IT Support Ticket Analysis

Data Management and Reporting

Prompt

I am the manager of an IT Help Desk at a private university. We use TeamDynamix as our ITSM solution. I ran a report from TeamDynamix which provides a list of all of the tickets that were closed by the IT Tier-1 Support Team since the beginning of 2025. The report is an Excel spreadsheet attached to this prompt. Using the attached spreadsheet as the source of the data, I would like to have detailed reports with charts that show the tickets that were closed by each separate group. The charts should also show the percentage of closed tickets by each separate group compared to the full report.

Result

It provided a great series of reports and charts with varying granularity. These reports will help to identify the volume of tickets processed by each of the Tier-1 teams which helps with ensuring they are adequately staffed to meet the needs of our customer base.

Time Savings: 180 minutes

Audience(s): Faculty, Staff, Student

Submitted By: Tim Bahorik