SLA Dashboard – A Real Game Changer for Us

How this has helped our company

Implementing this SLA dashboard has given us clear, real-time visibility into our support performance. We can track ticket volumes, closure rates, and resolution times at a glance, segmented by urgency.

This has helped us:

• Prioritize effectively – Critical and high-urgency tickets get immediate attention.

• Improve efficiency – Average resolution time is consistently below 2 days across all priorities.

• Optimize resource allocation – The comparison of hours consumed vs tickets completed shows exactly where our support capacity is going.

• Strengthen accountability – The data is transparent for all stakeholders, making it easier to review results and identify areas for improvement.

Overall, the dashboard has turned scattered metrics into a single source of truth, helping us meet SLAs consistently and improve client satisfaction.