Introducing Fixify’s dashboard: Real-time insights, zero guesswork

Our new Insights Dashboard was inspired by the frustration we heard from IT teams that work with managed service providers (MSPs).

Here’s what we heard. They’re buried in tickets. They don’t have time to “circle back later.” And when they do need help? The status updates they’re getting from said MSP are about as helpful as a Magic 8-Ball. Ever chased down progress on an open ticket and got hit with “It’s in progress”... again? Classic.

Then there’s reporting. Most dashboards are either so bare-bones they’re useless, or so complicated they belong in a cryptography textbook. When someone says “IT help desk dashboard,” your brain probably conjures up a grayscale, soul-sucking interface haunted by the ghost of Windows 2000.

But here’s the real pain point: not the tools themselves, but the lack of clarity and control. IT teams are the unsung heroes keeping IT and business marching in sync — yet when you need answers most systems make you dig, guess, or flat-out give up. How’s the service doing? Who knows. Are end users happy? 🤷‍♂️ You’re either flying blind or swimming through data soup.

It doesn’t have to be this way. That’s why we built something better. Fixify’s dashboard gives you real-time, useful insights — not just colorful charts (though yes, we’ve got those too). It’s clear, fast, and actually makes your job easier.

We built this because we live this. Our team uses Fixify every day to support real users — and we built the dashboard we always wished we had.

See who’s resolving tickets: Fixify or your team

If you’re working with an MSP, it shouldn’t feel like you’re tossing tickets into a black hole.

Fixify’s dashboard shows exactly which tickets we resolved and which ones your internal team handled. No ambiguity, no guesswork — just clear visibility into who’s doing what, and how much lift we’re taking off your plate.

Want to dig deeper? You can view Fixify-resolved tickets and:

• Spot trends over time: Are certain weeks busier than others? Are response and resolution times improving? Is Fixify handling more cases over time, or do certain issues keep popping up?
• See where Fixify is making the biggest impact: See where we’re delivering the most value, and identify areas where your team is still carrying the load. That’s your opportunity to hand off even more.

If you're relying on an MSP for help desk support, compare ^that^ with the last report they sent you — the one where “in progress” covered everything from active troubleshooting to Steve being out of office for a week. Yeah. We don’t do that.

Time to respond or time to resolve? How about both.

Of course, we track key performance metrics including time to respond and time to resolve. There’s plenty of debate about which KPI matters more. We think both matter, so that’s what we give you:

• Time to respond: The time it takes from when a ticket is created to when Fixify sends the first message to the end user. This is what your end users feel — the “Did anyone even get my request?” moment that they sit with from the time they click "submit" to when they hear back from IT.
• Time to resolve: The total time from when a ticket is created to when it is completed and closed.

Long response times frustrate users. It keeps them from getting their job done — which directly impacts productivity. Our dashboard lets you drill deeper to understand what’s causing the delays.

Use the quick filter to compare resolution times for Fixify-resolved tickets with the ones your team resolves. Or, filter by category to spot ticket types that are taking longer than you'd like and highlight where you’re saving the most time.

What about outliers?

Some tickets are beasts. Multi-team approvals, weird dependencies, edge-case chaos — we’ve seen it all.

We’ve also seen how other service providers handle these cases. Usually it’s one of two ways: 

1. Include them in the averages, making everything look worse than it really is.
2. Strip them out completely, making the numbers look better — but giving you zero context.

Fixify does it differently. We show you everything — but let you decide how to interpret it. Outliers are always visible, filterable, and labeled. So when leadership asks, “Why did this take five days?” — you won’t need a postmortem. The answer’s already there.

Sentiment analysis — the vibe check you didn’t know you needed

Response and resolution metrics are great — but they don’t tell you how users feel. That’s why we run passive sentiment analysis on every ticket.

We look at how users phrase their requests — emojis, punctuation, CAPS LOCK RAGE — all of it. Because let’s be honest, if a ticket starts with “URGENT PLEASE HELP!!!” or “I literally can’t work until this is fixed,” that tells you something performance metrics can’t.

Our sentiment analysis is a great way to supplement or even replace the other ways you measure end-user satisfaction, like CSAT surveys, which often only capture the loudest angriest or happiest voices. With Fixify, you get feedback from 100% of your user base, without having to ask for it.

See the full picture

IT leaders don’t just need numbers — they need clarity. Fixify’s dashboard gives you real-time transparency into IT operations, without the guesswork. It’s not just about tracking tickets — it’s about making IT better.

So go ahead: click around, drill into the data, and see what’s really happening inside your help desk. You’ll finally see the full picture those puzzle pieces have been building — and yes, it’s way better than Windows 2000.

Get a demo to see us in action.