Good morning, Marta
Three of your tickets are open and one is waiting on your reply.
Open tickets31 waiting on you
Median first reply42 minlast 90 days
Resolved this year28all channels
Answered by search14before raising
Your tickets
3 openTK-8841 - laptop will not connect to VPNAgent replied 2 days ago asking for a screenshotWaiting on you
TK-8836 - access to finance driveWith Jonas Weber for approval since yesterdayIn approval
TK-8829 - new monitor requestApproved, awaiting stock - expected 8 SeptemberIn progress
My tickets
Everything you have raised, and what it is waiting on.
Your tickets
| Reference | Subject | Category | Raised | Agent | Status |
|---|---|---|---|---|---|
| TK-8841 | Laptop will not connect to VPN | IT | 28 Aug | Tom Ellery | Waiting on you |
| TK-8836 | Access to finance drive | Access | 31 Aug | Auto | In approval |
| TK-8829 | New monitor request | Equipment | 22 Aug | Marcus Bell | In progress |
| TK-8790 | Payslip not visible | Payroll | 14 Aug | Marta K. | Resolved |
| TK-8744 | Password reset | IT | 02 Aug | Auto | Resolved |
Nothing matches that search.
A ticket waiting on you is shown as such rather than looking like the desk is slow.
Find an answer
Search before you raise. Most questions have already been answered.
Most useful articles
| Article | Category | Views, 30d | Resolved without a ticket | Status |
|---|---|---|---|---|
| Connecting to VPN, step by step | IT | 412 | 88 | Published |
| Resetting your password | IT | 384 | 142 | Published |
| Requesting access to a shared drive | Access | 196 | 34 | Published |
| Where to find your payslip | Payroll | 162 | 41 | Published |
| Expense claim cut-off dates | Finance | 0 | 0 | Requested |
Nothing matches that search.
Every resolved ticket can become an article, and the deflection it earns is measured rather than assumed.
Queue
Everything open, ordered by what breaches first.
Open tickets426 unassigned
Breaching in 2 hrs52 already breached
First contact resolution62%target 65%
Open queue
| Ticket | Subject | Requester | Priority | Age | SLA left | Status |
|---|---|---|---|---|---|---|
| TK-8848 | Cannot access email | User 4412 | High | 3h 10m | -0h 50m | Breached |
| TK-8846 | Printer offline, floor 2 | User 4408 | Medium | 5h | 1h | At risk |
| TK-8841 | VPN connection failing | Marta Kowalski | Medium | 4 days | Paused | Waiting on user |
| TK-8836 | Finance drive access | Marta Kowalski | Low | 1 day | 6h | In approval |
| TK-8830 | Software install request | User 4396 | Low | 2 days | 22h | Assigned |
Nothing matches that search.
Clocks pause while a ticket waits on the requester, so agents are not penalised for someone else's delay.
SLA clocks
Response and resolution targets by priority, with pauses recorded.
Response within target94%
Target 95%
Resolution within target88%
Target 90%
First contact resolution62%
Target 65%
By priority, last 30 days
| Priority | Target response | Target fix | Tickets | Met | Breached | Trend |
|---|---|---|---|---|---|---|
| Critical | 15 min | 4 hrs | 8 | 100% | 0 | Strong |
| High | 1 hr | 8 hrs | 62 | 94% | 4 | Steady |
| Medium | 4 hrs | 24 hrs | 184 | 91% | 16 | Steady |
| Low | 1 day | 5 days | 142 | 97% | 4 | Strong |
Medium priority carries the most breaches simply because it carries the most volume.
Deflection
How many questions the knowledge base answered before a ticket existed.
Deflected this month305answered by search
Deflection rate34%of all queries
Tickets avoided, est.$4,270at $14 per ticket
Top deflecting articles
| Article | Views | Deflected | Rate | Linked from tickets | Verdict |
|---|---|---|---|---|---|
| Resetting your password | 384 | 142 | 37% | 62 | Excellent |
| Connecting to VPN | 412 | 88 | 21% | 94 | Good |
| Where to find your payslip | 162 | 41 | 25% | 18 | Good |
| Requesting drive access | 196 | 34 | 17% | 41 | Fair |
VPN gets the most views and still generates the most tickets. The article is being found but is not answering the question.
Routing and SLAs
Where a ticket goes, and what it promises when it gets there.
Routing rules
| Category | Routes to | Default priority | Approval | SLA | Status |
|---|---|---|---|---|---|
| IT | IT support | Medium | None | 4h / 24h | Active |
| Access | Line manager, then IT | Low | Required | 1d / 5d | Active |
| Equipment | IT support | Low | Above $500 | 1d / 5d | Active |
| Payroll | Payroll team | Medium | None | 4h / 24h | Active |
| Facilities | Facilities | Medium | None | 4h / 24h | Active |
| Anything else | Service desk triage | Low | None | 1d / 5d | Active |
A ticket nobody claims within its response target escalates rather than sitting in triage.
