Dashboard – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Thu, 30 Jul 2026 04:11:27 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Dashboard – SupportCandy https://supportcandy.net 32 32 General https://supportcandy.net/docs/dashboard-general-setting/ Wed, 31 Jan 2024 04:01:55 +0000 https://supportcandy.net/?post_type=docs&p=334201
Overview

The SupportCandy Dashboard provides support agents with a centralized view of ticket activity and key support metrics. It helps agents monitor their workload, identify high-priority tickets, and track support performance.

The dashboard is available only to support agents and can be accessed from both the WordPress Dashboard and the SupportCandy front-end portal.

Where to Find

Dashboard settings: SupportCandy → Settings → Dashboard

Agent role access: SupportCandy → Support Agents → Agent Roles

How It Works

The SupportCandy Dashboard displays widgets that provide real-time information about tickets and support activities.

Administrators can control:

  • Which agent roles can access the dashboard.
  • Which dashboard widgets are displayed.
  • The default reporting period.
  • Which recent activities appear.
  • Whether the dashboard refreshes automatically.

This allows each organization to customize the dashboard based on its support workflow.

Key Dashboard Features

Comprehensive Ticket Overview

Quickly monitor important ticket categories, including:

  • Open Tickets
  • Unresolved Tickets
  • Unassigned Tickets
  • Closed Tickets

These metrics help agents understand their current workload and prioritize pending tickets.

SLA Tracking

Track tickets based on their Service Level Agreement (SLA), including:

  • Out of SLA
  • Due Today
  • Due Tomorrow

This helps agents identify tickets that require immediate attention.

Agent-Only Access

The SupportCandy Dashboard is available only to support agents. Customers cannot access the dashboard.

Agents can access the dashboard from:

  • WordPress Dashboard
  • SupportCandy Front-end Portal
Step-by-Step Guide

Enable Dashboard Access

  1. Go to SupportCandy → Support Agents → Agent Roles.
  2. Edit the required Agent Role.
  3. Enable the Dashboard Access permission.
  4. Click Save.
Configure Dashboard Widgets
  • Go to SupportCandy → Settings → Dashboard → Widgets.
  • Edit the widget you want to configure.
  • Select the Allowed Agent Roles.
  • Save your changes.
Set the Default Date Range
  • Go to SupportCandy → Settings → Dashboard → General.
  • Locate Default Date Range.
  • Select the desired reporting period.
  • Click Submit.
Configure Recent Activity
  • Go to SupportCandy → Settings → Dashboard → General.
  • Locate Allowed Recent Activity Logs.
  • Enable or disable the activity types you want to display.
  • Click Submit.
Enable Auto-Refresh
  • Go to SupportCandy → Settings → Dashboard → General.
  • Enable or disable Auto-Refresh.
  • Click Submit.
Options / Settings

Dashboard Access: Allows agents with the selected Agent Role to access the SupportCandy Dashboard.

Allowed Agent Roles: Controls which agent roles can view each dashboard widget.

Default Date Range: Sets the default reporting period used by dashboard widgets.

Choose the option that best matches your reporting requirements, such as:

  • Daily
  • Weekly
  • Monthly

Allowed Recent Activity Logs

Determines which activities are displayed in the Recent Activity widget.

Examples include:

  • New Tickets
  • Ticket Assignments
  • Status Changes

Enable Auto-Refresh

Automatically refreshes dashboard data so agents always see the latest ticket information.

Example

Suppose your support team has both Support Agents and Support Managers.

You can grant Dashboard Access to both roles while configuring widget visibility differently. Managers can view reporting and performance widgets, while agents see only ticket workload and recent activity widgets relevant to their daily tasks.

Notes / Tips
  • The SupportCandy Dashboard is available only to support agents.
  • Customers cannot access the dashboard.
  • Configure widget visibility to show only relevant information for each agent role.
  • Enable Auto-Refresh if your team handles a high volume of tickets and needs live updates.
  • Review dashboard permissions whenever you create or modify an Agent Role.
]]> Dashboard Cards https://supportcandy.net/docs/dashboard-cards/ Wed, 31 Jan 2024 04:03:36 +0000 https://supportcandy.net/?post_type=docs&p=334204
Overview

Dashboard Cards provide a quick summary of important ticket metrics, helping support agents monitor their workload and prioritize tickets that require immediate attention.

Each card displays the number of tickets in a specific category. Clicking a card automatically applies the corresponding filter to the ticket list, making it easy to view and manage those tickets.

Where to Find

Go to: Support →Settings → Dashboard

How It Works

Each Dashboard Card represents a specific ticket category or SLA status. The displayed counts are updated based on the current ticket data.

When you click a card, SupportCandy opens the ticket list with the appropriate filter already applied, allowing you to work on the selected group of tickets immediately.

Dashboard Cards
New Tickets: Displays the number of newly created tickets that are waiting to be processed.

Unresolved Tickets: Displays the number of tickets that are still open and require further action before they can be resolved.

Unassigned Tickets: Displays the number of tickets that have not yet been assigned to a support agent.

Closed Tickets: Displays the total number of tickets that have been resolved and closed.

Mine: Displays the number of tickets assigned to the currently logged-in support agent.
This helps agents quickly monitor their own workload.

Out of SLA: Displays the number of tickets that have exceeded their configured Service Level Agreement (SLA).
These tickets usually require immediate attention.

