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title: "Request Analytics EAP"
canonical: "https://help.refined.com/page/request-analytics-eap/"
format: markdown
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# Request Analytics - Early Access Program

You're seeing this page because your site has been enrolled in the Request Analytics Early Access Program (EAP) (if you are not enrolled, and want to be included, please reach out to support@refined.com).

These capabilities are still in active development - your feedback will help shape what ships next.

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## What is Request Analytics?

Request Analytics is a new dashboard in your Refined admin that shows you what's actually happening in your JSM portal — not just how many tickets get created, but the full journey leading up to that: where users land, where they drop off, what they read, and what they do after a ticket is submitted.

It answers questions native JSM reporting can't, like:

-   How many people started a request and never finished it?
    
-   Which request types are high-volume but rarely self-served?
    
-   Which knowledge articles do people read _before_ filing a ticket — and does reading them actually stop the ticket from being created?
    

## Where to find it

Go to **Refined Admin → Analytics → Requests (beta)** (new tab).

## What's in V1

The dashboard is organized into three sections. Every widget can be filtered by **time range** (7 / 30 / 90 / 365 days, or week/month), **portal**, **request type**, and **user type** (internal vs. external).

#### 1\. Request lifecycle, volume & outcomes

-   An area chart of requests created and cancelled over your selected time range
    
-   A funnel of started → exited before submission → created, plus a breakdown of how many of those users interacted with a knowledge base article along the way
    

#### 2\. Top request types, origins & articles

1.  Your most-requested ticket types, by volume
    
2.  Where requests are being initiated from across your site
    
3.  Which knowledge base articles users viewed most often just before filing a request
    

#### 3\. User activity after ticket creation

-   How often users return to check on their submitted requests
    
-   Average number of times a ticket is viewed after creation
    
-   Average comment activity per ticket

## What we want your feedback on

This EAP exists to answer three questions before we finalize the feature:

**1\. Naming and labels** Do the widget names make sense at a glance? Is there a term that's ambiguous, misleading, or just doesn't match how your team talks about this?

**2\. Copy and tooltips** Each metric has (or will have) a short definition and a "what this helps you diagnose" note. Are these clear? Do you understand what a metric is measuring and why it matters, without needing to ask us?

**3\. Value of the dashboard and widgets**

-   Does looking at this change what you'd actually do next on your portal?
    
-   Is there a widget you'd never look at? Why?
    
-   Is there something missing that you expected to see?
    
-   Is there anything that's confusing, mislabeled, or just doesn't add up with what you know about your own portal?
    

We're not looking for polish feedback — tell us if something feels genuinely wrong, unclear, or useless. That's exactly what this stage is for.

## How to give feedback

1.  **Quick feedback (5–10 min):** Fill out our short [feedback form](https://forms.gle/kJdZQYReibv3AiPm8)
    
2.  **Talk it through (30 min):** If you'd rather walk us through your reaction live — especially useful if something hard to put into words — [book a slot directly](https://calendar.google.com/calendar/u/0/appointments/schedules/AcZssZ0YpHsKRoR3qcTZ9l34shJ12GinQXirEux76n5SkmI2b2MtAPwdVZ8rCj4dqmJV_fao7ppdq3Wc)
    
3.  **Ongoing feedback:** Spot something later, or have a follow-up thought? Just reply to your EAP invite email or use the form above at any point during the program — you don't need to wait until you've formed a complete opinion.

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## Good to know

-   This is an early access feature: expect some rough edges, and expect things to change based on feedback.
    
-   Your feedback is going straight to the product team building this, not into a general support queue.
    
-   We'll follow up and share what changed based on what you told us.

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