Helpdesk Ticketing Satisfaction Report
Budget: $250 – $750 USD
I need a clear, data-driven report that lets me monitor how satisfied end users are with our IT help desk. The ticketing system already stores all the raw data; what I’m missing is a concise view that translates that data into actionable insights.
The report must zero in on three satisfaction drivers:
• Response time
• Resolution quality
• Agent professionalism
I’m happy for you to work in the environment you’re most comfortable with—Excel, Power BI, Tableau or a direct SQL‐based dashboard are all acceptable—so long as the final output is easy for non-technical managers to read and refresh on demand. Trend charts, scorecards, and a short narrative summary will help leadership see at a glance where we’re excelling and where we need to improve.
Please include a brief outline of the data you’ll pull from the ticketing platform, the calculations you’ll apply (averages, SLAs met, CSAT scores, etc.), and a sample mock-up or wireframe so I can confirm the layout before you build the full report.
The report must zero in on three satisfaction drivers:
• Response time
• Resolution quality
• Agent professionalism
I’m happy for you to work in the environment you’re most comfortable with—Excel, Power BI, Tableau or a direct SQL‐based dashboard are all acceptable—so long as the final output is easy for non-technical managers to read and refresh on demand. Trend charts, scorecards, and a short narrative summary will help leadership see at a glance where we’re excelling and where we need to improve.
Please include a brief outline of the data you’ll pull from the ticketing platform, the calculations you’ll apply (averages, SLAs met, CSAT scores, etc.), and a sample mock-up or wireframe so I can confirm the layout before you build the full report.