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IT Support Ticket Analytics System

Overview

This project is an IT Support Ticket Analytics Dashboard built using MySQL and Power BI.
The purpose of this project is to simulate a real-world IT support environment where support tickets are monitored, analyzed, and visualized for operational insights.

The dashboard focuses on:

  • Ticket status tracking
  • Technician workload analysis
  • Ticket priority distribution
  • Incident trend monitoring
  • IT support performance reporting

This project was developed as part of my portfolio to strengthen practical skills in SQL, relational databases, data analytics, and Power BI dashboard development.

Tech Stack

  • MySQL
  • SQL
  • Power BI
  • Data Modeling
  • Data Visualization

Project Features

  • Relational database design
  • Ticket management analytics
  • Technician workload tracking
  • Ticket priority monitoring
  • KPI reporting dashboard
  • Interactive Power BI visuals
  • Trend analysis using SQL queries

Database Tables

users

Stores employee information who raised support tickets.

technicians

Stores technician details responsible for resolving tickets.

support_tickets

Stores all support ticket records including:

  • Issue type
  • Priority
  • Status
  • Created date
  • Resolved date

Dashboard Insights

The dashboard helps identify:

  • Total support tickets
  • Open vs resolved tickets
  • Technician ticket handling distribution
  • High priority ticket volume
  • Monthly ticket trends

Sample Dashboard Preview

Dashboard Preview

Project Structure

IT-Support-Ticket-Analytics-System/
│
├── SQL/
│   ├── create_tables.sql
│   ├── insert_data.sql
│   ├── analyst_queries.sql
│
├── Dashboard/
│   ├── IT_Support_Ticket_Dashboard.pbix
│
├── Dataset/
│   ├── users.csv
│   ├── technicians.csv
│   ├── support_tickets.csv
│
├── Screenshots/
│   ├── dashboard_preview.png
│
├── README.md

Key SQL Analysis Queries

Examples of analysis performed in this project:

  • Total tickets count
  • Open vs resolved tickets
  • Technician workload analysis
  • Ticket priority distribution
  • Monthly ticket trends
  • Top issue categories

Author

Harsh Basrani