Overview
We developed a professional and secure Power BI dashboard solution for a client’s Help Desk operations, offering real-time insights, interactive reporting, and row-level security — all powered by data fetched through an authenticated API integration.

Client Objective
The client needed a centralized analytics solution to:
- Monitor and analyze ticket performance and support KPIs
- Identify bottlenecks and improve response/resolution times
- Enable team leads and managers to drill down into department-specific metrics
- Securely restrict access to data based on user roles and departments
- Access data from their internal help desk system via REST API
Our Solution
We delivered a robust and optimized Power BI dashboard with the following capabilities:
Authenticated API Integration
- Automated data retrieval from secure, token-based API endpoints
- Refresh scheduling and error handling built-in
Interactive Visualizations
- Dynamic charts for ticket trends, SLA adherence, agent performance, and ticket categories
- KPIs for Open Tickets, Resolved Tickets, Average Response Time, Escalation Rate, etc.
Drill-Down & Drill-Through
- Explore data by time period, priority, category, or support team
- Drill-through pages for detailed ticket-level and agent-specific analysis
Custom Filters and Slicers
- Slicers for date range, departments, ticket types, priority levels, and issue categories
- Seamless user experience to slice data and gain actionable insights
Row-Level Security (RLS)
- Role-based access for agents, team leads, and managers
- Ensures each user sees only their relevant data based on department or hierarchy
Results
- Real-time visibility into operational metrics
- Improved data security with role-based dashboards
- Reduced ticket resolution time through proactive insights
- Data-driven decisions across the support department
Technologies & Tools Used
- Power BI Desktop & Power BI Service
- REST API Integration with OAuth 2.0 / Bearer Token
- DAX for calculated metrics and KPIs
- Power Query for ETL and data transformation
- Row-Level Security roles configured via Power BI Service