HelpDesk Dashboard for Ticket Performance & SLA Monitoring
A Power BI HelpDesk Service Performance Dashboard tracking service tickets raised by employees, partners, and customers — ensuring IT and support operations are efficient and aligned with SLA targets.
Client Overview
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 covering warranty claims, IT issues, maintenance requests, and administrative queries.
The support team was relying on manual Excel exports for reporting — a process that limited real-time visibility into ticket resolution performance, SLA compliance, and agent productivity. There was no way to quickly identify breaches or underperforming areas.
Iqra Technology was engaged to design and build a Power BI HelpDesk dashboard that automated data refresh from Excel exports, provided dynamic SLA tracking, and gave management real-time visibility into workload distribution and agent performance.
Industry Details
Project Overview
A leading Canada-based company focused on designing, building, and selling residential communities across multiple development phases. The company manages a diverse portfolio of projects and communities, serving homebuyers through the entire residential sales journey while overseeing large-scale construction and development operations.
Client Requirements
- Track service tickets raised by employees, partners, and customers.
- Monitor SLA compliance — ensuring tickets are resolved within agreed timeframes.
- Track agent productivity and ranking across the support team.
- Provide monthly ticket volume and trend analysis for workload planning.
- Calculate and visualise average response and resolution times.
- Segment ticket data by department, type, and source for deeper analysis.
- Automate data refresh from HelpDesk Excel exports to eliminate manual reporting effort.
- Enable identification of SLA breaches and underperforming areas in real time.
Technical Stack
Challenges & Solutions
Measurable Results
Implementation Highlights
- Integrated HelpDesk Excel exports directly into Power BI for automated monthly updates.
- Built dynamic SLA compliance KPIs tracking tickets against agreed resolution timeframes.
- Developed agent ranking and productivity metrics for comparative performance review.
- Created monthly ticket volume trend visuals for workload planning and forecasting.
- Built average response and resolution time calculations using DAX measures.
- Added departmental segmentation for deeper analysis of ticket source and type distribution.
What Our Clients Say
Verified reviews from Clutch.co — rated 4.7/5 across 8 client engagements.
"What stood out most about Iqra Technology was their genuine commitment to delivering quality work and their proactive approach throughout the project. It felt like working with a partner rather than just a vendor."
"Working with Iqra Technology was an excellent experience. They understood our requirements clearly and completed the integration smoothly. The end result has streamlined our operations."
"Iqra Technology played a key role in enhancing our internal digital workplace. The portal is now easy to navigate, visually clean, and aligned with our business needs."
"They performed as promised, communicated regularly, and completed the project on time. All requested data was properly and securely migrated."
"They're flexible and professional. If the company has a tight budget, they're the best company to work with. The team provides good value for money."
"The developer integrated seamlessly into our project, delivering high-quality dashboards that improved decision-making for our clients."
FAQs
Need a Similar Solution?
Our Power BI experts can build HelpDesk and service performance dashboards that give your support management real-time visibility into SLA compliance, agent productivity, and ticket trends.