Due Today: Displays the number of tickets whose SLA deadline expires today.

Due Tomorrow: Displays the number of tickets whose SLA deadline expires tomorrow.
This helps agents plan upcoming work before SLA deadlines are reached.
Step-by-Step Guide
  • Go to SupportCandy → Dashboard.
  • Review the Dashboard Cards displayed at the top of the page.
  • Click any card to open the corresponding filtered ticket list.
  • Manage the displayed tickets as needed.
Options / Settings

WordPress Users: Select one or more existing WordPress users that you want to add as support agents.

Agent Role: Choose the role to assign to the selected users. The assigned role determines the permissions and capabilities available to the agent.

Example

Suppose you hire a new support executive named John.

  1. Create a WordPress user account for John.
  2. Go to Support → Support Agents → Agents.
  3. Add John as a support agent.
  4. Assign the Support Agent role.

John can now log in and manage tickets according to the permissions assigned to that role.

Notes / Tips
  • Dashboard Cards display real-time ticket counts.
  • Clicking a card automatically filters the ticket list.
  • Use the Mine card to quickly view tickets assigned to you.
  • Regularly monitor the Out of SLA, Due Today, and Due Tomorrow cards to help meet SLA commitments.
]]> Dashboard Widgets https://supportcandy.net/docs/dashboard-widgets/ Wed, 31 Jan 2024 04:04:19 +0000 https://supportcandy.net/?post_type=docs&p=334206
Overview

Dashboard Widgets provide detailed insights into your support operations by displaying ticket statistics, agent performance, workload, and other important metrics. They help support agents and administrators monitor support activity and make informed decisions.

You can customize which widgets are displayed and control their visibility for different agent roles.

Where to Find

Go to: Support → Settings → Dashboard → Widgets

How It Works

Before adding an agent, ensure that:

  • The person has an existing WordPress user account.
  • An appropriate Agent Role is available. You can use an existing role or create a new one.

Step-by-Step Guide

Configure Dashboard Widgets

  1. Go to SupportCandy → Settings → Dashboard → Widgets.
  2. Select the widget you want to configure.
  3. Configure the available settings, such as Allowed Agent Roles.
  4. Save your changes.
Rearrange Dashboard Widgets
  • Go to the SupportCandy Dashboard.
  • Drag and drop the widgets into your preferred order.
  • The new layout is automatically saved.
Create a Custom Field Widget
  1. Go to SupportCandy → Settings → Dashboard → Widgets.
  2. Click Add New Widget.
  3. Select the required custom field.
  4. Save the widget.

The custom field widget will now appear on the dashboard.

Create a Custom Field Widget
Ticket Statistics: Displays the number of tickets created and closed during the selected date range.
 
Today’s Trends: Compares the number of tickets created and closed today.
 
Agent Workload: Displays the number and status of tickets assigned to each support agent.
 
Recent Activity: Shows the latest activities performed by customers and support agents.
 
Recent Tickets: Displays the most recently created support tickets.
 
Unresolved Tickets by Category: Displays unresolved tickets grouped by category.
 
Unresolved Tickets by Priority: Displays unresolved tickets grouped by priority.
 
Unresolved Tickets by Status: Displays unresolved tickets grouped by their current status.
 
Response Delay: Displays the average time taken by support agents to respond to tickets.
 
Ticket Closing Delay: Displays the average time required to close support tickets.
 
Communication Gap: Shows the number of communication threads associated with each ticket.
 
Ticket Feedback: Displays customer satisfaction ratings submitted after ticket resolution.
 
Agent Ratings: Displays performance ratings for support agents.
 
Out of SLA Tickets: Displays tickets that have exceeded their configured Service Level Agreement (SLA).
 
Active Timer: Displays tickets that currently have active timers running.
 
User Groups: Displays ticket statistics grouped by user group.

Support → Settings → Dashboard → Widgets

Dashboard widgets provide key insights into your support operations, helping you track ticket activity, agent workloads, and performance trends.

Dashboard Management

  • Customize Your Dashboard: Rearrange widgets using drag-and-drop and manage visibility for different agent roles.
  • Create Custom Field Widgets: Add widgets for specific custom fields for a personalized view.

List of Widgets

  • Ticket Statistics: Track ticket creation and closure.
  • Today’s Trends: Compare ticket creation vs. closure for the day.
  • Agent Workload: Monitor ticket assignments and statuses by agent.
  • Recent Activity: View recent customer and agent actions.
  • Recent Tickets: See the latest support requests.
  • Unresolved Tickets by Category: Highlight unresolved tickets by category.
  • Unresolved Tickets by Priority: Focus on unresolved high-priority tickets.
  • Unresolved Tickets by Status: Track unresolved tickets based on status.
  • Response Delay: Measure the delay in agent responses.
  • Ticket Closing Delay: Monitor the time taken to close tickets.
  • Communication Gap: Track the number of communication threads per ticket.
  • Ticket Feedback: Display customer feedback on tickets.
  • Agent Ratings: View agent performance ratings.
  • Out of SLA Tickets: Identify tickets exceeding SLA limits.
  • Active Timer: List active timers for ongoing tickets.
  • Usergroups: Track tickets created by each usergroup.
 

These widgets provide a comprehensive view of your support system for efficient management and timely action.

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