Audit log
Every reassignment, SLA pause and rule change. Retained for seven years.
Events
| When | Actor | Action | Target | Source |
|---|---|---|---|---|
| 01 Sep 09:40 | System | Breached response target | TK-8848 | scheduler |
| 01 Sep 08:10 | Tom Ellery | Paused clock, waiting on requester | TK-8841 | web |
| 31 Aug 14:20 | System | Routed for approval, access request | TK-8836 | scheduler |
| 30 Aug 11:00 | Tom Ellery | Published article from resolved ticket | Connecting to VPN | web |
| 28 Aug 09:15 | Lena Brandt | Changed Medium fix target to 24 hours | Routing rules | web |
Nothing matches that search.
TIC-48211, exports time out
One ticket, its history and why it keeps coming back.
OpenReopened twiceTIC-48211 · Marchetti Trust · priority 2 · opened 26 August
Exports time out on files over 50MB
Closed twice as fixed and reopened twice by the customer. Both closures were the same workaround, and the workaround is to export less data.
Open for12 daysSLA is 5 working days
Reopened2 timeseach within 48 hours
Replies149 from us
Similar tickets9this quarter, 4 customers
What has happened
Opened26 August · customer
Closed as fixed28 August · workaround givenNot fixed
Reopened29 August · same fault48 hours
Closed as fixed2 September · same workaroundNot fixed
Reopened4 September · same fault48 hours
Two closures, one workaround, no change to the product. A ticket closed with a workaround and no linked problem is a ticket that will be back.
The same fault elsewhere
Marchetti Trust3 tickets · this one twice reopenedOpen
Ostervall Retail4 tickets · all closed as workaroundWill return
Halvorsen Group1 ticket · closed
Nordvik Foods1 ticket · openOpen
Nine tickets, four customers, one cause, no problem record. Each agent has seen one or two and none has seen nine.
What it would take
Raise a problem recordLinks the nine and stops the closuresRecommended
Give the workaround againTwo days of quiet, then a third reopenDone twice
Engineering estimateStreamed export · not yet requestedNot started
Tell the four customersNobody has said this is knownNot done
The last row costs nothing and is the one customers actually ask about. Being told it is known and being worked on changes a reopen into a wait.
New ticket
What happened, to whom, and how much it matters.
The report
Matched against what we already know
Similar open tickets4 · same symptomLook first
Known problemsNone linked to this symptomNone
Recent changesExport service updated 22 AugustCandidate
Knowledge articles1 · the workaroundWorkaround only
Matching happens as the ticket is typed. The absence of a problem record against four similar tickets is itself the finding.
SLA
Priority 2 is five working days to resolution and four working hours to first response. A reopen restarts the resolution clock and not the response one, which is why a twice-reopened ticket can still show as inside SLA.
A priority 1 pages the on-call engineer immediately.
PRB-0142, export timeouts
One problem behind many tickets.
Under investigation9 tickets linkedPRB-0142 · raised 6 September · owner Hedda Nilsen
Nine tickets across four customers since June, each closed with the same workaround. The problem record was raised eleven weeks after the first ticket.
Tickets linked9across 4 customers
First seen18 June11 weeks ago
Agent time spent18 hourson repeated diagnosis
Reopens caused5of 22 this quarter
What is known
SymptomExport times out above roughly 50MBConfirmed
IntroducedExport service update, 22 AugustLikely
Earlier reports18 June · before that updateContradicts
WorkaroundExport in parts · works, is not a fixIn use
The third row disproves the second. Recording it stops the same wrong cause being proposed by the next person to look.
Actions
Tell the four customers it is knownOwner: Hedda Nilsen · todayOpen
Stop closing tickets as fixedLink to this problem insteadDone
Engineering estimate for streamed exportRequested 6 SeptemberOpen
Publish the workaround properlyOne article, linked from the productOpen
The first action costs one email and removes most of the reopens. It is open because it belongs to nobody in a normal ticket workflow.
Reopened tickets
What came back, and what closed it the first time.
