Unified ITSM Platform

🎫

Open Tickets

142

▲ 12 since yesterday

✅

Resolved Today

▲ 5 from average

⏱

Avg Response

2.4h

▼ 0.3h improvement

😊

CSAT Score

92%

▲ 2% this week

🔥

Overdue

Needs attention

📈 Tickets This Week

Mon–Sun

Mon

Tue

Wed

Thu

Fri

Sat

Sun

👥 Agent Performance

Sarah M.48 tickets

James K.37 tickets

Priya L.29 tickets

Tom W.21 tickets

🎫 Recent Tickets

#	Subject	Requester	Priority	Status	Agent	Created
#1042	Cannot login to portal	Alice Cooper	Critical	Open	Sarah M.	Today 9:12 AM
#1041	Email notifications not sending	Bob Hanks	High	In Progress	James K.	Today 8:45 AM
#1040	Billing discrepancy issue	Carol Smith	Medium	In Progress	Priya L.	Today 8:02 AM
#1039	Feature request: dark mode	David Chen	Low	Resolved	Tom W.	Yesterday
#1038	App crashes on mobile device	Eva Martinez	High	Open	Sarah M.	Yesterday
#1037	Password reset not working	Frank Lee	Medium	Resolved	James K.	Mar 14
#1036	Slow loading dashboard page	Grace Kim	Low	Closed	Tom W.	Mar 13

#	Subject	Requester	Priority	Status	Agent	Group	Created	Due
#1042	Cannot login to portal	Alice Cooper	Critical	Open	Sarah M.	Tech Support	Today 9:12 AM	Overdue
#1041	Email notifications not sending	Bob Hanks	High	In Progress	James K.	Tech Support	Today 8:45 AM	Today 5:00 PM
#1040	Billing discrepancy issue	Carol Smith	Medium	In Progress	Priya L.	Billing	Today 8:02 AM	Mar 17
#1039	Feature request: dark mode	David Chen	Low	Resolved	Tom W.	Product	Yesterday	—
#1038	App crashes on mobile device	Eva Martinez	High	Open	Sarah M.	Tech Support	Yesterday	Today 6:00 PM
#1037	Password reset not working	Frank Lee	Medium	Resolved	James K.	Tech Support	Mar 14	—
#1036	Slow loading dashboard page	Grace Kim	Low	Closed	Tom W.	Tech Support	Mar 13	—
#1035	Data export returns empty CSV	Henry Park	High	Open	Priya L.	Tech Support	Mar 13	Mar 16
#1034	SSO configuration help	Iris Wong	Medium	In Progress	Sarah M.	Enterprise	Mar 12	Mar 17
#1033	Widget not loading on website	Jake Turner	Low	Closed	Tom W.	Tech Support	Mar 11	—

Name	Email	Phone	Company	Open Tickets	Last Contact
AC Alice Cooper	alice@acmecorp.com	+1 555-0101	Acme Corp	3	Today
BH Bob Hanks	bob.h@techstart.io	+1 555-0202	TechStart	1	Today
CS Carol Smith	carol.s@globex.com	+1 555-0303	Globex	2	Today
DC David Chen	david.c@acmecorp.com	+1 555-0404	Acme Corp	0	Yesterday
EM Eva Martinez	eva.m@techstart.io	+1 555-0505	TechStart	1	Yesterday
FL Frank Lee	frank.l@globex.com	+1 555-0606	Globex	0	Mar 14
GK Grace Kim	grace.k@acmecorp.com	+1 555-0707	Acme Corp	0	Mar 13

Company	Domain	Plan	Contacts	Open Tickets	Health Score
Acme Corp	acmecorp.com	Enterprise	42	5	95%
TechStart Inc	techstart.io	Pro	18	3	78%
Globex Corp	globex.com	Enterprise	56	8	88%
Initech LLC	initech.com	Starter	9	1	92%
Umbrella Ltd	umbrella.io	Pro	31	6	62%

Title	Category	Status	Views	Helpful	Last Updated
How to reset your password	Account	Published	2,341	98%	Mar 10
Getting started with Freshdesk	Onboarding	Published	1,875	95%	Mar 8
How to set up email forwarding	Email	Published	1,204	91%	Mar 5
Understanding SLA policies	SLA	Published	987	89%	Feb 28
Configuring automation rules	Automation	Draft	—	—	Today
Mobile app troubleshooting guide	Mobile	Published	743	86%	Feb 20

