Three weeks into a new IT contract, I found out the support team had no real-time visibility on SLA status. They knew tickets existed. They didn't know which ones were about to breach — until they already had. I built a live SLA dashboard. Every open ticket...
Three weeks into a new IT contract, I found out the support team had no real-time visibility on SLA status.
They knew tickets existed. They didn't know which ones were about to breach — until they already had.
I built a live SLA dashboard. Every open ticket visible at a glance, colour-coded by how close it is to breaching:
→ P1 tickets: 1-hour SLA — red the moment they go over
→ P2: 4 hours — orange countdown from 90 minutes out
→ P3 and P4 stacked below, colour-coded by urgency
→ Analyst workload sidebar — see immediately if one person is buried
When I loaded it up on a TV screen in the IT room, the team lead said it was the first time in three years he knew exactly what state the queue was in without opening the ticketing system.
Pulled from any CSV export — works with Jira, Freshdesk, Zendesk, or anything that can produce a flat file.