# What platform provides analytics on service desk performance?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Looking for a service desk tool that does more than just handle tickets — I need <strong>analytics and reporting</strong> that actually help track performance. Things like dashboards, time tracking, SLA compliance, etc. Without that visibility, it’s hard to prove value or spot where the bottlenecks are. From the G2 data, here are some of the top platforms I found with strong analytics features:</p><ul>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/servicenow-it-service-management/reviews"><strong>ServiceNow IT Service Management:</strong></a> Enterprise-grade dashboards and reporting, with time tracking and surveys built in. Probably the deepest analytics, but also the most complex.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/autotask/reviews"><strong>Autotask</strong></a><strong>:</strong> High marks for dashboards and time tracking, though survey features look a bit lighter compared to others.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/jira-service-management/reviews"><strong>Jira Service Management:</strong></a> Solid dashboards with performance tracking, plus surveys to capture feedback. Works especially well if you’re already in the Atlassian ecosystem.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/freshservice/reviews"><strong>Freshservice:</strong></a> Balanced dashboards, surveys, and time tracking — cloud-based and easier to deploy than some enterprise options.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/atera/reviews"><strong>Atera</strong></a><strong>:</strong> Lightweight option for SMBs/MSPs with decent dashboards and time tracking, though less advanced than enterprise-focused platforms.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/solarwinds-service-desk/reviews"><strong>SolarWinds Service Desk</strong></a><strong>: </strong>Good reporting tools and survey options for tracking performance across IT teams.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/sysaid/reviews"><strong>SysAid</strong></a>: Offers customizable dashboards and built-in surveys, a solid mid-market option with good coverage across metrics.</li>
</ul><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">For those of you running IT support, which tools actually give you <strong>actionable insights</strong> vs. just more data to sift through?</p>

##### Post Metadata
- Posted at: 8 months ago
- Author title: SaaS and Software Research
- Net upvotes: 1


## Comments
### Comment 1

&lt;p&gt;I’m also curious, when it comes to analytics, what do you all find matters most? SLA compliance and resolution times, or end-user satisfaction scores from surveys? I feel like teams get judged differently depending on which metric leadership cares about.&lt;/p&gt;

##### Comment Metadata
- Posted at: 8 months ago
- Author title: SaaS and Software Research





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