Welcome to the Helpdesk Operations Dashboard
A single-file browser dashboard that turns the Odoo helpdesk Excel export into live views of ticket volume, status, SLA, at-risk tickets, user and team performance. All processing happens in your browser — nothing is uploaded.
1Overview
2Logging in & access
- Open the dashboard. Enter your Employee ID (e.g. WS1124) as user name and password.
- Admin uses the user name Admin.
- Click Login. Your name shows in the 👤 badge in the header.
| User | What they see |
|---|---|
| Agent / user | Only tickets in which they are involved at any stage. |
| Manager | Tickets of their team(s). |
| Admin | All tickets, all teams and all filters. |
Reset password
Click Reset Password, enter your ID, current password, then the new password twice. Hold 👁 to view what you typed.
3Header & toolbar
| Control | Purpose |
|---|---|
| Showing x of y tickets | How many tickets pass the current filters, and the data date range. |
| Total Tickets · Active Agents · Partners | Header counters for the current selection. |
| ⇪ Ticket | Import the Odoo ticket Excel. |
| ⇪ Designation | Import the Designation & Team Excel (Owner only). |
| 📁 Data Folder | Choose / change the folder whose Designation & Tickets Excel files are imported automatically (see 22). |
| Replace | On: a new import replaces loaded tickets. Off: appends. |
| ☾ | Toggle dark / light theme. |
| 📖 | Open this User Guide. |
| KRA | Open the KRA Scorecard Dashboard. |
| ⚙ | Team Management (Owner only). |
| ⚠ Unmapped Team | Appears only when assigned users don't belong to any team. |
| 🖨 | Print / Save the dashboard as PDF. |
| Logout | Sign out. |
Any screen size: the dashboard adapts to desktop, laptop, tablet and phone. Filters wrap into a grid, cards and charts reflow, and wide tables (User Wise, Ticket Volume, Ticket Details) scroll sideways inside their own card on small screens.
4Importing data
- Click ⇪ Ticket and choose the Odoo helpdesk Excel (with Stage History rows). A rocket rises slowly from the bottom of the screen while the file is imported and flies off when it finishes, confirming Ticket Imported (or showing the error if the import fails).
- Optionally click ⇪ Designation to load the team mapping — confirmed with Team Imported.
Use Clear in Ticket Details to empty just that section without losing the import.
22Auto-import from data folder
Instead of choosing files with ⇪ every time, keep the Excel exports in one folder and the dashboard loads them automatically when it opens.
| File name | Imported as |
|---|---|
| Designation.xlsx (any name starting with Designation) | ⇪ Designation & Team import — always loaded first |
| Tickets.xlsx, Tickets1.xlsx, Tickets2.xlsx … (names starting with Tickets) | ⇪ Ticket import — each file in turn, added together |
.xlsx, .xls and .csv are accepted. Other files in the folder are ignored.
Opening the HTML file on a PC (Chrome or Edge)
- Put Ticket_KRA_Dashboard_V3.6.html, Designation.xlsx and Tickets*.xlsx in the same folder.
- Open the dashboard. The first time, a bar at the bottom asks you to Select folder — choose that folder and click View files / Allow.
- Next time you open the dashboard, click Load data on the bar (the browser asks this one-click permission for security; newer Chrome versions may skip it).
- To refresh data, just overwrite the Excel files in the folder and reopen (or reload) the dashboard.
Hosted on a web server (e.g. IIS)
Place the Excel files next to the dashboard on the server. They load fully automatically with no prompt. On a server, ticket files must be named exactly Tickets.xlsx or Tickets1.xlsx … Tickets10.xlsx (also Tickets_1.xlsx or .csv), and the team file Designation.xlsx.
📁 Data Folder (next to ⇪ Ticket) picks or changes the folder at any time and imports from it immediately.
5Filters
| Filter | Use |
|---|---|
| Ticket Number | Find one ticket directly. |
| Date Range (Created) | Limit by ticket creation date. |
| Team Manager / Team | Pick a manager, then one or more teams (L1, HP World, Adidas, Product, Integration, Delhi, Shopaid, Paid, Partner, Deployment and others). |
| Assigned User | One or more agents (name with employee ID). |
| Status · Category · Sub Category | Multi-select lists, e.g. Closed; Inventory >> Stock Enquiry. |
| Partner Name · SLA | Customer / store and SLA Meet / Not Meet / Blank. |
| Reset filters | Clears every filter. |
When any filter is on, a banner reminds you that insights are calculated only from the tickets shown.
