HaloPSA ticket insights dashboard

Managing IT service tickets efficiently is critical for maintaining smooth operations. This SquaredUp dashboard integrates with HaloPSA via our WebAPI plugin to provide a comprehensive, real-time view of ticket activity, improving visibility and response times.

Tickets by Company (donut chart)

The donut chart on the left visualizes the number of tickets raised by each company. In this example:

• Terry’s Chocolates dominates with high amounts of tickets, indicating a possible high-maintenance client or recurring issues.
• Acorn Construction follows with less tickets, suggesting a manageable workload.
• Smaller segments indicate customers with less issues with only a handful of tickets.

This chart helps identify which clients are consuming the most support resources, guiding resource allocation and proactive outreach.

Tickets by User (bar chart)

The bar chart on the right breaks down ticket creation by user.

• Ben Castle stands out with the most tickets, potentially signaling a user training issue or underlying system problems.
• Kerry Last and Ronald Smith follow closely behind, suggesting a consistent need for support from their teams.
• Lower counts from other users like Emma Baker and Terrence Ash might reflect effective training or less system dependency.

By identifying high-volume users, the support team can target training and system improvements to reduce repeat issues.

All Tickets table (detailed ticket view)

The table at the bottom provides a detailed breakdown of all tickets, including:

• ID & Date Occurred – For tracking and auditing purposes.
• Summary & Details – A quick snapshot of the problem and resolution notes.
• Status ID – Tracks whether a ticket is open, in progress, or resolved.
• Ticket Type ID – Categorizes the issue (e.g., hardware failure, software bug).
• SLA ID – Helps monitor compliance with service agreements.
• Priority ID – Flags the urgency, guiding response order.

The table allows support teams to drill down into specific tickets, spot patterns, and ensure high-priority issues are addressed promptly.

Business impact

Increased visibility – Teams can spot high-ticket volumes and allocate resources accordingly.
Faster resolution – Prioritizing tickets based on urgency and SLA improves response times.
Proactive support – Identifying high-need companies and users allows for targeted training and system improvements.

This dashboard centralizes ticket management, combining high-level trends with actionable detail. The ability to see which companies and users generate the most tickets – and why – empowers support teams to make data-driven decisions, resolve issues faster, and improve service quality.