Introducing the Freshservice Service Management Benchmark Report 2021

  • 3 August 2021
  • 2 replies

Userlevel 2
Badge +1

Hi everyone, 

We are excited to share with you our first edition of the Freshservice Service Management Benchmark Report 2021 (FBR 2021)—a benchmark index for key performance indicators (KPIs) for IT Service Management. 

The FBR 2021 encourages organizations to measure their KPIs and benchmark against the index, thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.

With anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets, the FBR 2021 draws insights across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions.

The report provides insights into: 

  • Key metrics required to measure service desk excellence

  • How peers across industries and countries perform

  • Characteristics that determine agent productivity and service desk efficiency

  • Future-proofing service management with scalable solutions

You can access the full report here.

If you have any questions or suggestions on how to make this report better, feel free to comment below or write to us at

2 replies

Userlevel 7
Badge +10


I requested it a few hours ago but nothing received via email yet though - are requests “vetted”?



Userlevel 7
Badge +9

Hi Stephen!

I’d request you to just in case check your Spam as well? I had requested my copy and it reached my inbox within few minutes. The email subject would be ‘Here's your copy of the Freshservice Benchmark Report 2021.’ Give it a check and if not, we will look upon it from our end as well.

Have a great day!