Health scores for every tech. Capacity for the whole desk.
Canopy turns raw tickets and time entries into a nightly health score per technician — and tells you in plain English whether the team is over or under capacity.
Alex Morgan
Level 3
Score trend
92%
Same-day response
49%
Same-day resolution
1h 35m
Avg response time
0.0%
Escalation rate
Main drag: aged ticket backlog
Jordan Lee
Level 2
Score trend
82%
Same-day response
24%
Same-day resolution
1h 20m
Avg response time
0.0%
Escalation rate
Main drag: low same-day resolution
Riley Adams
Level 2
Score trend
93%
Same-day response
46%
Same-day resolution
39m
Avg response time
0.0%
Escalation rate
Main drag: low same-day resolution
Casey Brooks
Manager
Score trend
89%
Same-day response
65%
Same-day resolution
1h 2m
Avg response time
0.0%
Escalation rate
Main drag: aged ticket backlog
Taylor Reed
Level 2
Score trend
97%
Same-day response
61%
Same-day resolution
22m
Avg response time
0.0%
Escalation rate
Technician performance
Last 30 days · live · 2,074 tickets · 2,189 time entries · Tickets synced just now · next in 30m · Metrics calculated 1m ago
Team capacity — RHEM model
Possible excess capacity2,000
Total endpoints
0.25
RHEM (actual)
491h
Reactive hrs / month
18h
Project hrs / month
4.1 needed · 7 actual
FTE required vs on desk
Reactive hours by level
Based on 0.25 RHEM × endpoints. Target: each resource handles ~139 reactive hrs/month. Blue segments are project task hours — counted towards utilisation, not RHEM.
Team averages — 7 technicians
65
Health score
90%
Same-day response
Target: 100%
46%
Same-day resolution
Target: 70%
1h 13m
Avg response time
Target: <30m
0.0%
Escalation rate
Target: <3%
3.6
Closed / day
L2 target: 12+
65
Tickets >5 days
Target: 0
5
On target
of 7 techs
Per-tech health scores
A nightly score built from five KPIs: response, resolution, throughput, touches and billable %.
Capacity panel
See reactive hours per endpoint, and FTE required versus the number on desk.
First Response screen
A live feed of untouched tickets, updated within seconds via webhooks.
TNT watchlist
Every open ticket older than 5 days, so nothing quietly goes stale.
Technician logins
Every tech gets their own view of their feedback scores and performance metrics, and only theirs.
See who's thriving — and where the desk needs help.
Turn your tickets and time entries into nightly health scores and live capacity — no spreadsheets required.