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Operational overview · HaloITSM data

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Date Range
Team
Agent
Priority
Live data · refreshed on upload
TKT-8841P1VPN connectivity failure — remote staff unable to connectBreached 47m ago
TKT-8840P1Email server latency causing delays in client comms14m remaining
TKT-8833P2Azure AD conditional access blocking mobile sign-insBreached 2h 11m ago
TKT-8839P2SharePoint permissions not propagating after AD sync32m remaining

SLA Compliance Rate

60%

2 active breaches · 2 at risk

Critical — review now

Total Tickets

10

4 open · 3 resolved

14-day period

Active SLA Breaches

2

2 tickets at risk

Requires immediate action

Avg CSAT Score

4.5 / 5

40.0% response rate

Good satisfaction

Avg First Response

19m

Time to first agent reply

Within SLA target

Avg Resolution Time

4h 25m

Mean time to resolution

Exceeds 4h target

Open Tickets

4

6 closed / resolved

Current queue depth

Agent Performance

6 agents · 14-day period

Agent
Team
Assigned
Resolved
SLA %
CSAT
Avg FRT
Avg MTTR
MW
Marcus Webb
Infrastructure21
50.0%
4.0
8m3h 45m
TC
Tom Calloway
Identity & Access20
50.0%
4.0
36m7h 45m
AO
Aisha Okonkwo
End User Support21
100.0%
5.0
26m2h 35m
RP
Raj Patel
Identity & Access20
50.0%
N/A12mN/A
PN
Priya Nair
Infrastructure10
0.0%
N/A5mN/A
SG
Sophie Greenfield
End User Support11
100.0%
5.0
22m3h 33m

Recent Tickets

Latest 10 · click to expand