6Overview cards
| Card | Meaning |
|---|---|
| Resolved | Tickets resolved or closed, with % of shown. |
| Still Open | Assigned / On Hold / Pending / New. |
| At Risk (24–48h) | Open 24–48 hours since creation — nearing overdue. |
| Overdue (>48h) | Still open and created 48+ hours ago. |
| Channel · Ticket Type · SLA | Phone / Email / Support; Incident / Request; SLA Meet / Not Meet. |
Click any card to see its tickets.
7Key Insights
- 🏆 Top Performer — highest SLA Meet, tie-break by volume then speed.
- ⚠ Needs Improvement — lowest SLA / resolution rate.
- 🕑 Peak Hour and 📅 Busiest Day.
- ☀ Performer of the Day / Week / Month.
Click a card (“Click for tickets →”) to open the underlying tickets.
Weekend — Saturday / Weekend — Sunday: two cards showing the tickets created on Saturdays and on Sundays in the current selection, broken down by status — New, Assigned, In Progress, Reopened, Pending, On Hold, Resolved, Closed, Duplicate, Feedback (plus any other status found), each as count (share %). A third card, Weekend, adds every Saturday and Sunday together and shows the same stage-wise counts. A status with no tickets shows an animated champagne bottle 🍾 popping beside its 0 — nothing pending there. Click a status line to see just those tickets, or anywhere else on the card for all of that day's tickets.
Weekend Tickets — Stage Pivot
Below Key Insights, three pivot tables (with their own ⤓ Download, 🖨 Print and Hide):
- Saturday — one row per Saturday date (e.g. 03-Oct-26), one column per stage (Assigned, Closed, Duplicate, Feedback, In Progress, New, On Hold, Pending, Reopened, Resolved and any other stage found), with a Grand Total column and row.
- Sunday — the same for each Sunday date.
- Weekend (Saturday + Sunday) — each Saturday and the following Sunday added together (e.g. 03-Oct-26 & 04-Oct-26).
Click any number to see those tickets. The pivots follow the dashboard filters and are shown to everyone who can see Key Insights.
8Team-wise Top Performers
For each team, the top performer for Today / Selected Day, This Week and This Month, with resolved/closed counts and a score out of 10.
9Tickets At Risk
Two tabs: Open 24–48h and Resolved – awaiting closure. Click + on a row to expand the full Stage History with time spent in each stage (Assigned, Pending, On Hold, Customer Replied, Feedback, In Progress, Reopened…).
By Status tab: open the Select Status drop-down, type to search (wildcards * and ? work), tick one or more of Pending, On Hold, Customer Replied, In Progress, Resolved, Closed, Reopened, then click Apply. Nothing ticked = all shown.
Feedback tab: use the Select Feedback Category drop-down (tick, then Apply) to segregate Feedback tickets by the Excel Feedback Category column — Bug, Enhancement, any other category found, and Not specified. Each ticket also shows its category tag next to the Status.
▶ Start Siren plays a continuous alert while at-risk tickets exist; click again to stop.
10Resolution Performance
Ticket Status Distribution gauge and Status Breakdown bars (click a bar for tickets).
| Gauge | Health |
|---|---|
| Below 50% | At risk |
| 50–75% | Fair |
| Above 75% | Healthy |
11Ticket Volume by Assigned User
Stage counts per user. Click a user's row to show only their tickets in Ticket Details; ✕ Clear User Selection to undo.
Sort: the animated sort icon next to Total switches the list between highest → lowest (default) and lowest → highest.
Own section: Ticket Volume by Assigned User now has its own heading with ⤓ Download, 🖨 Print and a flashing red Hide badge. Its View filter (Team / Manager) works independently of the User Wise filters — changing one never changes the other. Clicking a user (or manager) row filters Ticket Details only; the User Wise grid is not affected.
Print: every user prints on one line — name, the 12 stage counts and Total (the bar is left out on paper).
12User Wise — Team & Stage Analysis
- Choose Head, Team and Individual selections.
- Pick a Report Type: Summary, Abstract or Detail.
