Look into key transition metrics such as the number of status transitions per request or average handling time in various stages, and use this information to measure your help desk's overall efficiency.
Visually track each modification that transpired for a request, from the time it entered your system until the time it was resolved. Analyze this timeline to figure out how each modification impacts your SLAs, and see how you can improve SLA percentages by reducing unnecessary request transitions.
Analyze the nature of frequently reassigned and stalled requests to identify any gaps in your technicians' knowledge or skill sets, and explore viable options for training and development to improve the expertise of your technicians and reduce frequent request reassignments.
Visualize the trend of request flow across different statuses to spot bottlenecks where most requests stagnate. Identify red zones that can seriously impact SLAs, and mend your workflows as needed.