Total Tickets
1,847
+12%
vs last month
Resolution Rate
94.2%
+3.1%
improvement
Avg First Response
18m
-42%
faster
Customer Satisfaction
4.7/5
★★★★★
avg rating
Ticket Volume Trend
Daily ticket creation over time
Nov 1
Nov 5
Nov 10
Nov 15
Nov 20
Nov 25
Nov 30
Tickets by Category
Distribution across service areas
Applications
542
29%
Network
461
25%
Hardware
369
20%
Database
277
15%
Other
198
11%
Resolution Time Analysis
Average resolution time by priority
P1 - Critical
1.2h
Target: 2h
P2 - High
3.4h
Target: 4h
P3 - Medium
8.7h
Target: 12h
P4 - Low
18.3h
Target: 24h
SLA Compliance
Service level agreement performance
| Priority | Within SLA | Breached | Compliance % |
|---|---|---|---|
| P1 | 87 | 5 |
95%
|
| P2 | 234 | 12 |
95%
|
| P3 | 521 | 18 |
97%
|
| P4 | 412 | 7 |
98%
|
Top Performers
Highest resolution rates this month
1
Sarah Chen
Network Engineer
97%
128 tickets
2
Lisa Anderson
IT Support Specialist
96%
142 tickets
3
Marcus Kim
Database Admin
94%
105 tickets
4
Michael Chang
Backend Developer
93%
98 tickets
Customer Satisfaction Trends
Average CSAT score over time
Average Score
4.7/5
+0.3 vs last month
Total Responses
1,247
67% response rate