Helpdesk Dashboards and Reporting
Summary
The service exposes a dashboard summary plus SLA, agent-load and category-summary reports. The administration page loads all four and renders their structured responses. The employee dashboard derives an open-ticket count from the employee helpdesk list.
Audience
Helpdesk administrators, managers, product, QA and support.
Business Purpose
Provide operational visibility into workload, status, service-target exposure, ownership and demand categories.
Actors
Administrators review tenant metrics; agents contribute state and ownership data; employees see a personal-intended open count; product and support interpret limitations.
Business Process
The dashboard returns totals, status counts, breached/due-soon SLA measures and average resolution hours. SLA reporting returns target and breach detail. Agent load groups active work by assignee. Category summary groups volume by category.
Responsibilities
Operators maintain accurate status, ownership and timestamps. Business owners define metric meaning and reporting periods. Implementers must ensure employee data is requester-scoped before presenting it as personal.
Business Rules
Active report status includes Open, Assigned, InProgress, WaitingForRequester and Reopened. One health summary excludes WaitingForRequester from its open count, creating a verified metric inconsistency. Average resolution uses tickets with a resolution timestamp.
Integrations
Reports are calculated directly by Helpdesk Service and consumed by the administration UI. No verified enterprise Reporting or Analytics Service handoff exists.
Limitations
No date-range, export, schedule, trend, drill-down, saved report, satisfaction metric or visualization was found. Admin report cards show raw structured content. Employee count inherits the tenant-wide list scoping risk.
Requires Confirmation
Metric definitions, timezone, business calendar, due-soon window, audience access, reporting retention and intended enterprise reporting integration require confirmation.
Source References
microservices/src/helpdesk-service/Api/HelpdeskEndpoints.csUI/salary-ui/apps/client-hrms-portal/src/pages/admin/OperationsAdminPages.tsxUI/salary-ui/apps/client-hrms-portal/src/ess/EssPages.tsx
Reference Content
The four service reports, presentation behavior, employee count and metric inconsistency above are the verified reporting reference.
Related Articles
See Also
Keywords
Helpdesk dashboard, SLA report, agent load, category summary, resolution time.
Revision Information
Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.