- Download as Excel or PDF; the i button explains calculations.
The User Wise View, Head, Team, Individual and Report Type filters are independent of Ticket Volume by Assigned User: changing its View or clicking one of its rows never changes this grid, and these filters never change Ticket Volume.
Colour groups: open/pending · assigned/approval · closed/success · duplicate/other.
Sort: the animated sort icon next to the User Contribution (%) column header (in Summary, Abstract and Detail) sorts the grid by User Contribution (%). First click: high → low (icon turns red). Next click: low → high (icon flips). Each further click switches between the two. Users are sorted within their team, teams are ordered by their Team Summary value and the Grand Total always stays last.
13Ticket Volume & Timing
Tickets by Hour of Day, Day of Week, Daily Trend, Category and top 10 Partners. The highest value in each is highlighted in red.
14Ticket Details
- Use Stage Details to select one or more stages and stage timing; only tickets currently in those stages are listed.
- Click + to expand Stage History (Stage, Start, End, Difference) directly under the row.
- Click the Partner value to read the Full Description and Full Resolution.
- Export the filtered list as CSV, Excel or PDF; page with Prev / Next.
15Team Management (Owner only)
- Click ⚙ and enter the Owner PIN, then Unlock.
- Create Team, or select a team and Remove (use ↶ Undo to restore).
- Add a user with Team, User Name and Employee ID, then Add User.
- Click Lock when done.
16Unmapped Team
The ⚠ Unmapped Team button shows how many assigned users have no team. Open it, select users and Apply to filter to them, then map them via Team Management or the Designation import.
17KRA Scorecard link
The KRA button opens the KRA Scorecard Dashboard for quarterly scoring of agents, managers and the Head.
21User Roles & Access (Admin only)
Shown at the bottom of the dashboard only to users whose role is Admin. It controls which sections each user can see.
- Pick a Role for the user — Admin, Head or Team. The role's default access is ticked automatically.
- Fine-tune by ticking / unticking sections (Admins always see everything).
- Click Save changes. Access is applied immediately; users see the change at their next login.
| Role | Default sections | Tickets visible |
|---|---|---|
| Admin | All sections + User Roles & Access | All tickets |
| Head | All except Resolution Performance | All teams under the Head |
| Team | Overview, Key Insights, Team-wise Top Performers, Tickets At Risk, Ticket Details | Only their own team members, in every section. Managers: the teams they manage; agents: the team they belong to. |
Filters for non-Admin users: Team Manager, Team, Assigned User and the User Wise Head / Team / Individual pickers list only the user's own team and team members; by default all of their team is selected. They can narrow to one or several team members but cannot choose another team.
Head and Team pickers (User Wise): for every role except Admin Head is locked 🔒 to the user's own manager. Team is locked when the manager has only one team; a manager with several teams can choose one or more of their own teams (never another manager's), taken from the Designation & Team file. Managers are never listed as users in User Wise for any role: anyone named in the Team Manager column of the Team sheet is left out of the rows, totals and Individual picker (Designation titles such as “Asst. Manager” do not count).
Individual picker: when one or more individuals are selected, the grid shows only those users (plus their Team Summary and Grand Total) — other team members are not listed with zero values. In this case each selected user's User Contribution (%) = Closed Ticket Count ÷ Total Ticket Count × 100 (2 decimals), the same formula as the Team Summary row.
Head view (e.g. Nagaraj G, role Head): User Wise opens with Head locked to the Head and Team locked to the managers. Each row is a manager, showing the total of all their team members' tickets; the Individual picker lists the managers so one or several can be chosen. Ticket Volume by Assigned User also shows one row per manager (“Manager · Team”) with stage counts summed over that manager's team members — click a row to see that team's tickets, click again to clear.
Admin — View filter: Admin users get a View drop-down on both User Wise and Ticket Volume by Assigned User with two options: Team (normal view of team members) and Manager (exactly what Nagaraj G sees: one row per manager with their team's totals). Each section has its own View — changing it in one section does not affect the other.
Unmapped (no manager): tickets whose assigned user is not in any team of the Team sheet. The names are listed under the row; click it to see those tickets.
Data check (Admin, inside User Roles & Access): lists unmapped assigned users with ticket counts, every person treated as a manager and why, people added manually in ⚙ Team Management, and mismatches between the Team and Designation sheets — use it to correct the Designation & Team Excel.
