Power BI Technical Support Dashboard Template Monitor SLA & Tickets
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When support breaks, brands break.
A delayed reply here, a missed SLA there… and suddenly customers start doubting everything, your reliability, your service, even your product. One unresolved ticket becomes five. Five becomes fifty. And soon the support team is drowning in issues no one can fully explain.
Every ticket carries a story of a user stuck, a problem unresolved, a customer waiting in silence. But behind the scenes, managers are blindfolded. They know something is slipping, but they can’t see where, why, or how fast it’s happening.
That’s when the cracks start showing, customer satisfaction drops, agents burn out, and leadership demands answers that your scattered reports can’t deliver.
Now imagine flipping the script.
What if you could see SLA breaches before they explode? Spot delayed tickets instantly? Know exactly which agent, product, country, or support channel needs intervention, at a glance?
This Power BI Technical Support Performance Dashboard Template transforms uncertainty into visibility, panic into preparedness, and support instability into executional strength.
See real support metrics in action in this interactive Power BI dashboard, explore SLA breaches, ticket volumes, agent performance, customer satisfaction and more using the navigation pages.
Benefits of this Technical Support KPI Dashboard
- Track Total Tickets, Closed Tickets, Resolved Tickets
- Monitor SLA Breach Rate & SLA Compliance
- Compare Low, Medium & High Priority tickets
- Understand Average Resolution Time by Topic
- Analyze Customer Satisfaction by Agent & Topic
- Review Ticket Volume by Country
- Drill down into Ticket Source (Chat, Email, Phone)
- Detect Peak ticket hours & staffing workload
- Compare ticket trends month vs month
- Uncover improvement gaps with dynamic Insights and Recommendations tabs
Who Can Use This Template
- Technical Support Teams
- IT Service Desks
- Customer Support & Helpdesk Teams
- SaaS Support Operations
- Enterprise Support Managers
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Global Support & Managed Service Providers
How to Use This Template
- Download the .pbix file
- Replace the sample dataset
- Adjust filters (country, source, priority, product line)
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Explore dynamic recommendation insights
Download now and evaluate support performance in just minutes.
Detailed Description of Ticket Resolution Analytics that drive improvement
This Power BI technical support dashboard unifies ticket volume, SLA breaches, resolution time, agent responsiveness and customer satisfaction into one interactive support management system.
Track essential KPIs including Total Tickets, Closed Tickets, Resolved Tickets, SLA Breach Rate, Priority-wise calls, Resolution Time by Topic, Survey Satisfaction Scores, and country-level performance benchmarks.
Understand peak support demand with hourly ticket creation patterns, showing which days and time slots experience the highest volume. This helps you plan staffing, shift allocation, and workload optimization with precision, especially during recurring demand spikes.
Dynamic pages help teams uncover improvement paths using the Insights and Recommendations panels, each updating based on current filters, not hard-coded commentary.
Whether you are tracking agent productivity, reducing ticket backlog, or improving SLA compliance, this support ticket metrics visualization gives leaders and analysts the visibility they need to elevate service performance, faster.
Business Impact of Ticket Resolution Analytics Template
When every ticket is tied to customer trust and product credibility, support can no longer be reactive. This dashboard helps organizations shift from firefighting to foresight by:
- Reducing SLA breaches with real-time visibility of SLA breach rate, priority categories, and monthly breach trends.
- Improving resolution quality by analyzing average resolution time by topic and ticket source, helping managers identify where delays really come from.
- Strengthening customer experience with satisfaction scores mapped by agent and issue type, revealing improvement opportunities instantly.
- Boosting agent performance & accountability through performance insights at agent level, resolution times, ticket volumes, support tier, and SLA compliance.
- Optimizing support staffing & workload using hourly ticket creation patterns and priority distribution, ensuring the right team is available at the right time.
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Enhancing global responsiveness by tracking support performance across countries, revealing gaps by geography and product.
Support becomes measurable.
Performance becomes predictable.
Customer trust becomes repeat business.
What’s Included
- Power BI Technical Support Dashboard (.pbix)
- Sample dataset for testing
- User Guide PDF (with instructions to connect and modify data sources)
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Editable PowerPoint Background Design to apply your own background colors, themes, and brand identity
Technical Details
- Format: .pbix
- Software required: Microsoft Power BI (Pro or Desktop)
- Refresh ready data model
- Fully editable visuals and DAX
- Dynamic insights panel built-in
- Includes User Guide explaining how to update data connections from sample dataset.
FAQ
Does this require advanced Power BI skills?
No. The included User Guide explains exactly how to connect and replace the sample dataset with your own sources. The template is beginner-friendly, however visual or DAX customization requires Power BI knowledge.
Can we add more KPIs or agent fields?
Yes, every visual and data model element is fully editable and extensible.
Does this template include customer feedback analysis?
Yes, the dashboard includes average survey scores, customer satisfaction by topic and agent, and rating distribution metrics.
Are the Insights and Recommendation popups editable?
Yes, and they are dynamic, not static text, meaning the content changes automatically based on the numbers and applied filters.
Does this dashboard help identify recurring issues or ticket patterns?
Yes. The dashboard includes topic-wise breakdowns, ticket source details, and monthly pattern visuals, making it easy to spot frequently occurring problems and take preventive action. The Insights & Recommendations tabs also highlight repeating issues automatically based on the data shown.