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Customer Support Power BI template

Power BI customer support dashboard template: CSAT gauge, response and resolution time KPIs, created vs solved trend, ticket categories and agent table.

By · Founder & Reliability Engineer · Updated

Free for commercial use

Dark version: same layout, colours re-solved and checked for WCAG AA contrast.

Customer Support Power BI dashboard template: 3 KPI cards, a gauge, a line chart, a bar chart, a table, a donut chart and 2 slicers on a 1280×720 page

BetaOpens in Power BI Desktop with 6 tables of sample data and every visual bound. See what’s inside

Free, no sign-up. The PBIP with sample data includes the background, theme and a README. 1920×1080 fits a new page in a Fluent 2 report; 1280×720 and 2× fit Classic pages. Downloads carry a small “Made with VizForge” mark (sign in to the studio to remove it).

Customise in the design studio →
Layout
Plain header, gauge + 3 KPIs, trend and category bars, agent table and channel donut
Page size
1280×720 px (16:9, Power BI default)
Theme
Pastel Studio

Open the sample-data PBIP in Power BI Desktop

Checked against Microsoft Learn's Power BI Desktop projects documentation (as of Nov 2026).

  1. 1

    Unzip to a short path and open the .pbip

    Extract the zip to a short local folder such as C:\PBI (Windows limits project paths to 260 characters, and Desktop can't save a project straight to OneDrive or SharePoint), then double-click the .pbip file or use File → Open in Power BI Desktop. Microsoft still lists projects and TMDL as preview features (as of Nov 2026): if Desktop won't open the project, go to File → Options and settings → Options → Preview features, tick “Power BI Project (.pbip) save option” and “Store semantic model using TMDL format”, then restart Desktop.

  2. 2

    Select Refresh once

    The project ships without the local data cache (.pbi/cache.abf), so Desktop opens the full model definition without data. Select Home → Refresh: every table is built from values written into its Power Query step, so there is no data source to sign in to.

  3. 3

    Save as .pbix or connect your data

    Use File → Save as to keep a single .pbix file, or open Transform data and replace each table's Source step with your own query, keeping the column names so the measures and visuals keep working.

What’s inside the Customer Service sample model

Rendered from the same definition the download writes as TMDL, so this list always matches the file.

Tables
6
Fact rows
420
DAX measures
8

420 helpdesk tickets created in the 12 weeks to 31 Oct 2026, handled by nine agents in three teams, with first-response time, resolution time and a 1–5 satisfaction rating where the customer answered the survey. Units: First response in minutes, resolution in hours, CSAT as the share of 4 and 5 ratings.

Tables and columns

Calendar

Date table · 2026, one row per day

Date table generated in Power Query (List.Dates), marked as the model's date table.

  • Date (date)
  • Year (whole number)
  • Quarter (text)
  • Month (text)
  • Month Name (text)
  • Week Start (date)
  • Weekday (text)
  • Fiscal Year (text)

Agent

Dimension · 9 rows

Support agents and their team.

  • Agent (text)
  • Team (text)

Priority

Dimension · 4 rows

Ticket priorities with their first-response target.

  • Priority (text)
  • First Response Target (mins) (whole number)

Category

Dimension · 7 rows

Contact reasons.

  • Category (text)

Channel

Dimension · 4 rows

How the customer got in touch.

  • Channel (text)

Tickets

Fact · 420 rows

One row per ticket. Created Date is the active date; Solved Date is related inactively for the solved series. Open tickets have no Solved Date.

  • Ticket (text)
  • Created Date (date)
  • Solved Date (date)
  • Agent (text)
  • Priority (text)
  • Category (text)
  • Channel (text)
  • First Response Mins (whole number)
  • Resolution Hours (decimal)
  • CSAT Score (whole number)

Relationships

Many-to-one, single direction. Inactive relationships are switched on inside a measure with USERELATIONSHIP.

  • Tickets[Created Date] → 'Calendar'[Date]
  • Tickets[Solved Date] → 'Calendar'[Date](inactive)
  • Tickets[Agent] → Agent[Agent]
  • Tickets[Priority] → Priority[Priority]
  • Tickets[Category] → Category[Category]
  • Tickets[Channel] → Channel[Channel]

DAX measures

All measures live in a dedicated Key Measures table. Copy any of them into your own model; rename the table and column references to match.