Rule Name	Trigger	Condition	Action	Runs Today	Status
Auto-assign Tech Tickets	Ticket Created	Type = Technical	Assign to Tech Group	47	Active
Priority Escalation	SLA Breach Warning	Priority = High	Notify Manager	8	Active
Auto-close Resolved	After 48h resolved	Status = Resolved	Set Status → Closed	12	Active
Welcome Email	New Contact Created	All contacts	Send welcome email	5	Active
Billing Tag Rule	Ticket Created	Subject contains "billing"	Add tag + Assign Billing	11	Active
Weekend Auto-reply	Ticket Created	Day = Sat or Sun	Send out-of-office reply	0	Inactive

Agent	Assigned	Resolved	Avg Time	CSAT
Sarah M.	48	44	1.9h	95%
James K.	37	33	2.2h	91%
Priya L.	29	26	2.5h	89%
Tom W.	21	20	3.1h	88%

Asset ID	Name	Type	Assigned To	Department	Purchase Date	Warranty	Status
FD-A001	MacBook Pro 14"	💻 Laptop	Sarah M.	Engineering	Jan 2024	Jan 2027	Active
FD-A002	Dell XPS 15	💻 Laptop	James K.	Support	Mar 2023	Mar 2026	Active
FD-A003	HP LaserJet M404	🖨 Printer	Office	Shared	Jun 2022	Jun 2025	In Repair
FD-A004	Cisco Catalyst 2960	🌐 Network	IT Ops	Infrastructure	Aug 2021	Aug 2026	Active
FD-A005	Dell PowerEdge R740	🔌 Server	IT Ops	Infrastructure	Sep 2022	Sep 2027	Active
FD-A006	Adobe CC – Team License	📦 Software	Design Team	Design	Feb 2024	Feb 2025	Renewal Due
FD-A007	iPad Air 5th Gen	📱 Mobile	Unassigned	—	Nov 2023	Nov 2025	Active

CR#	Title	Type	Risk	Requester	Approver	Scheduled	Status
CR-0051	Upgrade Node.js to v20 LTS	Standard	Low	Dev Team	CTO	Mar 19	Approved
CR-0052	Migrate DB to new VPC	Normal	High	Infra	IT Director	Mar 22	Pending Approval
CR-0053	SSL certificate renewal	Standard	Medium	DevOps	CTO	Mar 18	Approved
CR-0054	Add Cloudflare WAF rules	Normal	Medium	SecOps	IT Director	Mar 20	Pending Approval
CR-0055	Emergency hotfix – auth bypass	Emergency	Critical	SecOps	CISO	Today	Emergency Review
CR-0050	Update firewall ACLs	Normal	High	Net Eng.	IT Director	Mar 17	Implemented

📬

Unassigned

Needs action

💬

Live Chats

Active now

⏰

SLA Breaches

Overdue tickets

🌟

Happiness

89%

▲ 1% this week

📧

Channels Active

Email,Chat,Phone,Social

📡 Ticket Channels

📧 Email54%

💬 Chat22%

📞 Phone16%

🐦 Social8%

🕒 Recent Activity

10:32 AM
Ticket #ZD-2301 assigned to Mia Chen
10:14 AM
SLA breach alert for #ZD-2295
9:55 AM
New ticket from John.apple@co.com via email
9:30 AM
Ticket #ZD-2289 resolved by Sam R.
9:01 AM
Chat initiated by customer Lisa Grant