User Roles sheet: the Designation & Team Excel may contain a sheet named User Roles with columns Users, Roles and one column per dashboard section (TRUE / Yes / ✓ = access). It is applied automatically on import.
All other users row sets the access for anyone not listed. Use + Add user to give a person their own row, ✕ to remove, Restore defaults to return to the original matrix. At least one Admin is always kept.
18Calculations & formulas
Every figure is calculated live from the tickets currently shown (after filters). Prince Isaac (WS282) and Saravanan Jayasankar (WS1136) are excluded from insight and performance calculations.
Ticket counting & timing
| Item | Formula / rule |
|---|---|
| Ticket count | Number of unique, non-blank Name (ticket number) values. Stage History rows never add tickets. |
| Assigned time | Created On → first Assigned Date In |
| Any other stage time | Date Out − Date In (summed per stage) |
| Stage History total time | First Assigned Created on → last Resolved Created on (until now if not yet Resolved) |
| Open age (hours) | Sum of Stage History Time Diff from the first Assigned line, excluding Resolved lines; if no Time Diff, now − first Assigned time; else now − Created On. Not calculated for Resolved, Closed or Duplicate. |
Overview cards
| Card | Formula |
|---|---|
| Resolved % | (Resolved + Closed) ÷ tickets shown × 100 |
| Still Open | Tickets in New, Assigned, Pending, On Hold |
| At Risk | Open age ≥ 24 h and ≤ 48 h |
| Overdue | Open age > 48 h |
| SLA met % | SLA Meet ÷ (SLA Meet + SLA Not Meet) × 100 (Blank excluded) |
Tickets At Risk
| Tab | Rule |
|---|---|
| Open 24–48h | Open age between 24 and 48 hours, oldest first |
| Resolved – awaiting closure | Status Resolved; auto-close date = Resolved date + 3 days; days left = 3 − days since Resolved |
| By Status | Tickets whose status is in the Select Status drop-down (Pending, On Hold, Customer Replied, In Progress, Resolved, Closed, Reopened); none selected = all |
| Feedback | Status Feedback, or Category contains “Feedback”, or Feedback Category filled. Category text containing bug / defect / issue / error → Bug; enhancement / feature / improvement / change request / CR → Enhancement; other values kept as-is; blank → Not specified |
Key Insights & performers
| Insight | Rule |
|---|---|
| Top Performer | Most Resolved/Closed tickets within SLA (SLA Meet); tie-break: more Resolved/Closed, then lower average turnaround |
| Needs Improvement | Among agents with ≥ 5 tickets (or all if none): lowest SLA Meet share; tie-break: lowest resolution rate, then slowest average |
| Resolution rate | (Resolved + Closed) ÷ agent's tickets |
| Peak Hour / Busiest Day | Hour of day / weekday with the most tickets created |
| Performer of the Day / Week / Month | Tickets created today, the last 7 days, or the calendar month; ranked by SLA Meet, then Resolved/Closed, then ticket count, then fastest average |
| Team-wise Top Performers | Same ranking, calculated separately for each team’s members |
| Weekend — Saturday / Sunday | Tickets whose Created On falls on a Saturday (or Sunday), within the current filters. Each status line = status count ÷ that day's ticket total × 100 (1 decimal), e.g. Closed 1523 of 3123 = 48.8%. Odoo Closed is counted as Closed. |
| Weekend card | All tickets created on any Saturday or Sunday in the current selection, by status; share % = status count ÷ weekend total × 100 (1 decimal). Equals the Grand Total row of the Weekend pivot. |
| Weekend pivot cell | Number of tickets created on that date (Saturday / Sunday table) or that weekend (Weekend table = Saturday count + Sunday count) in that stage. Grand Total column = sum of the stages in the row; Grand Total row = sum of each column. |
Resolution Performance gauge
Gauge = (Resolved + Closed) ÷ tickets shown × 100 — below 50% at risk, 50–75% fair, above 75% healthy.
Ticket Volume by Assigned User
Stage counts per user; Total = sum of all listed stage counts. Bar length = user total ÷ highest user total.
