Support Desk Dashboard #
Access: Support Desk → Dashboard
| Metric | Description |
|---|---|
| Total Tickets | All-time count |
| Open Tickets | Open or in_progress |
| Urgent Tickets | Open + urgent priority |
| Avg First Response | Hours to first reply |
| Avg Resolution Time | Hours to resolution |
| CSAT Score | Average 1–5 rating |
| Escalation Rate | % tickets escalated |
Cached daily by dmsi_sd_metrics_recalc job.