Cherry IT SSC | SFL Tech Support Performance Dashboard

Client-facing prototype for monitoring Zoho Desk support volume and closure performance for SFL Tech. Data is embedded for developer handover; future version can replace the embedded array with a daily CSV upload/export from Zoho Desk.

Global date range

Creation widget uses Created Time. Closure widget uses Ticket Closed Time and includes Status = Closed only. Closure hours are gross business hours between Created Time and Ticket Closed Time, using 09:00-18:00 IST and excluding Saturdays/Sundays.

Dashboard scope

Client: SFL Tech   |   Provider: Cherry IT SSC   |   Platform: Zoho Desk export covering Salesforce and M365 support tickets. No individual agent ranking or subjective employee scoring is used.

Data source

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Total tickets in selected range-Based on Created Time
Closed tickets in selected range-Based on Ticket Closed Time
Avg gross business hours to close-Closed tickets only
Performance trends
Ticket register

Trend of Ticket Creation, Category Wise

Table by raw Category and ISO week, with expandable Sub Category rows. Line chart below shows category-level week-on-week trend.
Classification filter - Creation trend

Trend of Average Time Taken to Close a Ticket

Status must be Closed. Calculation uses gross business hours between Created Time and Ticket Closed Time, limited to 09:00-18:00 IST, Monday-Friday.
Classification filter - Closure trend

Ticket Details Register

Search by Request ID or Subject. Email ID is intentionally excluded from this client-facing view.

Developer handover notes

This file is intentionally standalone. The constant RAW_TICKETS contains the embedded dataset. In production, replace it with a parser that reads Murali's daily Zoho Desk CSV export at 09:00 IST, then call renderAll(). The dashboard logic already supports date range filtering, classification multi-selects, expandable category/sub-category tables, ISO week grouping, client-facing ticket register search, and gross business-hour closure calculation.