Reporting dashboard
The reporting dashboard gives you a clear view of how your helpdesk is performing. It brings ticket activity, team output, and customer satisfaction together so you can spot trends, catch problems early, and see where to invest.
What you can measure
The dashboard covers the metrics that matter most to a support team:
| Report | What it tells you |
|---|---|
| Ticket volume | How many tickets come in over time, so you can see busy periods and growth. |
| Resolution times | How long tickets take to reach the Solved status, including first response. |
| Agent performance | How much each agent handles and how quickly, to balance load and recognize strong work. |
| SLA compliance | How often your team meets its SLA targets, and where breaches happen. |
| Backlog | How many tickets are open and unresolved right now, so a growing queue doesn’t go unnoticed. |
| Outcomes | How tickets are being resolved, so you can see patterns in what your team handles. |
| Customer satisfaction (CSAT) | How customers rate the support they received. |
Reading the trends
Each report is most useful over a date range rather than a single day. Rising volume against flat resolution times can signal you need more coverage; falling CSAT alongside SLA breaches points to where service is slipping. Watching these together turns raw numbers into decisions.
Tying reports back to your policies
SLA compliance and resolution times are measured against the targets you set in your SLA policies. If compliance is low, revisit whether your targets and staffing match the volume you’re seeing.