Total tickets
—in selected periodCustomer reporting
Customer cadence
No report loaded
Closed tickets
—No data loadedActive tickets
—still requiring attentionMedian time to assignment
—created to first assignmentDistribution
Tickets by status
Run a report to see status distribution.
At a glance
Reporting notes
Useful observations will appear here once a report is loaded.
Detail
Ticket register
| ID | Summary | Status | Agent | Last updated | Last comment |
|---|---|---|---|---|---|
| Choose a customer and run a report. Closed tickets are hidden here. | |||||
Customer reporting
Customer Monthly Reporting
No monthly report loaded
Tickets opened
—created in monthTickets closed
—closed in monthNet flow
—opened minus closedCurrent backlog
—open nowActive from month
—opened this month, still openAvg resolution
—closed ticketsDemand
Tickets by requester
Build a monthly report to see who submitted tickets.
Demand
Ticket categories
Build a monthly report to see ticket categories.
Service
Report notes
Customer-facing notes will appear here once loaded.
Distribution
Status breakdown
No status data loaded.
Backlog
Current age profile
No backlog data loaded.
Detail
Monthly ticket register
| Build a monthly report to see included tickets. | |||||||
Board reporting
SDM Monthly
No SDM month loaded
All-customer service delivery viewIT Helpdesk monthly demand, throughput, backlog, and SLA response median
Tickets opened
—IT Helpdesk demandTickets closed
—resolved in monthNet flow
—opened minus closedCurrent backlog
—open IT Helpdesk ticketsCustomers supported
—with tickets openedSLA median response
—eligible ticketsMedian resolution
—closed ticketsSLA breached
—response or fix target missedTrend
Last 3 months service movement
Build an SDM month to see trend comparisons.
Demand
Highest tickets by customer
Build an SDM month to see customer demand.
Delivery
IT Helpdesk agent performance
Build an SDM month to see agent performance.
Board view
Executive notes
Board-level observations will appear here once loaded.
Demand
Ticket categories
No category data loaded.
Distribution
Status breakdown
No status data loaded.
Admin reporting
Ticket Merge Report
No merge report loaded
Merged ticket activity across all customersAdmin-only whole-of-business view of merged tickets, merge agent counts, and parent/child relationships
Merged tickets
—closed via merge in periodParent tickets
—distinct destination ticketsAgents involved
—performed merges in periodLeaderboard
Merges by agent
Load the merge report to see who merges the most tickets.
Detail
Parent and merged tickets
| Parent ticket | Merged ticket | Client | Merged by | Merged at | Status |
|---|---|---|---|---|---|
| Load the merge report to see merged ticket groupings. | |||||
Live service delivery
Live SDM
Waiting for live data
Refresh in 15:00
Live point-in-time wallboardIT Helpdesk local day flow with live backlog and unassigned tickets
Tickets in today
—opened on current local dayTickets out today
—closed on current local dayNet flow
—in minus outOpen backlog
—active in IT HelpdeskUnassigned
—open IT Helpdesk tickets with agent unassignedStale tickets
—no update in 3 business daysSLA compliance
—action within 90 minutesWeekly view
— week-to-date flow
In —
Out —
SLA —
Monthly view
— month-to-date flow
In —
Out —
SLA —
Live service delivery
Helpdesk Dashboard
Waiting for live data
Refresh in 15:00
IT Helpdesk wallboardLive flow, backlog, and unassigned tickets for dashboard screens
Tickets in today
—opened on current local dayTickets out today
—closed on current local dayNet flow
—in minus outOpen backlog
—active in IT HelpdeskUnassigned
—open IT Helpdesk tickets with agent unassignedWeekly service delivery
Weekly SDM
No historical range loaded
Date selectable SDM viewDefaults to the last 7 days for weekly review
Tickets in period
—opened in selected rangeTickets out period
—closed in selected rangeNet flow
—in minus outOpen backlog
—currently activeStale
—no update for 3+ daysSLA risk
—due within 24h or breachedCustomer flow
Selected period and live backlog
Agent flow
Selected period work and live backlog
Attention
SLA risk worklist
| ID | Customer / ticket | Agent | Status | Last updated | Risk |
|---|
Backlog hygiene
Stale ticket worklist
| ID | Customer / ticket | Agent | Status | Last updated | Age |
|---|
Application admin
Admin
No admin data loaded
Users
Create user
Access
Role guide
Admin can manage users and access all dashboards.
Service Delivery Manager can access all reporting dashboards except Admin.
Sales can access Customer cadence only.
Viewer can access Live SDM only for TV dashboards.
Dashboard User opens straight into the Helpdesk Dashboard in TV mode.
HaloPSA
API connection
User management
Application users
| Username | Role | Status | Password | Created | Actions |
|---|---|---|---|---|---|
| Open Admin to load users. | |||||