HelpDesk Dashboard for Ticket Performance & SLA Monitoring
The solution includes designed and implemented a HeapDesk Service Performance Dashboard for a leading Canadian construction and real estate development company. The dashboard tracks service tickets raised by employees, partners, and customers to ensure that IT and support operations are efficient and aligned with SLA (Service Level Agreement) targets.
Client Overview
The client is a Canada-based house builder engaged in real estate development and residential construction. Alongside construction projects, the company manages large-scale customer support and service operations (warranty claims, IT issues, maintenance requests, and administrative queries). They needed a centralized reporting system for monitoring ticket resolution performance and agent productivity.
Technical Stack
Industry
Residential Construction & Real Estate Development
Region
Canada
Project-size
Non-Disclosable
Company size
Large Scale Company
Implementation Highlights
Integrated HelpDesk Excel exports directly into Power BI for automated monthly updates
Built time-based performance visuals for average resolution time, response time, and calendar days to close
Designed SLA compliance visuals to show tickets resolved within or beyond 2 hours (target time)
Created agent-wise comparisons to assess performance and workload distribution
Included departmental and category-level breakdowns to identify recurring issue patterns
Challenges & Solutions
Manual Excel reports limited insights and required repeated effort.
Solution: Automated data refresh from Excel to Power BI, reducing manual workload and errors.
Lack of visibility into SLA compliance and agent efficiency.
Solution: Developed dynamic KPIs for SLA tracking, agent ranking, and trend analysis over time.
Difficulty understanding the overall trend and workload distribution.
Solution: Introduced visual trends (monthly ticket volume, average response/resolution times) and departmental segmentation for deeper analysis.
1000+ Projects Experienced
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8+
Years of Business
Experience
100+
Happy
Customers
15+
Countries with
Happy Customers
100+
Agile enabled
employees
Results & Impact
- Improved visibility into HelpDesk performance across all departments.
- Reduced manual reporting time by over 70%.
- Enabled quick identification of SLA breaches and underperforming areas.
- Enhanced data-driven decision-making for workload planning and process optimization.
Key Learnings & Next Steps
- Automating HelpDesk reporting saves time and improves accuracy of SLA monitoring.
- Visual comparisons of agents and departments increase accountability and transparency.
- Integrate live data connection from the HelpDesk tool to eliminate Excel dependency and include satisfaction ratings for closed tickets.
