Dashboard Cards

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.
What are your feelings