SERVICE DESK / OVERVIEW

IT Helpdesk Metrics

Backlog, team workload, and service performance.

Live Jira metricsRefreshes every 5 minutes while open

Metrics reflect tickets you can access in Jira. Trends use the last 30 calendar days, through today, in Eastern Time.

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Open backlog

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All unresolved tickets

Unassigned

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Open tickets without an owner

Older than 7 days

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of the open backlog

Older than 30 days

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of the open backlog

TICKET FLOW

Created vs. resolved

Last 30 calendar days

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SERVICE PERFORMANCE

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First-response SLA compliance from Jira.

Completed cycles only; running cycles excluded. Jira report aggregation may differ.

RESOLUTION SPEED

Daily average · Days

Waiting for ticket activity data.

Elapsed calendar days from creation to resolution. Days without resolved tickets have no bar.

OPEN BACKLOG

Waiting for backlog data.

TEAM CAPACITY

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Waiting for backlog data.