Tickets CreatedTickets created in the period.
Tickets Created =
COUNTROWS ( Tickets )

Format string: #,0

Tickets SolvedTickets solved in the period (by solved date).
Tickets Solved =
CALCULATE (
    COUNTROWS ( Tickets ),
    USERELATIONSHIP ( Tickets[Solved Date], 'Calendar'[Date] ),
    NOT ISBLANK ( Tickets[Solved Date] )
)

Format string: #,0

Open BacklogTickets not yet solved.
Open Backlog =
CALCULATE ( COUNTROWS ( Tickets ), ISBLANK ( Tickets[Solved Date] ) )

Format string: #,0

Median First Response (mins)Median minutes to the first agent reply.
Median First Response (mins) =
MEDIAN ( Tickets[First Response Mins] )

Format string: #,0

Median Resolution (hours)Median hours from creation to solved.
Median Resolution (hours) =
MEDIAN ( Tickets[Resolution Hours] )

Format string: #,0.0

CSAT %Share of survey answers rated 4 or 5.
CSAT % =
DIVIDE (
    CALCULATE ( COUNTROWS ( Tickets ), Tickets[CSAT Score] >= 4 ),
    CALCULATE ( COUNTROWS ( Tickets ), NOT ISBLANK ( Tickets[CSAT Score] ) )
)

Format string: 0.0%

CSAT TargetThe team's CSAT goal (gauge target).
CSAT Target =
0.9

Format string: 0%

Gauge MaxGauge maximum (100%).
Gauge Max =
1

Format string: 0%

What each visual is bound to

The PBIP opens with these fields already on each visual.

Field bindings per visual
VisualFields
TeamSlicerAgent[Team]
PrioritySlicerPriority[Priority]
CSAT vs targetGauge[CSAT %], [CSAT Target], [Gauge Max]
First response timeCard[Median First Response (mins)]
Median resolutionCard[Median Resolution (hours)]
Open backlogCard[Open Backlog]
Tickets created vs solvedLine chartCalendar[Week Start], [Tickets Created], [Tickets Solved]
Tickets by categoryBar chartCategory[Category], [Tickets Created]
Agent performanceTableAgent[Agent], Agent[Team], [Tickets Solved], [Median First Response (mins)], [Median Resolution (hours)], [CSAT %]
Tickets by channelDonut chartChannel[Channel], [Tickets Created]

Questions this dashboard answers

Each one is answered by a visual on the page, from the sample model's own tables and measures.

About this dashboard layout

Support leaders watch two things: whether the queue is under control and whether customers are happy. The first row mixes a CSAT gauge (target marked on the dial) with three KPIs: first response time, median resolution time and current backlog. Use medians for time metrics; one ticket left open over a holiday will wreck an average.

The trend of tickets created against tickets solved per day is the single best health signal for a support team. When the solved line sits below created for more than a few days, the backlog is growing, whatever the KPI cards say. Put it in a line chart with the two series in contrasting data colours.

Ticket categories as a bar chart show what customers contact you about; pair it with the agent table (tickets solved, median handle time, CSAT) and the channel donut (email, chat, phone, self-service). Clicking a category filters the agent table to who handles it best.

Pastel Studio keeps the page friendly for a customer-facing team without losing contrast. Every data colour here clears 3:1 on white, so the created and solved lines stay distinct for readers with low vision.

Visuals on the page

Positions are Power BI page pixels. Enter them in Format → General → Properties → Size and position, or use the PBIP download where they are already set.

Visual positions in the Customer Support template
VisualTypeXYWidthHeight
TeamSlicer9202416040
PrioritySlicer10962416040
CSAT vs targetGauge4012026496
First response timeCard35212022496
Median resolutionCard66412022496
Open backlogCard97612022496
Tickets created vs solvedLine chart40264704192
Tickets by categoryBar chart792264448192
Agent performanceTable40504704176
Tickets by channelDonut chart792504448176

Custom visuals for this layout

Built-in Power BI visuals cover most slots above. These slots also suit a custom visual; each page covers the data shape, DAX and a prompt to generate it as a .pbiviz.

Already have a report?

Brand Makeover tries Customer Support first on every page of your Power BI project (.pbip zip) where it fits: the page's visuals have to go into its 8 data slots without overlaps. Pages it can't seat get another catalog layout or a brand grid. Queries, filters and bookmarks are left as they are. Free, in your browser.

Opens with the Analyst / Dense preset, because the Executive preset doesn't use this layout (8 data slots; this preset uses templates with at most 7).

Restyle my report into this

Swap a slot for a custom visual

Pick any slot and VizForge AI writes a custom visual (.pbiviz, with TypeScript source) sized to it, in this template's colours and shaped for the fields it is bound to.

Generate one that fits this layout.

