Transparency builds trust. Sharing support dashboards with the client shows professionalism and reduces follow-up emails. See how to set it up with GLPI + Metabase or Grafana.
Why share dashboards
- Trust: the client sees real numbers instead of relying on manual reports
- Fewer follow-up requests: fewer "how is my ticket going?" emails – the dashboard answers that
- Competitive advantage: few providers offer real-time dashboards to their clients
- Accountability: visible SLA motivates the team to meet deadlines
Architecture
[GLPI MariaDB] → [Metabase/Grafana] → [Public/embed dashboard] → [Client]Metabase or Grafana connects directly to the GLPI database (read-only) and generates dashboards filtered by the client's entity.
Recommended metrics for the client
Operational
- Currently open tickets (by status and priority)
- Open vs resolved tickets in the period
- Average response and resolution time
SLA
- SLA compliance rate (% within deadline)
- Tickets at SLA risk (close to deadline)
Satisfaction
- Average satisfaction score for the period
- Monthly trend
Contract (if applicable)
- Hours consumed vs contracted
- Remaining balance
- Consumption by ticket category
Implementation with Metabase
- Create a Collection in Metabase for each client
- Build dashboards with filter
WHERE entities_id = ? - Generate a Public Link (without login) for each dashboard
- Send the link to the client or embed it in your client portal
Implementation with Grafana
- Create a Dashboard per client with variable
$entity_id - Configure Anonymous Access or use a public snapshot
- Embed via iframe in the client portal
Security
- Use a read-only database user for Metabase/Grafana
- Always filter by
entities_id– never expose other clients' data - Metabase public links can be revoked at any time
- Consider renewing links periodically
Next step
See our Metabase vs Grafana comparison to choose the ideal tool and consult the essential KPIs for Service Desk.
