Summary

This Power BI IT Ticket Resolution & Support Trends Dashboard helps service desk teams analyze support activity, ticket resolution patterns, and changes in workload over time. It provides an interactive way to investigate how different types of requests move from creation to resolution.

The two-page report was created by Okeh Dono Efasa for the FP20 Analytics ZoomCharts Challenge in July 2025. It uses an IT helpdesk dataset containing more than 1,000 support tickets.

Key Insights of the Power BI IT Ticket Resolution & Support Trends Dashboard

The report combines comparative and time-based analysis to help users examine IT support performance. Its main analysis areas include:

• Ticket resolution: Explore support requests from ticket creation through resolution
• Support trends: Analyze changes in ticket activity and performance over time
• Workload distribution: Compare support activity across the available queues, request types, and priority groups
• Ticket comparisons: Identify categories or periods that may require additional investigation

Drill Down Combo Bar PRO and Timeline PRO visuals make it possible to compare support measures while retaining their chronological context. The connected visual interactions help users move from overall trends to more detailed ticket groupings.

How to Use This Power BI IT Ticket Resolution & Support Trends Dashboard

Click active bars and timeline elements to filter the report. Use the available drill-down controls to move between time periods and investigate how ticket activity differs across the displayed support categories.

Preview the report online or download the .pbix template to examine its calculations, data model, visual settings, and two-page layout. Replace the sample data with your own service desk records to adapt the dashboard for internal IT support reporting.