Reopened this quarter226.4% of closures
Within 48 hours1464% of reopens
Closed with a workaround1882% of reopens
Linked to a problem3of 22
Reopens
22 this quarter| Ticket | Customer | Closed as | Reopened after | Times | Problem linked |
|---|---|---|---|---|---|
| TIC-48211 | Marchetti Trust | Workaround | 48 hours | 2 | Now |
| TIC-47988 | Ostervall Retail | Workaround | 3 days | 1 | No |
| TIC-47841 | Ostervall Retail | Workaround | 36 hours | 1 | No |
| TIC-47620 | Nordvik Foods | No response | 5 days | 1 | No |
| TIC-47412 | Halvorsen Group | Workaround | 2 days | 1 | No |
Eighteen of twenty-two were closed with a workaround. A workaround is a reason to keep a ticket open, not a reason to close one.
Closure rate and reopen rate move in opposite directions and only one of them is usually on a dashboard. Every reopen here counted as a resolution first.
SLA and breaches
What was promised, what was met, and what the clock hides.
Met this month91%target is 95%
Breached34of 384 tickets
Met but reopened18counted as met
True first-time resolution78%13 points below the headline
By priority
91% met| Priority | Response | Resolution | Volume | Met | Note |
|---|---|---|---|---|---|
| 1, service down | 30 minutes | 4 hours | 11 | 100% | Met |
| 2, major impact | 4 hours | 5 days | 84 | 89% | Reopens excluded |
| 3, minor impact | 1 day | 10 days | 188 | 92% | Met |
| 4, no impact | 2 days | 20 days | 101 | 96% | Met |
Priority 2 carries every reopen and still reports 89%, because a reopen restarts the resolution clock rather than failing the original.
Ninety-one per cent met, seventy-eight per cent fixed first time. Both numbers are true; only the second one matches what the customer experienced, and it is not the one in the contract.
Reports: activity
Volume and throughput, by owner and by type.
Tickets this month384across 34 customers
Opened this month384against 362 closed
Median age3.8 daystarget is 5 days
Owned by nobody14oldest is 9 hours
By agent
This quarter| Agent | Open | Closed | Median days | Overdue |
|---|---|---|---|---|
| Hedda Nilsen | 18 | 112 | 2.9 | 2 |
| Ravi Lindberg | 22 | 104 | 3.4 | 6 |
| Sofie Brandt | 19 | 96 | 4.1 | 5 |
| Tom Waverley | 24 | 78 | 5.2 | 9 |
| Unassigned | 14 | 0 | - | 14 |
The last column is reopens, not backlog. Speed and reopens rise together here, which is what happens when a workaround counts as a resolution.
Volume over time
12 weeksTickets per week. Volume is flat; what has grown is the share of it that is the same nine tickets coming back.
By type
This quarterReports: performance
Against target, with the gap named.
Against target91%of SLAs met
Best agentPriority 1100% met, 11 tickets
WorstPriority 289%, and carries every reopen
Trend-2 ptson last quarter
Against target by type
100 is the targetTrue first-time resolution is 78%, thirteen points below the headline, because a reopen restarts the clock instead of failing the original ticket.
What moved
Rule-derivedReopens at 6.4% of closures82% of them were closed with a workaroundDown
Nine tickets, one cause, no problem record for 11 weeksEach agent saw one or twoWatch
First response within target on 97%The response clock is the one being managedUp
Threshold rules over the figures above, not a model. Each line names the number it came from so you can disagree with it.
Reports: exceptions
What breached, what is late and what nobody owns.
Breached34SLA breaches this month
At risk22inside 48 hours
Unassigned14no owner at all
Reopened22closed then raised again
Exceptions
34 open| Ticket | Customer | Problem | Age | Reopened |
|---|---|---|---|---|
| TIC-48211 | Marchetti Trust | Same fault, third time | 12 d | 2 |
| TIC-47988 | Ostervall Retail | Closed on a workaround | 9 d | 1 |
| TIC-48104 | Nordvik Foods | Unassigned 9 hours | 2 d | 0 |
| TIC-47620 | Nordvik Foods | Closed with no response sent | 14 d | 1 |
| TIC-47412 | Halvorsen Group | Same fault as four others | 18 d | 1 |
Four of five share one underlying cause that had no problem record until this week. They are five separate breaches on the report and one piece of work in reality.
Telling the four affected customers that the fault is known costs one email and removes most of the reopens. It sits unowned because no ticket workflow has a place for it.
People
Who has an account, and what they own.
People
26 accounts| Name | Role | Queue | Last active | Status |
|---|---|---|---|---|
| Georgina Halle | Administrator | Service | 4 minutes ago | Active |
| Hedda Nilsen | Service manager | Service | 18 minutes ago | Active |
| Ravi Lindberg | Agent | Tier 2 | 40 minutes ago | Active |
| Sofie Brandt | Agent | Tier 1 | 1 hour ago | Active |
| Tom Waverley | Agent | Tier 1 | Yesterday | Active |
| Isak Norberg | Engineering | Product | 3 hours ago | Active |
Deactivating somebody prompts you to reassign what they own rather than doing it silently, because an unowned record is how a register rots.