Gauge · 264×96 px · bound to [CSAT %], [CSAT Target], [Gauge Max]

1, 2 or 5 credits depending on the brief · 5 free on signup. Sign in or create a free account on the next screen; the brief is saved for 30 minutes.

Brief sent to the generator (you can edit it there)

A Power BI gauge visual titled "CSAT vs target". It sits in a 264×96 px slot on a designed report page. Match the report's brand: data colours #8B7CD8, #C37B5B, #429B81, #5090BE, #B17D9B, #A18844; background #FFFFFF; text #2B2A33; font Segoe UI. Transparent visual background so the page design shows through; no visual border. In the sample model it is bound to [CSAT %], [CSAT Target], [Gauge Max]; keep the same data roles so the fields drop straight in.

Not sure what to build? Browse the visual catalog or open the template in the design studio and hand off any slot from there. Or start in the AI generator with a blank brief.

Colours and theme

Pastel Studio

Soft pastel Power BI theme that still passes contrast: lilac, peach, mint and sky mid-tones on white, with charcoal text for marketing reports.

See the Pastel Studio palette and contrast checks →

Use the background in an existing report

Prefer to keep your own report? Apply the design to it instead of opening the PBIP.

  1. 1

    Download the background

    Take the 1920×1080 PNG for a new page in a Fluent 2 report (the default size for new pages), or the 2× PNG (2560×1440) for sharp text on a 1280×720 Classic page. Power BI scales the image to the canvas.

  2. 2

    Set the canvas background

    Format page → Canvas background → Browse. Set Image fit to Fill and transparency to 0%.

  3. 3

    Import the theme

    Design ribbon → Import theme (in the Power BI service: View → Theme pane), then pick the downloaded JSON. Data colours and fonts now match the design. Older Desktop builds: View → Themes → Browse for themes.

  4. 4

    Place your visuals

    Size each visual to the positions above with background and border off, or open the PBIP project where they are already placed.

Questions about this template

Does the Customer Support template come with sample data?

Yes. The “PBIP with sample data” download contains a semantic model with 6 tables and 8 DAX measures, and every visual on the page is already bound to it. The sample: 420 helpdesk tickets created in the 12 weeks to 31 Oct 2026, handled by nine agents in three teams, with first-response time, resolution time and a 1–5 satisfaction rating where the customer answered the survey. The data is written into each table's Power Query step, so there is no data source or sign-in.

Is it a .pbix file?

It is a Power BI project (PBIP): a folder of text files that Power BI Desktop opens like a .pbix. Open the .pbip file, select Refresh once to load the sample rows, then use File → Save as if you want a single .pbix.

What visuals are in the Customer Support template?

The page has 10 visual areas: 2 slicers, 1 gauge, 3 cards, 1 line chart, 1 bar chart, 1 table, 1 donut chart. Their exact positions are listed on this page so you can match them in Power BI's Format → General → Properties panel, or skip that step by downloading the PBIP project.

Which theme does the Customer Support template use?

It ships with the Pastel Studio theme (light tone). Download the theme JSON here, or open the template in the design studio and switch to any other theme or your own brand colours.

Is there a dark version of the Customer Support template?

Yes. Switch the preview to Dark and every download (background, theme JSON and PBIP) comes in that version. The layout is identical; the page, card and text colours are re-solved for a dark page, and the accent, status and data colours keep their hues but are adjusted until text meets WCAG AA (4.5:1) and chart colours reach 3:1 against the cards.

How do I use the background image in Power BI Desktop?

Select the page, open Format page → Canvas background, choose Browse and pick the PNG, then set Image fit to Fill and transparency to 0%. Give your visuals a transparent background and no border so the designed panels show through.

Can I open the PBIP project in Power BI Desktop?

Yes. PBIR is the default report format in Power BI Desktop since September 2026, and the download is a PBIP project: unzip it and open the .pbip file, select Refresh once and the sample data loads into visuals that are already bound (the empty PBIP leaves the containers unbound for your own data). Microsoft still lists projects and TMDL as preview features (as of Nov 2026), so if Desktop won't open it, enable them under File → Options and settings → Options → Preview features.

Build guides for this dashboard

Guides to the same dashboard job: which custom visuals it needs, the DAX behind them and prompts to generate them.

KPI cards for this layout

Headline numbers drawn by one DAX SVG measure each, for the Card visual or a table row.

Designs made for this template’s KPI slots: Customers icon tile. Browse all styles in the KPI card gallery or build your own in the SVG measure builder.

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Make the Customer Support template yours

Swap in your brand colours and logo, move panels, add icons and generate missing visuals with AI, then export the background, theme JSON and PBIP project.

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