OpenLM Metrics

About OpenLM

OpenLM is a global leader in software license management, helping organizations optimize engineering software licenses (like FLEXlm and DSLS) to reduce costs and ensure compliance.

OpenLM Metrics: Real-Time Analytics

OpenLM Metrics is a sidebar widget built with the Zendesk Apps Framework (ZAF) that provides agents with an instant analytics dashboard for OpenLM-tagged support tickets. This app eliminates manual reporting by surfacing global trends directly in the sidebar, allowing agents to see if a customer's issue is isolated or part of a wider technical trend.

• Contextual Data: Displays requester and organization details for the active ticket.
  
• Live Metrics: Uses 13 Search API queries to track total volume, high-priority issues, and 30-day resolution trends.
  
• Advanced Analytics: Computes average response times and identifies top recurring ticket subjects.
  
• Visual Dashboards: Renders interactive pie and bar charts showing ticket status, priority distribution, and activity trends.
  

Data Disclosure & Privacy Notice

• Data Accessed: Requester info, ticket status, priority, and tags—strictly filtered to the 'openlm' tag—via ZAF and Search API.
  
• Data Usage: Used exclusively to render the in-app dashboard for the active agent.
  
• Storage & Security: No data is stored, exported, or transmitted to external servers. All processing occurs client-side in the browser.
  
• Third-Party Sharing: No data is shared with third parties. No data persists after the session.