A breakdown of 844 currently open tickets across 7 status categories in Autotask PSA. This report shows how your backlog is distributed, where tickets are stuck, and which statuses need immediate attention. PSA
A breakdown of 844 currently open tickets across 7 status categories in Autotask PSA. This report shows how your backlog is distributed, where tickets are stuck, and which statuses need immediate attention. PSA
The data covers the full scope of Autotask PSA records relevant to this analysis, broken down by the key dimensions your team needs for day-to-day decisions and client reporting.
Who should use this: Service desk managers, dispatch leads, and operations teams
How often: Daily for queue management, weekly for trend analysis, monthly for capacity planning
A breakdown of 844 currently open tickets across 7 status categories in Autotask PSA. This report shows how your backlog is distributed, where tickets are stuck, and which statuses need immediate attention. PSA
Top-level KPIs for all currently open tickets in Autotask PSA.
EVALUATE
ROW(
"OpenCurrent", [Open Tickets (Current)],
"Overdue", [Tickets - Overdue],
"DueToday", [Tickets - Due Today],
"DueThisWeek", [Tickets - Due This Week]
)Distribution of all 844 open tickets across status categories. Sorted by count descending.
| Status | Count |
|---|---|
| Complete | 66,677 |
| Planned | 213 |
| In progress | 205 |
| New | 169 |
| Waiting | 256 |
EVALUATE SUMMARIZECOLUMNS('BI_Autotask_Tickets'[status_name], "TicketCount", COUNTROWS('BI_Autotask_Tickets'))Proportional view of the open ticket backlog. The three largest statuses (Planned, In Progress, New) account for 69.5% of all open tickets.
Every single open ticket (844 of 844) is past its due date. This means either the due dates are not being maintained when tickets stall, or the original SLA targets are too aggressive for the current workload. When everything is overdue, the metric loses its value as a prioritization signal. The team cannot distinguish between tickets that are one day late and those that are months late.
418 tickets (49.5%) sit in active-sounding statuses but remain unresolved. This cluster suggests that tickets enter "In Progress" or "Planned" and then stall. Without age data per status, it is hard to tell whether these are genuinely being worked or simply parked. A status aging report would clarify how long tickets have been sitting in each bucket.
Between "Waiting Customer" (116), "Customer has responded" (102), and "Waiting for third party" (38), 256 tickets are blocked on external input or need follow-up. The 102 "Customer has responded" tickets are especially important: the customer did their part, and now the ball is back with the service desk. These should be re-prioritized immediately.
Concrete steps to reduce the open ticket backlog and restore due-date accuracy.
Run a bulk review of overdue tickets and set realistic due dates based on current priority and workload. A 100% overdue rate provides zero signal. After the reset, track the overdue percentage weekly and target keeping it below 25%. This single action restores the usefulness of the "Overdue" metric for dispatchers and managers.
The 102 tickets where the customer already replied are the lowest-hanging fruit. Create a dispatcher view filtered to this status and set a 4-hour pickup target. Customers who respond quickly expect the same in return. Letting these tickets sit erodes trust and increases the chance of follow-up calls that add to the workload.
Build a measure that calculates days since the last status change. Any "In Progress" or "Planned" ticket that has not had a status update in 5+ business days should be flagged for review. This surfaces tickets that are technically "active" but practically abandoned, and prevents the backlog from growing silently.
EVALUATE
ROW(
"OpenDynamic", [Open Tickets (Dynamic)],
"OpenCurrent", [Open Tickets (Current)]
)Open Tickets (Current) counts tickets that are open right now, ignoring any date filters on the report. Open Tickets (Dynamic) respects date slicer selections, so you can see how many tickets were open at any point in time. Use Current for your live backlog count and Dynamic for trend analysis.
Every currently open ticket has a due date in the past. This typically happens when due dates are set at ticket creation based on SLA rules but never updated when a ticket stalls or changes priority. The fix is a bulk due-date review followed by a process to update due dates whenever a ticket moves to a waiting status.
Yes. Copy any query from the toggles above and paste it into DAX Studio or the Power BI Desktop performance analyzer. The queries reference standard Proxuma data model tables and measures that exist in every Proxuma Power BI deployment.
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