Transforming IT support visibility with HaloPSA ticket analytics

How do support teams consistently deliver excellent service? It starts with having real-time visibility into ticket flow, resolution rates, and team performance. By tracking open tickets, resolution times, and workload distribution in one place, teams stay responsive and balanced.

The challenge

Support managers often struggle to answer fundamental questions: Are we keeping up with incoming tickets? Which categories need more resources? Are certain teams overwhelmed while others have capacity? Which clients are generating the most support requests?

Without a unified view, bottlenecks go unnoticed until they become crises, and team workload imbalances lead to burnout and missed SLAs.

What we built

This HaloPSA Tickets KPI dashboard focuses on the metrics that matter most for support team health. By consolidating ticket status, priorities, resolution times, and team distribution into a single view, it makes capacity issues visible and helps managers balance workload effectively.

The best part? This dashboard comes out of the box with the HaloPSA plugin. Once you connect HaloPSA to SquaredUp, this comprehensive view is immediately available – no configuration required. You get instant visibility into your support operations from day one.

We focused on the vital signs that indicate whether support operations are running smoothly – not every metric that could be tracked, but the ones that drive better decisions and faster responses.

Why this matters for HaloPSA users

HaloPSA is a powerful ITSM platform with comprehensive ticket management capabilities, but its native reporting interface can require multiple clicks and report runs to get a complete picture of support operations. Support managers often find themselves switching between different HaloPSA screens to answer questions about ticket flow, team workload, and resolution times.

This dashboard solves that challenge by bringing HaloPSA's rich ticket data into a unified, real-time view. Instead of navigating through HaloPSA's menu structure or running separate reports for priorities, statuses, and team distribution, you get everything in one place. The dashboard updates automatically, ensuring you're always looking at current data without manual report generation.

For MSPs and IT teams using HaloPSA, this means faster decision-making during daily standups, more effective resource allocation, and the ability to spot trends before they become problems. It's particularly valuable for managers who need to monitor multiple teams or prioritize escalations quickly – all without leaving the dashboard view.

The dashboard covers six key areas:

Ticket flow: Are we resolving tickets as fast as they come in? We track open versus solved tickets to understand if we're keeping pace with demand.

Priority distribution: Where should we focus first? The priority breakdown shows if high-urgency tickets are accumulating or being addressed promptly.

Status visibility: What's happening with each ticket? We track tickets across all states (new, in progress, with user, closed) to identify where work is stalling.

Resolution speed: Are we meeting customer expectations? Resolution by age shows what percentage of tickets are being closed within 30 days.

Team capacity: Is work distributed fairly? Team workload distribution reveals if certain teams are overloaded while others have capacity.

Client insights: Which clients need the most attention? Client-based ticket volume helps prioritize account management and identify training opportunities.

Dashboard walkthrough

Let's walk through each component of the dashboard and why it earned its place on our support operations overview:

1. Open tickets counter

This large, prominent number tells us our most important metric at a glance: how many tickets currently need attention. With 18 open tickets shown, we immediately know our backlog size. When this number trends upward over time, it signals that incoming volume is outpacing resolution capacity, triggering conversations about staffing or process improvements.

2. Solved tickets counter

The solved tickets metric (showing 10) provides the essential counterbalance to open tickets. Together, these two numbers create a simple health indicator: if solved tickets consistently lag behind new ticket creation, we know we have a capacity problem. This metric also serves as a team morale booster, showing tangible progress and accomplishments.

3. Tickets per day trend

This dual-line chart reveals patterns that single numbers can't show. By tracking both created and solved tickets over time, we can spot trends like seasonal spikes, the impact of product releases, or gradual capacity degradation. The chart shows both August and October having notable spikes in ticket creation, which helps us correlate support volume with business events and plan for future similar periods.

4. Priority distribution donut chart

Understanding priority mix is crucial for resource allocation. This visualization shows 28 total tickets broken down by priority levels (Low, Medium, High, and Mahosive). The color-coded segments make it instantly clear if high-priority work is dominating the queue or if we're maintaining a healthy balance. If high-priority tickets start consuming larger portions of the chart, it signals potential service quality issues or product problems requiring immediate attention.

5. Status distribution donut chart

This second donut chart shows the 28 tickets distributed across status categories: Closed (10), New (11), In Progress (5), and With User (2). This breakdown reveals workflow health – are tickets getting stuck in certain states? The "With User" category, for instance, helps us identify tickets waiting on customer response, which we can proactively follow up on to keep resolution moving forward.

6. Category breakdown bar chart

The horizontal bar chart displays ticket volume across seven categories, from Hardware/Laptop (7 tickets) down to Account Administration (1 ticket). This view is invaluable for capacity planning and skills allocation. If Infrastructure/Server tickets consistently lead the count, it might indicate training needs, documentation gaps, or infrastructure stability issues requiring engineering attention. The category distribution also helps us align support specialist expertise with actual demand.

7. Resolution by age

This stacked bar chart shows tickets grouped by how long they've been open: greater than 30 days (30%) and 8-30 days (70%). This aging analysis is critical for SLA management and customer satisfaction. The significant portion of older tickets (30% over 30 days) would typically trigger a focused resolution sprint to clear aging items before they damage customer relationships or violate service agreements.

8. Team workload distribution

The bar chart showing ticket distribution across teams reveals capacity and specialization patterns. With 1st Line Support handling 17 tickets compared to 2nd Line Support's 2, Infrastructure's 2, and other teams at 1 each, we can immediately see potential bottlenecks. This visualization prompts important questions: Is 1st Line overwhelmed? Should some tickets be escalated? Are we utilizing our specialist teams effectively?

9. Client ticket volume

Understanding which clients generate the most support requests helps with account management and service optimization. The chart shows one "Unknown" category with 14 tickets dominating the view, followed by Terry's Chocolates with 5 tickets and smaller volumes from other clients. The high "Unknown" count signals a data quality issue that needs addressing – proper client attribution is essential for accurate reporting and account management. Meanwhile, seeing Terry's Chocolates as a high-volume client might trigger conversations about targeted training or process improvements to reduce their ticket generation.

Wrapping up

This concludes our walkthrough of the HaloPSA Tickets KPI dashboard. What began as scattered ticket data across HaloPSA is now transformed into a clear, actionable view of support operations health.

The power of this dashboard lies in its ability to answer critical support management questions within seconds. Instead of running multiple reports or digging through HaloPSA's interface, managers can identify problems, balance workloads, and make informed decisions from a single screen.

Next steps

Want to build better visibility into your own support operations? With the HaloPSA plugin for SquaredUp, this entire dashboard is available immediately after connecting your HaloPSA instance. No complex setup, no manual configuration – just instant insights into your ticket operations.

You can use this dashboard as-is or customize it further to match your team's specific needs. Start by identifying the questions you ask most frequently – those are your dashboard priorities.

If you're planning to build something similar, or just looking for inspiration to make your dashboards more insightful, feel free to explore more ideas on our Dashboard Gallery.

And if you're new to SquaredUp, simply create a free account and start building your own dashboards today using the HaloPSA plugin.