For one of the company's largest sites, the project lead tasked me with analyzing the helpdesk to uncover patterns in user issues and support efficiency.

I collaborated with the project manager to identify available data, including ticket labeling in JIRA. She configured a custom dashboard layout, which I then populated with targeted reports covering:

• Daily ticket submission and resolution volumes

• Issue resolution rates (solved vs. unresolved)

• Internal vs. external ticket distribution

• Overall ticket volume trends

• Tier 2 escalation frequency

To enhance clarity and visual impact, I created a summarized JIRA Space overview that presented key statistics in a more accessible, visually compelling format.

The resulting dashboard and summary provided the team with clear, data-driven insights into user pain points, informing prioritized UX improvements and reducing support friction.