IT Support Dashboard: Tickets, SLA Times, Utilisation and Recurring Revenue

An IT support dashboard should show, on one screen, whether you are meeting your service levels and which clients are costing more than they pay. Describe what you measure to Mythex and it builds KPI cards, charts and filterable tables from your ticket and contract data.

Who it's for

Managed service providers and small IT support teams who report SLA performance from memory at renewal meetings and suspect, but cannot prove, that two clients generate half the tickets.

What you can build

Tickets opened and closed by client and priority
First response and resolution time against SLA targets
Tickets per user per client
Engineer utilisation: remote, on-site and project time
Monthly recurring revenue and churn
Out-of-scope hours billed versus logged

SLA performance by priority

Set targets per priority, such as a P1 response within one hour, and record when each ticket was first answered and resolved. The dashboard shows the share met per month per client. Bring it to renewal meetings; clients who see their numbers argue less about the fee.

Tickets per user tells you where the problem is

Divide tickets by users for each client. A client with three times the average usually has old hardware, a fragile line-of-business app or untrained staff. A hardware refresh or a training session is cheaper than months of tickets, and it is a project you can quote.

Tickets per user, by client
Top categories per client
Devices out of warranty per client

Revenue against effort

Put monthly recurring revenue per client next to engineer hours logged against them. Contracts where hours exceed the fee are candidates for repricing; out-of-scope hours logged but not billed are money left on the table.

Mistakes to avoid

Do not count tickets opened by your own engineers as client demand. Do not measure resolution time without pausing it while waiting on the client. And import from your current helpdesk by CSV before building anything new.

A prompt to start from

Build a dashboard for my IT support company from our ticket and contract data. Show tickets by client and priority, first response and resolution times against SLA targets per priority, tickets per user per client, engineer hours split into remote, on-site and project, monthly recurring revenue per client against hours logged, and unbilled out-of-scope hours.

Questions

Can the dashboard show response times against our service levels?

Yes. With ticket times recorded, it compares them to your targets by priority and client.

Can it read data from our existing helpdesk tool?

If your tool exports CSV or offers an API you connect, yes. Many teams start with a weekly export.

Can clients see their own figures?

Yes. Ask for a client view in the portal that shows only that company's tickets and SLA figures.

Do I need to code?

No. You describe the figures and change charts by chatting. Code editing is there on Pro.

How much does it cost?

The Free plan has no card requirement. Pro is $25 a month for a custom domain, code editing, export and more credits.

Templates to start from

Analytics Dashboard Template — KPI cards, charts, and activity table
Metrics Dashboard Template — Governed metrics and self-serve charts
Budget Dashboard Template — CSV import with variance analytics
Customer Health Dashboard Template — Churn scoring with explainable charts
Account Health Dashboard Template — Renewal view with risk scores
Sales Attribution Dashboard Template — Multi-model revenue attribution
Event Registration Page Template — Tiers, waitlists, attendee dashboard
Dark Design Portfolio Template — Masonry grid with admin dashboard