Help Desk Dashboard – Overview

Overview

The Help Desk module in Quikchex enables employees to raise tickets and admins to manage, assign, and resolve them efficiently.

It provides ticket tracking, categorization, escalation (L1–L3), and features like notes, attachments, and canned responses for quick communication.

Overall, it helps streamline support processes and ensures timely issue resolution.

How to Access

1. Log in to your Quikchex account
2. Navigate to the Help Desk module from the left panel
3. Click on Dashboard

Features:

Key Metrics

At the top of the dashboard, you can view a quick summary of:

• Total open tickets
• Tickets raised in the last 30 days
• Average age of pending tickets
• Average resolution time for closed tickets

These metrics provide an instant snapshot of current support performance.

Ticket Aging

This section categorizes open tickets based on how long they have been pending (e.g., less than 24 hours, 24–48 hours, more than 48 hours). It helps quickly identify overdue or delayed tickets that may require immediate attention.

Last 30 Days Analysis

Displays trends of tickets opened and closed over the past 30 days. This helps in understanding recent support activity and evaluating performance consistency.

Module-wise Pending Tickets

Shows the distribution of pending tickets across different modules, making it easier to identify areas with higher issue volumes.

Handler-wise Workload

Provides visibility into tickets assigned to each admin, including assigned and unassigned tickets. This helps in balancing workload and improving team efficiency.

User-wise Performance

A detailed breakdown of each handler’s performance, including:

• Ticket aging
• Number of tickets handled
• Tickets closed within specific timeframes

This section is useful for monitoring individual productivity and response effectiveness.

Quick Access Views

Enables direct navigation to important ticket categories such as:

• Pending tickets
• Unassigned tickets
• Escalated tickets (Level 1, 2, 3)
• Closed tickets

This ensures faster access and action on critical tickets.

Benefits

• Centralized view of all support operations
• Improved tracking of ticket status and delays
• Better workload management across teams
• Faster identification and resolution of issues
• Data-driven decision-making