Support Dashboard
Ticket volume, SLA compliance, agent performance, and knowledge base health — your support operations at a glance.
Open Tickets
248
1212 urgent need attention
Urgent 12High 68Med 112Low 56
Avg Response
1h 24m
18faster than last week
<1h 1421-4h 724-24h 28>24h 6
Resolution Rate
94%
2234 of 248 resolved
Resolved 234Prog 8Pending 4Esc 2
CSAT Score
4.6/5
0.21,284 ratings this week
5★ 8404★ 3123★ 841-2★ 48
Ticket Volume Trend
Tickets created vs. resolved over the last 7 days. Net change: +11 tickets.
Created Resolved
Total Created
291
Total Resolved
280
Peak Day
Thu (62)
SLA Compliance
Resolution time distribution across all tickets.
98%SLA met
Resolved < 1h
6868.0%
Resolved < 4h
2222.0%
Resolved < 24h
88.0%
Breached SLA
22.0%
2 tickets breached SLA this week — review escalation policy.
Active Tickets
Latest tickets across all queues and priorities.
| Ticket | Subject | Priority | Created |
|---|---|---|---|
| TKT-4821 | Cannot import CSV file | high | 2 hr ago |
| TKT-4820 | Billing discrepancy on invoice | urgent | 4 hr ago |
| TKT-4819 | Feature request: dark mode | low | 6 hr ago |
| TKT-4818 | API rate limit question | medium | 8 hr ago |
| TKT-4817 | Login 2FA not working | high | 12 hr ago |
Agent Performance
Top 5 agents by resolved tickets this week.
- 1EP
Elena Petrov
156 resolved58m4.9 - 2SC
Sarah Chen
142 resolved1h 12m4.8 - 3AT
Aiko Tanaka
134 resolved1h 18m4.7 - 4MR
Marcus Reyes
128 resolved1h 28m4.6 - 5JO
James Okoro
118 resolved1h 42m4.4
Elena Petrov leads the team with a 58-minute average response and 4.9 CSAT. Consider pairing her with James for mentoring.
Knowledge Base Insights
Top 5 most-viewed articles this month.
Setting up SSO with SAML 2.0
12%12,48092%API rate limits and quotas
8%9,84088%Importing CSV files larger than 100MB
24%8,42076%Configuring webhook retries
3%6,82084%Billing and invoice FAQ
5%5,94091%
"Importing CSV files" views surged +24% — consider expanding this article or surfacing it proactively in onboarding.