Effective IT support management is critical for ensuring smooth operations and minimizing downtime in any organization. Our IT Support Ticket Report in Excel is a ready-to-use report designed to help IT managers, support teams, and decision-makers monitor ticket metrics, track resolution efficiency, and improve service quality.
This report provides a comprehensive overview of IT support activities, offering insights on ticket volume, resolution times, satisfaction scores, and status trends. With interactive cards, charts, and a Power Pivot view, this report enables organizations to analyze IT support performance and make data-driven decisions.
Key Features of IT Support Ticket Report
The report is organized into three sheet tabs, each offering unique insights:
1. Overview Page
The Overview Page provides a high-level snapshot of IT support activities.
Cards Display:
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# of Ticket – Total tickets logged
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Avg. Resolution Time (Hours) – Average time taken to resolve tickets
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Avg. Satisfaction Score – Average feedback rating from employees
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Open Ticket – Current open tickets
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# of Urgent Ticket – Number of urgent tickets pending
Charts Included:
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Resolved % – Percentage of tickets resolved
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# of Ticket by Ticket Status – Visual breakdown of ticket statuses
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In Progress % – Tickets currently being worked on
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Avg. Satisfaction Score by Issue Type – Feedback by issue category
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# of Open vs Closed Ticket by Month – Monthly ticket trends
This page helps IT managers quickly assess overall performance and identify areas needing attention.
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2. Report Sheet (Power Pivot View)
The Report Sheet provides a Power Pivot view for deeper analytics.
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Enables dynamic filtering by ticket status, priority, department, or assigned technician
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Allows multi-dimensional analysis across time, department, and issue type
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Supports drill-downs for detailed ticket insights
Power Pivot functionality ensures that large datasets are analyzed efficiently without compromising performance.
3. Data Sheet
The Data Sheet is a backend input sheet for recording all IT tickets.
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Capture ticket details including Ticket ID, Employee Name, Department, Issue Type, Priority, Status, Open Date, Close Date, Assigned To, Resolution Time, Satisfaction Score, and more
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All report charts and KPIs are automatically updated based on this data
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Enables scalable tracking for growing IT support operations
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Advantages of Using This Report
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Comprehensive Overview: Track ticket volume, status, resolution times, and employee satisfaction in one place
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Interactive Visuals: Cards and charts allow instant understanding of IT performance
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Data-Driven Decisions: Identify bottlenecks, prioritize urgent tickets, and improve resolution efficiency
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Scalable Analytics: Use Power Pivot for multi-dimensional analysis of large datasets
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Monthly & Trend Analysis: Monitor ticket trends over time for better planning
Opportunities for Improvement
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Real-Time Integration: Connect Excel to live IT ticketing tools (like Jira, ServiceNow, or Zendesk) for automatic updates
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Predictive Analytics: Forecast ticket volume and resolution times to optimize support resources
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Custom Alerts: Set up conditional formatting or macros to alert managers for overdue or critical tickets
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Department Benchmarks: Compare ticket resolution efficiency across departments
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Enhanced Reporting: Add slicers or dynamic dashboards for drill-down analysis
Best Practices for Using the Report
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Regularly Update Data: Ensure all tickets are logged accurately in the Data Sheet
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Monitor KPIs Consistently: Track key metrics like Avg. Resolution Time, Open Tickets, and Satisfaction Score regularly
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Prioritize Urgent Tickets: Focus on resolving urgent tickets to maintain service levels
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Use Power Pivot Efficiently: Take advantage of dynamic filtering and multi-dimensional reporting
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Share Insights with Leadership: Present trends and key findings to IT leadership for decision-making
Conclusion
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The IT Support Ticket Report in Excel is an essential tool for IT managers and support teams looking to improve service quality and operational efficiency. With interactive visuals, comprehensive KPIs, and Power Pivot analysis, this report provides actionable insights to monitor ticket resolution, track satisfaction, and optimize IT support processes effectively.
FAQs
1. Can this report track urgent tickets separately?
Yes, the Overview page has a dedicated card for # of Urgent Tickets to monitor critical issues.
2. How can I analyze resolution times?
Use the Avg. Resolution Time (Hours) card and related charts to evaluate efficiency by department or issue type.
3. Is this report suitable for large datasets?
Yes, the Report Sheet uses Power Pivot for scalable, multi-dimensional analysis.
4. Can I filter tickets by department or technician?
Yes, the Power Pivot view allows dynamic filtering and drill-down by department, assigned technician, or issue type.
5. Can this report help improve IT support satisfaction?
Absolutely, by tracking Avg. Satisfaction Score and analyzing trends by issue type, you can identify improvement areas.
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