Service Operations

Live MSP command dashboard
42
Open
6
Near SLA
3
Past SLA
8
Stale
12
Alerts
5
Projects
21m
First Reply
7.4h
Closure
Dashboard

Today's workload

Ticket health, SLA pressure, project risk, and alert volume in one technician-first view.

Warn
42
Open tickets
18 waiting on technician
Warn
6
Tickets nearing SLA
4 due in the next hour
Danger
3
Tickets past SLA
Escalation queue needs review
Danger
5
Overdue project tasks
2 customer onboarding blockers
Good
21m
First response average
Target: under 30 minutes
Good
7.4h
Closure time average
Rolling 14-day average
Warn
8
Stale tickets
No update in 3 business days
Danger
12
Open alerts
7 tied to monitored assets

Priority Queue

Sorted by SLA risk
Ticket Customer SLA Timer
Password resets failing after MFA rollout Northstar Law Past
New workstation deployment checklist Hudson Dental 52m
Server alert: backup job missed window Evergreen Accounting 1h 14m

Operational Timeline

Last 60 minutes
Inbound email parsed into ticket draft
Postmark webhook target reserved for ticket intake.
Agent check-in model queued
Push telemetry and pull commands will share the same device identity.
Project templates planned
Global and customer-specific templates are both represented in the schema.