User Wise — Team & Stage Analysis
| Column | Formula |
|---|---|
| Stage Percentage | Stage count ÷ Total Ticket Count of that user / team × 100 |
| Total Ticket Count | All tickets of the user (or team) across all stages |
| Closed Ticket Count | Resolved + Closed |
| User Contribution (%) | User Total Ticket Count ÷ Team Total Ticket Count × 100, rounded to a whole percentage (no decimals). Team Summary and Grand Total rows = Closed Ticket Count ÷ Total Ticket Count × 100 (2 decimals), e.g. 102 ÷ 131 = 77.86%. In Abstract view each team row uses the same team formula. |
Example: Aghil C 47 ÷ Integration Team 131 × 100 = 35.88 → 36%.
Selections, roll-ups & rules
| Item | Formula / rule |
|---|---|
| Selected individual(s) | When one or more users are picked in Individual, each selected user's User Contribution (%) = Closed Ticket Count ÷ Total Ticket Count × 100 (2 decimals). Only the selected users are listed. |
| Manager row (Manager / Head view) | Total Ticket Count, Closed Ticket Count and every stage count = sum of all team members under that manager (Team sheet). Manager User Contribution (%) = manager total ÷ total of all managers × 100. |
| Ticket Volume — Manager view | Each “Manager · Team” row = stage counts of all that manager's team members added together; Total = sum of those stage counts. |
| Unmapped (no manager) | Tickets whose Assigned User is not in any team of the Team sheet. |
| Who is a manager | Only people in the Team Manager column of the Team sheet. Managers are not listed as normal users in User Wise. |
| Team scope (non-Admin) | Every section uses only tickets of the user's own team(s): managers see the teams they manage, agents see their own team; Admin sees all. |
| Sort — User Wise | Sorts by User Contribution (%) — click toggles high → low / low → high: users within each team, teams by their Team Summary value, Grand Total last. |
| Sort — Ticket Volume | Sorts rows by Total — click toggles high → low (default) / low → high. |
| Independent sections | Ticket Volume by Assigned User and User Wise — Team & Stage Analysis each use only their own View / filters; a Ticket Volume row click filters Ticket Details only. |
| Print / PDF / Excel file name | Helpdesk_<Section name>_<From>-<To>, e.g. Helpdesk_Ticket_Volume_by_Assigned_User_01Oct2026-14Oct2026. |
| Print / PDF date range | From Date / To Date = the Date Range (Created) filter; if not set, the first and last Created On dates of the tickets shown. |
| Feedback category grouping | bug / defect / issue / error → Bug; enhancement / feature / improvement / change request / CR → Enhancement; other text kept as-is; blank → Not specified. |
Charts
Tickets by Hour, Day of Week, Daily Trend, Category and top 10 Partners count tickets by Created On; the highest bar in each is shown in red.
19Print & export
Every section heading has a ⤓ Download icon (choose Excel or PDF), a 🖨 Print icon that prints only that section, and a flashing red Hide badge. The flashing red Hide All badge next to the 🖨 icon at the top right hides every section at once and becomes a green Show All badge to bring them all back that hides the section (it turns into a green Show badge to bring it back; your choice is remembered in this browser). Printed sections and PDFs show a 📅 From Date / To Date line with the selected date range (or the date range of the data shown). Excel exports one sheet per table or chart; PDF saves the section as shown. The header 🖨 still prints the whole dashboard (or the scope you choose). Each print, PDF or Excel file is named after the section printed, e.g. Helpdesk_User_Wise_Team_Stage_Analysis_01Oct2026-14Oct2026. On print, the User Wise filters (View, Head, Team, Individual, Report Type) and the Ticket Volume View filter stay in a single row, exactly as on screen, and each Ticket Volume user prints on one line.
20Troubleshooting
| Problem | Fix |
|---|---|
| Dashboard is empty after login | Import the ticket Excel, or check that you are involved in any tickets. |
| Counts look low | Click Reset filters; check the date range. |
| User missing from a team | Check ⚠ Unmapped Team; add via Team Management. |
| Stage times blank | The export must include the Stage History columns. |
| Login fails | User ID is your employee code; passwords reset on another browser don't carry over. |
| Data folder bar appears every time | Click Load data — the browser asks once per visit for file-access permission. Use a web server for fully automatic loading. |
| Folder auto-import does nothing | Use Chrome or Edge, check the file names start with Designation / Tickets, and that the PC is online. |