Tracking Performance in Microsoft Teams with Your Ticketing As A Service Dashboard

Managing a support team can sometimes feel like you're trying to see the whole picture through a keyhole. You see individual tickets come and go, but understanding the bigger trends, your team's workload, and overall performance is a real challenge.

To solve this, we built a comprehensive Dashboard right into Ticketing As A Service. This is a feature for Ticketing Owners, to provide a complete overview without ever leaving Microsoft Teams.

Here’s a closer look at how the Dashboard’s key components work together.

Focus Your View with Filters

The Filter panel provides a tailored view of your dashboard. Whether you need a quick snapshot of the Last Week or a comprehensive Year to Date review, the date filters offer instant control. You can even Select a Range for custom reporting. From there, you can further narrow your results by filtering data by Tag and Priority, ensuring you only see what's important.

Track Team Workload with Ease

The Ticket Status and Assignee section offers immediate visibility into how work is distributed. It shows a breakdown of tickets for each assignee in the current view, displaying the number of tickets that are open, in progress, resolved, or closed. This clear breakdown reveals workload balance and performance patterns. It’s the clarity needed to allocate resources effectively, recognize top performers, and offer targeted support where it's needed.

Instantly Track Your Team's Momentum

This graph is your command center for managing ticket flow. It visualizes the balance between incoming requests and completed work, providing a real-time heartbeat of team performance. By tracking if ticket creation is outpacing resolution, it gives you the critical insight needed to act before a small backlog becomes a significant problem.

First-Time Resolution Insights

Some metrics go beyond surface-level activity to reveal true effectiveness. First-Time Resolution (FTR) is one of the most valuable. This chart shows the percentage of tickets resolved in a single interaction—a direct indicator of efficiency and service quality.

Additionally, for users leveraging SLAs, you can activate charts for both First Response and Resolution time by enabling the SLA (Service Level Agreement) feature in the Ticketing As A Service settings. This allows you to closely monitor your service level commitments right from your dashboard.

Dashboard Ticket View

At the base of the dashboard, the ticket list turns insight into action. This dynamic list updates based on any applied filters, connecting high-level trends to specific details. It allows you to instantly investigate trends, analyze agent workloads, and turn dashboard data into decisive action.

Ultimately, the dashboard brings your entire support operation into a single, cohesive view. It’s built to let you move seamlessly from a high-level trend in the charts to the specific tickets driving that trend, all on one screen. This integrated workflow replaces guesswork with evidence, allowing for faster, more effective management right inside your Microsoft Teams environment.

Experience a smarter way to manage your support desk. Try our Ticketing Dashboard now by clicking the button below.

Try Ticketing As A Service

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TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM As A Service, Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.