further
Exporting data
You can download data from any widget or drill-down view as a CSV file for external analysis, stakeholder reporting, or custom calculations.
To export data:
Click on any widget or open a drill-down view
Click Download as CSV at the top right
Choose Export all (all service requests with all columns) or Export current view (filtered data with visible columns only)
Explore related analytics capabilities:
Incident Reports - Track incident volume and resolution performance
Change Reports - Analyze change management activities and planning accuracy
Overview (Requests) report - View all request types in one comprehensive dashboard