Services
Lynx Helpdesk - Spreadsheet Dashboard
Helpdesk volume, SLA and workload analytics in Odoo Spreadsheet
lynx_helpdesk_spreadsheet
· v19.0.1.0.0
· Standard
What this solves
Lynx Helpdesk - Spreadsheet Dashboard
The support numbers on one canvas, in a spreadsheet you can edit.
Reporting on a helpdesk usually stops at "how many tickets". The question a support contract is argued over is narrower: did we answer inside the time we promised, for the customers who are paying for that promise. This dashboard reports first response and resolution as the separate commitments they are, cut by team, category and support plan.
Key Features
Response and resolution apart - the SLA pivot puts first-response status across and resolution status down, so a cell holds the tickets that met one commitment and missed the other. A single rolled-up "SLA met" figure hides exactly that.
Per support plan - volume, average first response and resolution outcome grouped by the customer's service level, which is the cut a renewal conversation needs.
Volume trend - tickets by month, for seasonality and staffing.
Workload - tickets by team and by assignee.
Four filters, one sheet - period, team, category and support plan; every pivot and chart answers to all four.
It is a spreadsheet - add a column, change a formula, export to xlsx. The figures stay live against helpdesk.analysis.
Auto-Installation
Installs automatically when both lynx_helpdesk and spreadsheet_dashboard are present.
Integrates With
lynx_helpdesk - source of ticket, SLA and team data through the helpdesk.analysis view.
spreadsheet_dashboard - Odoo's spreadsheet and dashboard engine.
Depends on
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