Odoo Spreadsheet Dashboard Helpdesk - Customer Support Dashboard
Analyze customer support performance with visual dashboards
The Spreadsheet Dashboard Helpdesk module provides in-depth analytics dashboards for customer support operations in Odoo. This module aggregates data from Helpdesk to create visual reports on tickets, resolution time and team performance.
With interactive charts, pivot tables and KPI dashboards, the module helps managers track SLA, customer satisfaction, team workload and ticket trends over time.
Basic Dashboard Terminology
Helpdesk Dashboard Terms
| English | Vietnamese | Description |
|---|---|---|
| Helpdesk Dashboard | Dashboard hỗ trợ | Helpdesk analytics control panel |
| Ticket Analytics | Phân tích ticket | Ticket statistics and analysis |
| Response Time | Thời gian phản hồi | First response time to ticket |
| Resolution Time | Thời gian giải quyết | Time to resolve ticket |
| Resolution Rate | Tỷ lệ giải quyết | Percentage of tickets resolved |
| Customer Satisfaction | Độ hài lòng | Customer rating score |
| SLA Compliance | SLA tuân thủ | SLA compliance rate |
| Workload | Khối lượng công việc | Number of tickets per agent |
Dashboard Types
Helpdesk Dashboards
| English | Vietnamese | Description |
|---|---|---|
| Ticket Overview | Tổng quan ticket | Ticket overview dashboard |
| Team Performance | Hiệu suất team | Agent performance analysis |
| SLA Tracking | SLA tracking | SLA compliance monitoring |
| Satisfaction Analysis | Độ hài lòng | Customer rating analysis |
| Ticket Trends | Xu hướng ticket | Ticket trends over time |
| Workload Analysis | Phân tích workload | Team workload distribution |
Main Menu Structure
The Spreadsheet Dashboard Helpdesk module is organized by groups:
Steps
1. Ticket Overview Dashboard: Overview of tickets and status
2. Team Performance: Agent and team performance analysis
3. SLA Compliance: SLA compliance tracking and alerts
4. Customer Satisfaction: Rating and feedback analysis
5. Response & Resolution: Response and resolution time metrics
6. Custom Dashboards: Create custom dashboards as needed
Basic Workflow
Helpdesk dashboard usage workflow:
Steps
1. Access dashboard from Spreadsheet or Helpdesk menu
2. Select time period and team to analyze
3. View key KPIs: new tickets, in progress, resolved
4. Analyze response time and resolution time
5. Check SLA compliance and violations
6. Review customer ratings and feedback
Key Features
Key points
• Real-time dashboard auto-updates with new tickets
• KPI cards display ticket count, response time, resolution rate
• Ticket trend charts by time and type
• Multi-dimensional pivot table analysis by team, priority, category
• SLA tracking with alerts for tickets about to breach
• Customer satisfaction score and rating analysis
• Workload distribution to balance team work
• Heatmap showing peak hours for ticket creation
Important KPIs
Helpdesk KPIs
| KPI | Description |
|---|---|
| Total Tickets | Total tickets in period |
| Open Tickets | Number of open tickets |
| Resolved Tickets | Number of resolved tickets |
| First Response Time | Average first response time |
| Average Resolution Time | Average resolution time |
| SLA Compliance Rate | SLA compliance percentage |
| Customer Satisfaction Score | Average satisfaction score |
| Tickets per Agent | Tickets per agent |
User Groups
User Permissions
| Group | Permissions |
|---|---|
| Helpdesk Agent | View personal dashboard, own tickets |
| Team Leader | View team dashboard, performance analysis |
| Helpdesk Manager | View all dashboards, compare teams |
| Quality Manager | Analyze satisfaction, SLA compliance |
Integration with Other Modules
Spreadsheet Dashboard Helpdesk integrates with:
Key points
• Helpdesk: Ticket data, SLA, ratings, teams
• CRM: Link to customers and opportunities
• Project: Project-related tickets
• HR: Agent information, team structure
• Knowledge: Solution articles used
Real-world Scenarios
Common use cases:
Key points
• Monitor real-time pending tickets
• Analyze response time to improve service
• Check SLA compliance to avoid commitment breaches
• Evaluate agent performance for training and rewards
• Analyze ticket trends to predict workload
• Balance workload between team agents
Best Practices
Steps
1. Set up dashboards with KPIs aligned to SLA commitments
2. Monitor real-time for timely ticket handling
3. Use filters to analyze by priority and category
4. Set up alerts for tickets about to breach SLA
5. Review customer satisfaction regularly for improvement
6. Analyze workload to balance team work
7. Compare team performance to learn best practices
System Requirements
To use the Spreadsheet Dashboard Helpdesk module:
Steps
1. Install spreadsheet_dashboard module
2. Install helpdesk module
3. Configure SLA policies and stages
4. Set up rating system for customer satisfaction
5. Configure dashboard access permissions for users
6. Ensure helpdesk data is fully updated