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Grafana Integration

The API exposes metric endpoints that can be visualized in Grafana using the JSON API data source.

Endpoints​

  • GET /metrics/dashboard – combined SLA attainment, average resolution time, and ticket volume.
  • GET /metrics/sla – percentage of tickets resolved within their SLA.
  • GET /metrics/resolution – average resolution time in milliseconds for resolved tickets.
  • GET /metrics/tickets – ticket volume per day for the last 30 days.

Configuring Grafana​

  1. Install the JSON API data source.
  2. Add a new data source pointing at your Helpdesk API base URL.
  3. Create panels that query the endpoints above. Each panel should use the appropriate HTTP method and URL.

Sample Dashboard​

{
  "panels": [
    {"type": "stat", "title": "SLA Attainment", "targets": [{"method": "GET", "url": "/metrics/dashboard", "dataPath": "sla.sla_attainment"}]},
    {"type": "stat", "title": "Avg Resolution (ms)", "targets": [{"method": "GET", "url": "/metrics/dashboard", "dataPath": "avg_resolution_ms"}]},
    {"type": "timeseries", "title": "Ticket Volume", "targets": [{"method": "GET", "url": "/metrics/dashboard", "dataPath": "volume"}]}
  ]
}

Use Grafana's panel options to map fields from the JSON responses to visualizations.

Prometheus Queries​

If scraping the /metrics endpoint with Prometheus, these queries provide similar insights:

# Tickets created per day
increase(tickets_created_total[1d])

# SLA attainment (requires counters `tickets_sla_met_total` and `tickets_resolved_total`)
increase(tickets_sla_met_total[1d]) / increase(tickets_resolved_total[1d])

# Average resolution time
increase(ticket_resolution_ms_sum[1d]) / increase(ticket_resolution_ms_count[1d])