📋 Ticket Board

New 5

#ZD-2305

#ZD-2304

Invoice PDF not downloading

#ZD-2303

Calendar sync issue

Open 4

#ZD-2298

Two-factor auth not working

#ZD-2295

Export to CSV broken

In Progress 3

#ZD-2290

API rate limiting errors

#ZD-2288

Notifications delay 20+ min

Resolved 8

#ZD-2281

Forgot password flow fix

#ZD-2279

Mobile app UI glitch

ID	Subject	Contact	Channel	Priority	Status	Agent	Created
#ZD-2305	Login page broken on Safari	Mike K.	📧 Email	Critical	New	Mia C.	Today 10:15 AM
#ZD-2304	Invoice PDF not downloading	Sara R.	💬 Chat	High	New	Unassigned	Today 9:50 AM
#ZD-2303	Calendar sync issue	Anna L.	📧 Email	Medium	New	Sam R.	Today 9:20 AM
#ZD-2298	Two-factor auth not working	John D.	📞 Phone	High	Open	Mia C.	Yesterday
#ZD-2295	Export to CSV broken	Clara M.	📧 Email	Medium	Open	Sam R.	Yesterday
#ZD-2290	API rate limiting errors	Ray P.	🐦 Social	High	In Progress	Tom L.	Mar 14
#ZD-2281	Forgot password flow fix	Nina V.	📧 Email	Low	Resolved	Sam R.	Mar 13

Name	Email	Phone	Account Type	Tickets	Last Activity	Status
MK Mike Kaplan	mike.k@techco.com	+1 555-1100	VIP	7	Today	Active
SR Sara Roberts	sara.r@corp.com	+1 555-2200	Pro	3	Today	Active
AL Anna Liu	anna.l@startup.io	+1 555-3300	Standard	2	Today	Active
JD John Davis	john.d@enterprise.com	+1 555-4400	VIP	5	Yesterday	Active
CM Clara Mills	clara.m@agency.com	+1 555-5500	Pro	4	Yesterday	At Risk
RP Ray Parker	ray.p@media.com	+1 555-6600	Standard	1	Mar 14	Active

Visitor	Page	Wait Time	Agent	Status
LG Lisa Grant	/pricing	0m 32s	Mia C.	● Chatting
TH Tim Ho	/checkout	1m 04s	Sam R.	● Chatting
PA Pat Adams	/support	2m 11s	Unassigned	Waiting
YS Yuki S.	/features	0m 55s	Tom L.	● Chatting
BN Ben N.	/billing	3m 40s	Unassigned	Waiting

Policy Name	Priority	First Response	Resolution	Accounts	Compliance	Status
Enterprise Gold	Critical	30 min	4 hours	8	99%	Active
Enterprise Silver	High	1 hour	8 hours	12	97%	Active
Pro Support	Medium	4 hours	24 hours	9	91%	Active
Standard Support	Low	8 hours	3 days	5	98%	Active
Basic Free	Low	24 hours	7 days	—	100%	Active

Title	Category	Author	Views	Helpful	Status
How to reset your password	Account	Mia C.	642	94%	Published
Getting started with Zoho Desk	Getting Started	Sam R.	521	89%	Published
Understanding your invoice	Billing	Mia C.	408	91%	Published
API authentication guide	Technical	Tom L.	316	82%	Published
Two-factor authentication setup	Account	Sam R.	289	90%	Published
Export data to CSV	Technical	Tom L.	214	78%	Draft
Upgrading your subscription plan	Billing	Mia C.	198	85%	Published

Asset ID	Name	Type	Assigned To	Department	Purchase Date	Status
ZA-1001	MacBook Pro 16"	💻 Laptop	Mia C.	Support	Jan 2024	Active
ZA-1002	Dell Latitude 5540	💻 Laptop	Sam R.	Support	Feb 2023	Active
ZA-1003	Canon ImageRunner	🖨 Printer	Office	Shared	Mar 2022	In Repair
ZA-1004	Cisco Meraki MX68	🌐 Network	IT Ops	Infrastructure	Jul 2021	Active
ZA-1005	Zoho One – Team Licence	📦 Software	All Users	All Depts	Mar 2024	Active
ZA-1006	iPhone 15 Pro	📱 Mobile	Tom L.	Support	Oct 2023	Active

Rule Name	Type	Trigger	Action	Runs Today	Status
Auto-assign Critical	Assignment	Priority = Critical	Assign to Mia C.	4	Active
SLA Breach Alert	Notification	SLA ≤ 30 min remaining	Email + Slack alert	3	Active
Tag Billing Tickets	Workflow	Subject contains "invoice"	Tag: billing	7	Active
Close Resolved After 3d	Time-based	Status = Resolved for 3 days	Set Status: Closed	12	Active
Escalate Idle High	Escalation	No reply in 2h (High)	Reassign + notify lead	2	Active
Auto-reply on New Ticket	Notification	Ticket created	Send acknowledgement email	28	Active
Route Social → Tier 2	Assignment	Channel = Social	Assign to Tom L.	5	Paused

