Best Practices Question

Dashboard for Service Desk

12/28/2016 3531 views
My boss is wondering if there is any way to analyze help desk tickets and put them on a screen in our office. First by showing how many tickets are open per technician, then showing by category, and how many were closed in the last 7 days. I have tried to join to the dB through access and sql workbench neither one seems to allow me to put data in a table. Turns out the date and other fields in the kace tables are actually plain text not numbers therefore you can't create any kind of graph or represent the data in anyway. Is there anyone that is doing anything like this ? Or showing the default queue on a big screen with custom graphs? I did see the software from the UK but that software is way to expensive.

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  • MAXintosh - the MS BI desktop is really neat, will have to look into that.

    JC_Chi - another option is Twitter Bootstrap for Kace, http://www.itninja.com/blog/view/twitter-bootstrap-for-kace-service-desk
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Answer Chosen by the Author


KACE doesn't support what you're looking for. However, I have spent many hours looking into a solution and one does exist. Through the use of Microsoft Power BI Desktop (which is free) you can create visually appealing metrics. I wrote a guide on the Blogs section describing what you have to do. Check it out.

Answered 12/29/2016 by: MAXintosh
Senior Purple Belt

  • Worked like a charm with an added update query too. Thanks!

All Answers

A solution does exist and the name is Metabase, which is similar to Power BI but easier to write queries and as it works through a web browser is accessible from everybody that has an account.


Have a look at our dashboard A0V0RZx.png

Numbers are hidden on purpose.
Answered 01/04/2017 by: Myth0S
Yellow Belt

  • I'm using metabase, but I'm having issues getting a question setup that will show me the average time to close a ticket. Can you provide some guidance?
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