The Service Desk Dashboard provides a comprehensive and interactive overview of all support and service desk activities. It is designed to enhance visibility into ticket statuses, priorities, and progress, helping users and support teams manage and resolve issues more effectively.

Navigation Path: Dashboard → Service Desk Dashboard

Purpose:

To monitor, track, and analyze service desk tickets through real-time data and visual summaries, enabling timely action and efficient support management.

Key Features:

Ticket Status Overview

Users can view tickets categorized by current status:

• Tickets Pending
• Tickets In Progress
• Tickets On Hold
• Tickets Closed

Graphical Insights and Analytics

The dashboard includes visual summaries to support quick analysis and decision-making:

• Active Tickets by Request Type – View open tickets grouped by type (e.g., IT, HR, Facilities).
• Active Tickets by Priority and Request Type – Analyze urgency and category distribution.
• Active Ticket Time Span – Monitor how long tickets have been open.
• Closed Ticket Time Span – Review historical resolution performance.

Benefits:

• Provides real-time ticket tracking and status monitoring.
• Enhances support team efficiency by prioritizing workload.
• Enables data-driven decision making with performance visualizations.
• Improves user satisfaction by ensuring timely follow-ups and closure.