CR#	Title	Type	Risk	Requester	Scheduled	Status
ZCR-021	Upgrade Zoho Desk to latest version	Standard	Low	IT Team	Mar 19	Approved
ZCR-022	Migrate ticket data to new schema	Normal	High	IT Team	Mar 22	Pending Approval
ZCR-023	Enable SAML SSO for portal	Normal	Medium	SecOps	Mar 20	Pending Approval
ZCR-024	Add WhatsApp channel integration	Standard	Low	Support Lead	Mar 21	Approved
ZCR-025	Emergency — patch XSS in portal	Emergency	Critical	SecOps	Today	Emergency Review
ZCR-020	Update SLA policy thresholds	Standard	Low	Support Lead	Mar 17	Implemented

🚨

Open Incidents

▲ 4 today

📋

Service Requests

Pending approval

🔄

Changes Planned

This week

💻

IT Assets

847

723 active

⚠️

SLA Compliance

94%

▲ 1.5% week

🖥 System Health Monitor

● Live

99.9%

Uptime

24ms

Avg Response

78%

CPU Usage

42%

Memory

91%

Disk Storage

1.2GB

Network In

840MB

Network Out

Alerts Active

🔔 Open Incidents

ID	Description	Priority	Status
INC-0521	Email server down	Critical	Open
INC-0520	VPN connectivity issue	High	In Progress
INC-0519	Printer offline – 3rd floor	Medium	Open
INC-0518	Software license expired	Low	In Progress
INC-0517	AD password policy error	High	Open

💻 Asset Inventory

Type	Total	Active	Status
💻 Laptops	312	287	Healthy
🖥 Desktops	198	190	Healthy
🖨 Printers	67	59	Warning
🔌 Servers	24	23	Healthy
📱 Mobile	246	164	Partial

🔄 Upcoming Changes

Change ID	Title	Type	Scheduled	Approver	Status
CHG-0102	Firewall rule update – DMZ	Normal	Mar 18, 11:00 PM	IT Security	Pending Approval
CHG-0101	OS Patch deployment – servers	Standard	Mar 20, 2:00 AM	Infra Team	Approved
CHG-0100	ERP system upgrade v8.2	Emergency	Mar 17, 8:00 PM	CTO	Review

ID	Description	Category	Priority	Assigned To	Status	Created
INC-0521	Email server down	Email	Critical	Raj S.	Open	Today 8:02 AM
INC-0520	VPN connectivity issue	Network	High	Lin M.	In Progress	Today 7:45 AM
INC-0519	Printer offline – 3rd floor	Hardware	Medium	Tech Q1	Open	Today 9:10 AM
INC-0518	Software license expired	Software	Low	Ops Team	In Progress	Yesterday
INC-0517	AD password policy error	Security	High	Raj S.	Open	Yesterday
INC-0516	Database backup failure	Database	Critical	Infra Team	In Progress	Mar 14
INC-0515	Wi-Fi dead zone – 2nd floor	Network	Medium	Lin M.	Resolved	Mar 14

ID	Request	Requester	Category	Priority	Status	Due
SR-0411	New laptop provisioning	Alice W.	Hardware	High	In Fulfilment	Mar 18
SR-0410	Adobe CC licence renewal	Design Team	Software	Medium	Awaiting Approval	Mar 20
SR-0409	VPN access for remote user	Ben T.	Access	High	In Fulfilment	Today
SR-0408	Office 365 mailbox setup	HR Dept	Email	Medium	Completed	Yesterday
SR-0407	Conference room AV check	Ops Team	Hardware	Low	Awaiting Approval	Mar 19

