DD21 Support Operations: how it was built
Who works when, and which tickets do we pick up today? Rebuild this dashboard step by step in the Data Canvas.
DD21 · Support Operations
Code in this build: 6 widgets written in SQL, and 4 filter, chart or pivot settings written as code.
The question: Who works when, and which tickets do we pick up today?
Who asks, and when: The support lead, at the daily stand-up.
The decision: Who works when, and which tickets get picked up today.
What the dashboard shows: Mondays 09:00-11:00 are the peak - 1,059 tickets in those three cells against 83.33 for an average hour of the week - and urgent SLA breaches spiked in June 2026 with the checkout bug: 26.32% of that month's urgent tickets breached against 8.64% in every other month, 3.05 times the rate. The queue itself is small and slightly growing: 127 open, of which 40 are urgent or high and the oldest has been waiting 45 days, and over the 142 full weeks 13,868 tickets came in against 13,770 resolved.
Follow the pictures below, in order, and you end up with the same dashboard. Every step is one thing you do in the Data Canvas, on the demo data that installs with DataPallas.