The Support Dashboard

As our customer base as grown substantially this year, and continues to do so every month, so does the demand on our support team.

I needed a way to be able to closely monitor the current state of support without having to continuously log in to the support system.

So what we came up with is the Support Dashboard. This is displayed on a big LCD screen perched on top of a filing cabinet thats visible from everywhere in the office. Visitors to the office always comment on it.

A green light means all is well.
An amber light means someone has been waiting for a reply to their support ticket for more than 30 minutes.
A red light means someone has been waiting more than an hour if it ever goes red then its all hands on deck until its green again.

As you can see in the photo, itscurrentlygreen. But when it goes amber or red it lists the ticket subject line, how long the customer has been waiting and who (if anyone) the ticket is assigned to.

For those that care about these things the support ticket system is eSupport from Kayako and the dashboard was magicd up by Tim using SQL Server Reporting Services. The choice of the Comic Sans font was also Tims. So please aim flames in his direction, not mine.

Tags: kayako, SQL Server Reporting Services, support

This entry was posted
on Wednesday, September 15th, 2010 at 11:24 am and is filed under Technology.
You can follow any responses to this entry through the RSS 2.0 feed.

You can leave a response, or trackback from your own site.