About this replica
Demo with invented data for a fictional company. Quillstack Software is a fictional B2B software company in Lisbon, Portugal, whose four support teams answer about 1,200 tickets a month from 600 customer accounts.
Sources
- Quarterly help-desk exports of tickets and status events (
data/tickets/ and data/ticket_events/, 1 January 2024 to 30 September 2025, cut off at 18:00), agents, teams, priorities with their SLA targets and the holidays (Portuguese national holidays and Lisbon's 13 June), all written by tools/make_data.py with seed 20240101.
Rules
- Response and resolution times count business hours only: Monday to Friday 08:00 to 18:00 Lisbon time, without holidays; the clock stops while a ticket is Pending.
- SLA results belong to the month a ticket was created; Resolved counts final resolutions by their date.
- The backlog and the ages are in calendar days; on the Backlog tab the end of the month range is the snapshot.
- A change against the previous year needs the same months a year earlier in the data, so it shows n/a before 2025.
- This page computes the measures in JavaScript from
replica.json, built by tools/build_replica_data.py through the Python reference; a parity test compares every tab with the reference.
Left out of the replica
- The Ticket explorer's status history and time in status (the events are not shipped) and the backlog by status over time.
- The tier split of created by category and the previous-year line of the backlog chart.
- P90 times and CSAT satisfied %; YTD, PYTD, R12 and the current, PY and YoY matrix.
- Day-level dates: the replica filters by months, and the end of the range is the backlog snapshot.
- The Team lead role, the tooltip page (chart tooltips instead), the bookmarks (the Reset button instead) and the Info and Reconciliation pages (linked from the README).
Rebuilt from memory as a demo. The original client's name and data are not used.