ID	Title	Type	Risk	Scheduled	Approver	Status
CHG-0102	Firewall rule update – DMZ	Normal	High	Mar 18, 11:00 PM	IT Security	Pending Approval
CHG-0101	OS Patch deployment – servers	Standard	Medium	Mar 20, 2:00 AM	Infra Team	Approved
CHG-0100	ERP system upgrade v8.2	Emergency	Critical	Mar 17, 8:00 PM	CTO	Review
CHG-0099	Network switch replacement	Standard	Low	Mar 22, 6:00 AM	Infra Team	Approved
CHG-0098	SSL cert renewal – prod	Normal	Medium	Mar 19, 9:00 AM	DevOps	Pending Approval

ID	Title	Impact	Root Cause	Linked Incidents	Status
PRB-0041	Intermittent email delivery failure	Critical	DNS misconfiguration	INC-0521, INC-0498	Root Cause Analysis
PRB-0040	VPN drops for remote users	High	Firmware bug	INC-0520, INC-0511	Root Cause Analysis
PRB-0039	AD sync latency	Medium	DB index fragmentation	INC-0517	Known Error
PRB-0038	Backup job timeout on large VMs	High	Under Investigation	INC-0516	Open

Asset Tag	Name	Type	User	Department	OS / Version	Status
AST-1001	ThinkPad X1 Carbon	💻 Laptop	Alice W.	Engineering	Win 11 22H2	Active
AST-1002	Dell OptiPlex 7090	🖥 Desktop	John D.	Finance	Win 10 21H2	Active
AST-1003	HP LaserJet 5200	🖨 Printer	3rd Floor	Shared	Firmware 3.1	Warning
AST-1004	Dell PowerEdge R640	🔌 Server	Infra	IT Ops	Ubuntu 22.04	Active
AST-1005	MacBook Pro M2	💻 Laptop	Mia C.	Design	macOS Ventura	Active
AST-1006	Samsung Galaxy S24	📱 Mobile	Ray P.	Sales	Android 14	Active
AST-1007	iPad Pro 12.9"	📱 Mobile	Unassigned	—	iPadOS 17	Decommissioned

CI Name	Type	Class	Environment	Depends On	Impact	Status
prod-mail-01	🖥 Server	Application Server	Production	prod-db-01, prod-net-sw	Critical	Active
prod-db-01	🗄️ Database	RDBMS	Production	san-storage-01	Critical	Active
prod-vpn-gw	🔌 Network	Gateway	Production	core-router-01	High	Warning
dev-app-02	🖥 Server	Application Server	Development	dev-db-01	Low	Active
san-storage-01	💾 Storage	SAN	Production	core-switch-01	High	Active
core-router-01	🌐 Network	Router	Production	ISP Link	Critical	Active

Policy Name	Applies To	Response Target	Resolution Target	Escalation	MTD Compliance	Status
Critical Incidents	Priority: Critical	15 min	2 hours	IT Manager	100%	Active
High Priority	Priority: High	30 min	4 hours	Team Lead	97%	Active
Medium Priority	Priority: Medium	2 hours	8 hours	Auto	89%	Active
Low Priority	Priority: Low	4 hours	24 hours	Auto	96%	Active
VIP Users	User Group: VIP	10 min	1 hour	IT Director	99%	Active
Service Requests	Type: SR	8 hours	3 days	Auto	95%	Active

🚨

P1 Incidents

Active now

📑

Work Orders

This month

🔐

SLA Met

96%

Above target

🏗

Config Items

1,284

In CMDB

📦

Change Requests

Pending CAB review

🚨 Incident Priority Matrix

P1: 2 P2: 7 P3: 14 P4: 18

🔐 SLA Compliance

P1 — Response ≤ 15min100%

P2 — Resolution ≤ 4hr98%

P3 — Resolution ≤ 1 day91%

P4 — Resolution ≤ 3 days96%

📋 All Incidents

INC#	Title	Priority	Category	Assignee	Status	SLA
INC00421	Production database failover	P1	Database	Raj P.	Active	00:14 remaining
INC00420	Core network switch failure	P1	Network	Ops Team	In Progress	01:02 remaining
INC00419	SSO authentication errors	P2	Security	SecOps	In Progress	2:45 remaining
INC00418	Backup job failed overnight	P3	Storage	SysAdmin	Active	8:00 remaining
INC00417	ERP performance degradation	P3	Application	App Team	Resolved	Met
INC00416	Slow Wi-Fi in Building C	P4	Network	Net Eng.	Resolved	Met

