KPI Dashboard

Ticket Resolution Time KPI Dashboard in Google Sheets

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Ticket resolution time directly impacts customer satisfaction, operational efficiency, and service quality. Whether you manage IT support tickets, customer service requests, or internal helpdesk issues, delayed ticket resolution leads to frustration, SLA breaches, and increased costs. However, many teams still track ticket performance across emails or scattered spreadsheets, which makes monitoring slow and inaccurate.Ticket Resolution Time KPI Dashboard in Google Sheets

This challenge makes a Ticket Resolution Time KPI Dashboard in Google Sheets extremely valuable.

This ready-to-use KPI dashboard helps service teams track ticket resolution speed, SLA compliance, backlog, and productivity using a single, structured Google Sheets dashboard.Ticket Resolution Time KPI Dashboard in Google Sheets

In this article, we explain how the dashboard works, its worksheet structure, a complete KPI list with formulas, and best practices for managing ticket resolution performance.Ticket Resolution Time KPI Dashboard in Google Sheets

 What Is a Ticket Resolution Time KPI Dashboard in Google Sheets?

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

A Ticket Resolution Time KPI Dashboard is a performance monitoring tool designed to measure how quickly and effectively tickets are resolved. It focuses on response time, resolution time, SLA compliance, backlog, and team productivity.

Because this dashboard runs in Google Sheets, it offers:

  • Centralized ticket performance tracking
  • Easy collaboration across support teams
  • Real-time KPI updates
  • Clear target vs actual visibility
  • No need for expensive ticketing analytics tools

This dashboard suits IT support teams, helpdesk managers, customer service teams, and leadership.

 Key Features of the Ticket Resolution Time KPI Dashboard

The dashboard includes 6 structured worksheet tabs, each designed to support accurate ticket performance analysis.

 Dashboard Sheet Tab (Main Dashboard)

The Dashboard Sheet provides a consolidated view of all ticket resolution KPIs.

  • Select the month from the dropdown in cell D3

  • All KPI values update automatically for the selected month

 Metrics Displayed

MTD (Month-to-Date)

  • Actual

  • Target

  • Previous Year

  • Target vs Actual

  • Previous Year vs Actual

YTD (Year-to-Date)

  • Actual

  • Target

  • Previous Year

  • Target vs Actual

  • Previous Year vs Actual

Conditional formatting with up and down arrows clearly highlights improvement or decline in resolution performance.

Ticket Resolution Time KPI Dashboard in Google Sheets
Ticket Resolution Time KPI Dashboard in Google Sheets

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

 KPI Trend Sheet Tab

The KPI Trend Sheet enables detailed analysis of individual KPIs.

  • Select the KPI name from the dropdown in cell C3

The sheet displays:

  • KPI Group

  • Unit of Measurement

  • KPI Type (Lower the Better / Upper the Better)

  • KPI Formula

  • KPI Definition

It also shows month-wise trends to help teams understand performance changes over time.

 KPI Trend Sheet Tab
KPI Trend Sheet Tab

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

 Actual Number Sheet Tab

This sheet stores actual ticket performance data.

  • Select the first month of the year in cell E1

  • Enter MTD and YTD actual values for each KPI

All dashboard visuals update automatically once data is entered.

 Actual Number Sheet Tab
Actual Number Sheet Tab

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

 Target Sheet Tab

The Target Sheet stores performance goals.

  • Monthly (MTD) targets

  • Annual (YTD) targets

Targets help teams align ticket resolution performance with SLA commitments.

 Target Sheet Tab
Target Sheet Tab

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

 Previous Year Number Sheet Tab

This sheet stores previous year ticket data.

It supports:

  • Year-over-year comparison

  • Historical benchmarking

  • Long-term performance improvement tracking

 Previous Year Number Sheet Tab
Previous Year Number Sheet Tab

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

 KPI Definition Sheet Tab

The KPI Definition Sheet acts as the foundation of the dashboard.

It includes:

  • KPI Name

  • KPI Group

  • Unit

  • Formula

  • KPI Definition

  • KPI Type (UTB / LTB)

This ensures clarity, consistency, and audit readiness.

 KPI Definition Sheet Tab
KPI Definition Sheet Tab

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

 Advantages of Ticket Resolution Time KPI Dashboard

  • Centralized ticket performance tracking

  • Clear SLA compliance visibility

  • Faster management decision-making

  • Reduced backlog and escalation

  • Improved agent productivity

  • Cost-effective Google Sheets solution

 Opportunities for Improvement in Ticket Resolution Tracking

  • Integrate with ticketing tools

  • Add priority-wise resolution KPIs

  • Track root cause resolution time

  • Implement predictive backlog alerts

  • Monitor channel-wise resolution trends

  • Add automated data refresh

 Best Practices for Using the Dashboard

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

  • Define SLA targets clearly

  • Update ticket data daily

  • Review backlog and SLA breaches weekly

  • Train agents on resolution efficiency

  • Use trends for staffing decisions

  • Share insights with leadership

 Conclusion

A Ticket Resolution Time KPI Dashboard in Google Sheets provides teams with a clear, structured, and actionable view of ticket resolution performance. By tracking MTD, YTD, targets, and historical data, organizations gain full visibility into service efficiency and customer impact. Because the dashboard runs in Google Sheets, it remains flexible, collaborative, and easy to maintain.

For organizations that want faster resolutions and higher customer satisfaction, this dashboard becomes an essential performance management tool.

 Frequently Asked Questions (FAQs)

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

1. Who should use this dashboard?
IT support teams, helpdesk managers, and service leaders.

2. Can KPIs be customized?
Yes, all KPIs, formulas, and targets are editable.

3. Does it support SLA tracking?
Yes, SLA compliance KPIs are included.

4. Can it track multiple ticket priorities?
Yes, with appropriate data structure.

5. Is Google Sheets secure for ticket data?
Yes, with access control and permissions.

6. Can this dashboard support audits and reviews?
Yes, it provides structured and transparent reporting.

Visit our YouTube channel to learn step-by-step video tutorials

Youtube.com/@NeotechNavigators

Watch the step-by-step video tutorial:

 

Click to Buy Ticket Resolution Time KPI Dashboard in Google Sheets

PK
Meet PK, the founder of NeotechNavigators.com! With over 15 years of experience in Data Visualization, Excel Automation, and dashboard creation. PK is a Microsoft Certified Professional who has a passion for all things in Excel. PK loves to explore new and innovative ways to use Excel and is always eager to share his knowledge with others. With an eye for detail and a commitment to excellence, PK has become a go-to expert in the world of Excel. Whether you're looking to create stunning visualizations or streamline your workflow with automation, PK has the skills and expertise to help you succeed. Join the many satisfied clients who have benefited from PK's services and see how he can take your data analysis skills to the next level!
http://neotechnavigators.com

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