Service Desk SLA & Ticket Lifecycle Dashboard — Excel template with real formulas
Monitor SLA adherence, backlog burn-down, and ticket flow in real time
Operations · dashboard · CC0 · Public domain · Built by Sheetly AI
About this template
This operations dashboard brings together indicators like "Open Ticket Backlog", "SLA Compliance Rate" and "Avg Resolution Time" in a single view. Edit the entries in the Data tab and the dashboard numbers update instantly — no need to build the spreadsheet from scratch.
This template helps service desk teams track ticket lifecycle metrics, SLA compliance, and backlog trends in a single operations dashboard. Enter each ticket’s details, dates, priority, SLA target hours, and actual resolution hours in the Data sheet. Use filters and pivot tables to review SLA adherence, backlog age, and resolution performance by category, priority, and assigned agent. Update the data regularly to keep KPIs and backlog burn-down charts accurate for daily standups and performance reviews.
Released under the CC0 license (public domain): you can download, edit and use it freely — including in commercial projects — with no attribution required.
Use cases
- Visualize indicators like "Open Ticket Backlog" and "SLA Compliance Rate"
- Make faster decisions based on "Avg Resolution Time"
- Compare your operations without building the spreadsheet from scratch
- Edit the entries in the Data tab and watch the dashboard recalculate automatically
Key features
- Open Ticket Backlog
- SLA Compliance Rate
- Avg Resolution Time
- Visual dashboard with 3 automatic indicators
- Editable formulas in the Data tab
- In-cell mini charts (sparklines)
What's inside the file
- 3 tabs: Dashboard, Data, Instructions
- 40 working formulas — including SUM, AVERAGE, COUNTA. They recalculate as you edit, so the sheet stays yours after download.
- Sized for real data: up to 37 rows × 18 columns already laid out and formatted.
- Built-in chart that updates with your numbers.
Everything is a normal .xlsx: it opens in Excel, Google Sheets, LibreOffice and Numbers, with no add-ons, no macros and no locked cells.
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