Helpdesk reporting, SLA tracking and ticket nudges
The built-in reports show averages. They don't tell you which 14 tickets are about to breach, who owns them, or that the same three have slipped for a month. We pull the raw tickets through the API, apply your rules, and put the result in front of the person who can act on it.
What goes wrong today
The symptoms we hear on the first call. If two of these sound familiar, this is the right page.
- Stale tickets are tracked in a spreadsheet someone updates on Fridays.
- The helpdesk's own analytics cap out (page limits, export limits) before you can see the whole queue.
- Managers ask for the same week-over-week numbers every Monday, built by hand.
- Canned replies go out with unfilled placeholders and nobody notices until the customer does.
What we build
Each piece is built in your environment, on your accounts, and can be adopted on its own.
Incremental sync
A watermark-based sync that keeps a local copy of every ticket current, working around API page caps. A helpdesk updating about 3,750 tickets a day stays in sync.
Queue engine
Every ticket is sorted into respond now, parked, aged or stale using your thresholds, and the thresholds are editable without a developer.
KPI dashboard
Role-based views (agent, lead, manager, director), aging buckets, per-agent workload, week-over-week deltas, drill-down links back to the ticket. Google Sheets or a web dashboard.
Nudges with an off switch
Owner reminders for aging tickets with a one-click ignore link per ticket, tracking of ignored versus acted, and tiered CC escalation if a ticket keeps slipping.
Wins
A weekly recognition email: top closer, most improved, top five. The same data, used to say thank you.
Quality checks
Detection of canned replies sent with unfilled placeholders, and optional AI scoring of replies (see AI quality assurance).
Walkthrough
A one-minute case file that builds the engagement step by step. The company and every number in it are fictional.
Walkthrough: a nine-stage nudge system
How stale tickets get a named owner, a reminder and an escalation path at a fictional software company. Demo data only.
See all walkthroughsWhat you receive
Delivered at handover. Managed support afterwards is optional and month to month.
- Scheduled reports (daily and weekly) delivered by email, Sheets or dashboard
- Nudge and escalation rules written with your team, with the ignore and tracking links
- Runs on your cloud account (Cloud Run, a VM or a Cloudflare Worker) with uptime alerts
- Documentation and the source code
Proof
From production systems, described without client names. Numbers are rounded.
One helpdesk, incremental, inside the vendor's rate limits.
About 17,000 lines of reporting and nudge code in production on Cloud Run and Scheduler.
Every stale ticket has a named owner and a reminder.
Questions and pricing
If yours is not here, write to hello@tightlywired.com and we will answer within one business day.
Which helpdesks do you support?
Will agents feel policed?
Can we change the thresholds ourselves?
What does the $600 a month cover?
Related services
Schedule a 30-minute assessment
Bring one process that costs your team hours each week. You will leave with an integration approach and a fixed-price estimate, whether or not we work together.
Schedule an assessment Or write to hello@tightlywired.com