Performance reporting is an essential part of everything IT does, and the help desk is no different. But help desk reporting and metrics are particular to each organization. Ticket volume and incident types often depend on the nature of the business, and IT help desk managers must select a set of reporting criteria that helps monitor the unique value that their team provides. As this post will cover, there are some universal truths in help desk reporting.

Mattermost has always been a remote-first company. Building a product that safely and securely allows our teams to communicate with each other regardless of geography or distance is the cornerstone of our philosophy on working remotely. Over the last year, the world of working online from home changed dramatically. Many people have been forced to move into a working situation they might not have been familiar with.

It was January 2007 when Steve Jobs officially announced the 1st Generation iPhone. At the time, there’s no doubt that he foresaw how the newly created concept of smartphone applications would become part of our everyday life. Fast forward a decade and we now have apps for literally everything, from trackable maps to online shopping, online banking to instant messaging.

No matter the size, every company has to communicate with their customers – some need just to handle occasional questions and issues while others make and answer calls daily. But both can agree that customers’ expectations are increasing drastically, and living up to those expectations becomes more and more difficult.

Our New Year’s resolution is to continue to improve the legendary cross-platform GitKraken Git GUI, and we’re starting off with a bang. 🎉 We bring you, GitKraken v7.5.