Roles
What each role is scoped to and what it may approve.
Recent changes
Agents can no longer close a ticket linked to an open problemGeorgina Halle · 6 SeptemberLogged
Engineering given problem-record accessGeorgina Halle · 12 MayLogged
Role changes sit in the same audit log as record changes, because both change what somebody can do.
Why custom roles exist
- An agent closes tickets and cannot close a problem
- A ticket linked to an open problem cannot be closed as fixed by anybody
- Engineering sees the problem and the linked tickets, not the whole queue
- A customer can reopen their own ticket without an agent agreeing
Roles
5 roles| Role | Type | People | Scope | Can approve to | Status |
|---|---|---|---|---|---|
| Administrator | Built in | 1 | Everything | No limit | Active |
| Service manager | Built in | 2 | All queues | Closes problems | Active |
| Agent | Built in | 16 | Assigned queues | Closes tickets | Active |
| Engineering | Custom | 4 | Linked problems only | Updates problems | Active |
| Customer | Custom | 3 | Own tickets | Reopens | Active |
A role carries a scope and an approval ceiling. Both are enforced on the server; hiding a button is not access control.
Permissions
Every capability against every role, as enforced.
What each role can do
10 capabilities| Capability | Administrator | Manager | Agent | Engineering | Customer |
|---|---|---|---|---|---|
| View the queue | Yes | Yes | Assigned | Linked | Own |
| Raise a ticket | Yes | Yes | Yes | Yes | Yes |
| Reply to a customer | Yes | Yes | Yes | No | Yes |
| Close a ticket | Yes | Yes | Yes | No | No |
| Close one linked to an open problem | No | No | No | No | No |
| Reopen a ticket | Yes | Yes | Yes | No | Yes |
| Raise a problem | Yes | Yes | Yes | Yes | No |
| Close a problem | Yes | Yes | No | No | No |
| Change an SLA | Yes | No | No | No | No |
| Read the audit log | Yes | Yes | Own | No | No |
Enforced per query rather than by hiding controls. A scoped "yes" means the row exists but is limited, which is why some actions need a second person.
Nobody can close a ticket linked to an open problem. That single row is what turns nine repeat tickets into one piece of work instead of nine closures and five reopens.
Notifications
What the system sends, to whom, and when.
What is sent
Ticket reopenedTo the original closer and the managerOn
Third similar ticket in 30 daysTo the manager, to consider a problemOn
Ticket unassigned 2 hoursTo the queueOn
SLA at 75% elapsedTo the assigned agentOn
Problem updatedTo every customer with a linked ticketOn
Every message names the record it is about, so a reply lands somewhere.
Quiet hours
No routine notifications20:00 to 07:00, local to the personOn
Urgent overridesA priority 1 at any hourOn
Weekly digestMonday 08:00On
A notification that waits until morning is one that did not work, so the override is explicit rather than a setting nobody finds.
Notification rules are yours to set. What is here is a starting point drawn from how the queue actually behaves.
Integrations
Connected systems and their sync history.
Connected
4 connectedEmail and chatTickets from where customers already areConnected
Customer recordsContract, SLA and entitlementConnected
Change managementWhat was released and whenConnected
Engineering trackerProblems into the development backlogConnected
Status pageKnown problems, published automaticallyNot connected
What breaks without them
- Without change management a fault cannot be lined up against a release, which is how the wrong cause survived three weeks
- Without the engineering tracker a problem stops at the desk
- Without a status page telling four customers is four emails somebody has to remember to send
- Tickets still flow; the repeats stop being visible as repeats
Sync history
Last 24 hours| When | Source | Records | Result |
|---|---|---|---|
| Continuous | Email and chat | 384 tickets | Live |
| 06:00 today | Customer records | 34 customers | Current |
| Continuous | Change management | 18 releases | Live |
| Continuous | Engineering tracker | 6 problems | Live |
A sync that half-succeeded is listed as such rather than as a failure, because the records that did land still changed something.
Import and export
Bulk load and extract, with per-row validation.
Import
Validated before anything is written. A file with one bad row imports the rest and tells you which line failed and why.
Export
RangeEverythingThis yearFiltered view
Recent imports and exports
Last 30 days| When | What | Rows | Result | By |
|---|---|---|---|---|
| 3 Sep 09:30 | Import | 34 | Complete | Georgina Halle |
| 1 Sep 18:00 | Export | 384 | Complete | Hedda Nilsen |
| 22 Aug 14:00 | Import | 96 | Complete | Georgina Halle |
Every import is kept with its source file, so a bad load can be traced rather than argued about.