Help Desk Tickets Dashboard

Helpdesk Dashboard Screenshot

High Level Design

Overview

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.

Goals

Improve our customer satisfaction rates.

Objectives

  • 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

Department

Customer Service Sales SaaS Software Executive

Role

Support Managers, C-Level Executives, Customer Success Managers

Data Connectors

KPIs

First Response Time, Time to Resolution

Implementation
Kit

The following resources will enable you to design your dashboard and data model with sample data and then apply it to your own data. Note that you will need to have a previously installed version of Sisense (you can use the free trial version if you’re not a customer).

Sample data and dashboard examples (direct download)

Documentation

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