Advanced Reporting Dashboard for osTicket (Work in Progress)

ungke2505

Hi everyone,

Over the past few weeks, I’ve been working on an advanced reporting dashboard for my own osTicket deployment. The goal was to provide management with more actionable insights than the standard reports.

Current features include:

Executive summary
Department analysis
Help Topic analysis
Agent performance
Trend analysis with Created, Closed, and Open tickets
Automatic Trend Insights (highlighting workload, top agents, top requesters, dominant help topics, close rate, etc.)
SLA analysis
CSV export
Date range and department filtering

One feature I’m particularly happy with is the Trend Insights section. Instead of only displaying charts, it automatically summarizes what happened during the selected period—for example:

Overall close rate
Top performing agent
Top requester
Most common help topic
Department workload
Backlog observations

The objective is to let managers understand what’s happening without having to interpret every chart manually.

Here’s the current progress:

I’d really appreciate any suggestions from the community.

If you’re managing a busy helpdesk, what other metrics or insights would you consider useful?

I’m especially interested in ideas that help managers make decisions rather than simply displaying more statistics.

Thanks!

KevinTheJedi

ungke2505

Thanks for sharing. Just a heads up, our rules here on the forum are that this is the only thread you can make on this. You cannot cross post nor cross link this. We do not allow advertising; period. We do not allow third party links. If you are going to share your code you must do so as a GitHub repo link. You will only be allowed that one link to the repo; again, no external links.

Cheers.

ungke2505

Thanks for the clarification. I completely understand and appreciate the reminder.

This project is something I’ve been building for our own osTicket deployment, and my intention here is simply to share the progress and get feedback from the community.

I’ll make sure to follow the forum rules regarding links and future updates.

Thanks!