Analytics & Data Science

Power BI Dashboard for Help Desk Analytics

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

What Our Client Say

This dashboard transformed our help desk management — from gut feeling to data-driven decisions.

- Operations Manager, [Suji Sidharthan]

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