High Level Design


This solution will cover the main business questions we’re expecting to find in B2B Help Desk activity. We’d like to have a help desk dashboard that lets us analyze our backlog of tickets and measure our agent’s efficiency against our benchmarks/goals. Moreover, we’ll be able to advise product development teams on weak areas within our product by analyzing the nature of our customer’s tickets and service desk efforts.

Dashboard Example (sample data)

Click on the image to open and interact with the dashboard:

Helpdesk - Customer Service Dashboard


Improve our customer satisfaction rates.


  • Improve our response time to customers tickets
  • Improve the time it takes to resolve a ticket

KPI Architecture

Objectives KPIs Measures Data Source
Improve our response time to customer tickets First Response Time (Hours) Number of new tickets Zendesk
Tickets Backlog Zendesk
Improve the time it takes to resolve a ticket Time to Resolution (Days) Tickets split by their nature Zendesk
Tickets split by their Nature Zendesk

Data Modeling (Elasticube Design)

Suggested data model for help desk analysis