Active tickets
86
Everything not closed
Reports
Helpdesk analytics
How effectively are we supporting the organization?
Waiting for user
15
Customer response needed
SLA breached
84
Active work past due
Avg first response
0.1h
First technician action
Avg resolution
16.3h
Resolved and closed tickets
Backlog age
12.8d
Average active ticket age
Ticket volume
Demand pattern by month, week, and day.By month
By week
By day
Technician performance
Assigned work, resolved tickets, reopened work, and current queue size.| Technician | Assigned | Resolution / queue | Signal |
|---|---|---|---|
| Avery Walker 9 resolved / 0 reopened | 25 assigned | 15.0h avg / 22 current | warning |
| Jordan Patel 4 resolved / 0 reopened | 25 assigned | 15.5h avg / 21 current | warning |
| Sam Rivera 4 resolved / 0 reopened | 25 assigned | 16.5h avg / 22 current | warning |
| Taylor Brooks 11 resolved / 0 reopened | 24 assigned | 17.5h avg / 20 current | warning |
Recurring problems
Issues creating repeated demand and likely candidates for knowledge or problem management.| Issue | Volume | Priority signal |
|---|---|---|
| Installation Category: Software | 20 tickets | 9 high priority |
| Display Category: Hardware | 20 tickets | 1 high priority |
| VPN Category: Network | 19 tickets | 10 high priority |
| Docking Category: Hardware | 11 tickets | 10 high priority |
| Printer Category: Hardware | 10 tickets | 9 high priority |
| Password Category: Access | 10 tickets | 0 high priority |
| Mobile Device Category: Mobile | 9 tickets | 0 high priority |
| Network Closet Category: Network | 1 tickets | 0 high priority |