📅 Change Advisory Board — Pending

RFC#	Title	Risk	Requested By	CAB Date	Status
RFC-0088	Oracle DB upgrade 12c → 19c	High	DBA Team	Mar 18	Pending
RFC-0087	Cisco ASA firmware update	Medium	Network Eng.	Mar 19	Pending
RFC-0086	AWS S3 bucket policy change	Low	Cloud Ops	Mar 20	Approved

PBM#	Title	Priority	Root Cause	Linked INC	Status
PBM-0061	DB failover delays exceeding SLA	P1	Replication lag	INC00421	Root Cause Analysis
PBM-0060	Recurring SSO token expiry	P2	Clock skew	INC00419, INC00405	Known Error
PBM-0059	Backup failures on large volumes	P2	Under Investigation	INC00418	Root Cause Analysis
PBM-0058	ERP slow query spikes	P3	Missing index on GL table	INC00417	Known Error

Asset ID	Name	Class	Environment	Owner	Last Audit	Status
CI-8801	prod-mail-01	🖥 App Server	Production	Infra Team	Mar 15	Operational
CI-8802	prod-db-01	🗄️ Database	Production	DBA Team	Mar 15	Operational
CI-8803	prod-vpn-gw	🌐 Network	Production	Net Eng.	Mar 14	At Risk
CI-8804	san-storage-01	💾 Storage	Production	Infra Team	Mar 13	Operational
CI-8805	dev-app-cluster	🖥 App Server	Development	Dev Team	Mar 10	Operational
CI-8806	core-router-01	🌐 Network	Production	Net Eng.	Mar 15	Operational

Policy	Priority	Response Target	Resolution Target	MTD Compliance	Status
Platinum SLA	P1	15 min	4 hours	100%	Active
Gold SLA	P2	1 hour	8 hours	98%	Active
Silver SLA	P3	4 hours	24 hours	91%	Active
Bronze SLA	P4	8 hours	3 days	97%	Active
Best Effort	P5	24 hours	7 days	99%	Active

Freshdesk — Support Dashboard

📈 Tickets This Week

👥 Agent Performance

🎫 Recent Tickets

🎫 Tickets

👥 Contacts

🏢 Companies

📚 Knowledge Base

📂 All Articles

🤖 Automations

⚙️ Automation Rules

📈 Reports

📊 Ticket Volume (7 Days)

👥 Agent Summary

⚙️ Settings

🏢 Account Settings

🔔 Notification Settings

🎫 Ticket Settings

🔐 Security

🛒 Service Catalog

New Employee Onboarding

Software Installation

VPN Access Request

Laptop Provisioning

Password Reset

Email Distribution List

🗄️ Assets / CMDB

🔄 Change Management

Zoho Desk — Help Center

📡 Ticket Channels

🕒 Recent Activity

📋 Ticket Board

🎫 Tickets

🔎 Search

Global Search

👤 Customers

💬 Live Chat

💬 Active Conversations

🤝 Agreements

📋 SLA Policies

📊 Analytics

📊 Volume by Channel (7 days)

👥 Agent Leaderboard

⚙️ Setup

🏢 Department Settings

🔗 Integrations

🛒 Service Catalog

New User Account

Software Licence Request

VPN / Remote Access

Hardware Replacement

Shared Inbox Setup

Data Export Request

📚 Knowledge Base

🗄️ Assets / CMDB

🤖 Automation Rules

⚙️ Active Automation Rules

🔄 Change Management

ManageEngine — ServiceDesk Plus

🖥 System Health Monitor

🔔 Open Incidents

💻 Asset Inventory

🔄 Upcoming Changes

🔔 Incidents

📋 Service Requests

🔄 Change Management

⚠️ Problem Management

💻 IT Assets

🗺 CMDB

🗺 Configuration Items

📈 Reports

📊 Incident Volume (7 days)

👷 Technician Performance

🔐 SLA Management

📋 SLA Policies

📊 Compliance by Priority

🚨 Recent SLA Breaches

BMC Remedy — ITSM Suite

🚨 Incident Priority Matrix

🔐 SLA Compliance