The client, a customer support–focused organization, handled hundreds of service requests and queries on a daily basis. Their operations were heavily dependent on timely resolution of consumer tickets, with the quality of support being a direct factor in overall customer satisfaction.
Despite having dedicated support agents, the leadership team lacked visibility into the end-to-end ticket resolution lifecycle. Data was spread across spreadsheets, emails, and multiple tools, which created challenges in tracking ticket status, resolution timelines, and agent productivity. They required a centralized, automated reporting system that could provide real-time insights into ticket assignments, workloads, and performance metrics to drive efficiency and accountability.
The entire dashboard was integrated with existing data systems and optimized for real-time refresh, ensuring that management always had access to the latest insights.
Aggregated view of all tickets raised, helping the support leadership monitor overall workload trends.
Visibility into the number of unique customers who had raised tickets, supporting customer engagement analysis.
Breakdown of tickets into High, Medium, and Low priority, enabling support managers to focus resources where they mattered most.
Detailed reporting on average resolution time per ticket type, allowing managers to benchmark performance and optimize handling.
Comprehensive ticket lifecycle monitoring, categorized as Assigned, In-progress, On Hold, Closed, or Re-opened, giving stakeholders a clear view of progress at every stage.
Individual and team-level tracking of workloads, resolution times, and pending cases, increasing accountability.
Managers could filter data by time range, agent, priority, and ticket type, ensuring flexible, on-demand analysis.
The solution transformed the client’s ticketing management in several impactful ways:
The organization faced several critical challenges:
Ticket data was scattered across different systems and maintained manually, making it difficult to consolidate into meaningful reports.
Managers were unable to detect bottlenecks in the support process until it was too late, leading to increased turnaround times.
The absence of structured analytics restricted leadership from measuring productivity and accountability of individual support agents.
High-priority or business-critical issues were often buried under low-impact tickets, as there was no systematic way to prioritize tasks.
Without timely insights, there was a risk of unresolved tickets piling up, leading to dissatisfied consumers and a drop in service reputation.
To address these challenges, we designed and implemented a customized Power BI Ticketing Dashboard, providing a centralized, interactive, and visually rich platform for analyzing support operations.
The implementation of the Power BI Ticketing Dashboard delivered measurable results:
By implementing the Power BI Ticketing System Dashboard, the client was able to streamline their entire support process with real-time visibility, data-driven insights, and performance monitoring. The solution not only reduced resolution times but also improved customer satisfaction and accountability across the team. This transformation underscores the power of integrating business intelligence into customer support, turning complex challenges into measurable improvements and long-term operational success.
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