In comparing different helpdesk tools and software, there are a number of similarities that start to surface. For one, the concept of a ticketing system overwhelmingly serves as the backbone for such tools. Oftentimes, companies that provide this service focus on building out their helpdesk tool to follow the standard flow of work: a request comes in as a ticket, work begins, and then the work is completed.

For managed service providers (MSP), customer support is absolutely core to their business. Where the various services provided may be the main customer-facing offering, without a supporting team to attend to client needs and answer questions, an MSP is sure to face challenges retaining clients. Empowering your customer support team only further serves your business, and one simple way to do that is by introducing a helpdesk and ticketing system.

The June 2021 Release of OneDesk introduces a new App (in Beta) to centralize statistics about your tickets, tasks, and projects. We call this new app ‘Analytics’. Located under the ‘More Applications’ icon in the lower-left corner, the Analytics app brings together Reports and Activities, and introduces a new section called ‘Charts’. Here are some highlights of the new Charts app.