Support → Settings → Dashboard → Widgets

Gain a comprehensive view of your support ecosystem through a range of meticulously designed widgets. Monitor ticket activities, track agent workloads, and stay informed about the latest support trends. From real-time data on ticket creation and closure to detailed analytics on response delays and communication gaps, the dashboard widgets offer a holistic approach to managing your support operations.

Dashboard Management

Customize the dashboard to your needs by rearranging widgets based on priority, managing visibility for different agent roles, and enabling or disabling specific widgets. Achieve a truly personalized and efficient support overview. You can rearrange the widgets by drag and drop using the arrows at Support > Settings > Dashboard > Widgets > Arrows at the left. You can manage the visibility of widgets to Agent Roles from Support > Settings > Dashboard > Widgets > Edit > Allowed Agent Roles.

Custom Field Widgets

Tailor the dashboard to unique data requirements by creating custom widgets for specific custom fields. You can create a new widget for custom fields from Support > Settings > Dashboard > Widgets > Add New > Select the custom field for which you want to create a widget > Save the settings.

List of Widgets

  1. Ticket Statistics: Track the number of tickets created and closed over a specified timeline.
  2. Today’s Trends: Compare ticket creation versus closure for the current day.
  3. Agent Workload: Efficiently manage tasks by monitoring the number of tickets assigned to each agent and their respective statuses.
  4. Recent Activity: Keep a finger on the pulse of your support system with insights into recent customer and agent activities.
  5. Recent Tickets: Stay informed about the latest support requests by showcasing recently submitted tickets.
  6. Unresolved Tickets by Category: Focus on issue resolution by highlighting the number of unresolved tickets categorized by specific ticket categories.
  7. Unresolved Tickets by Priority: Prioritize tasks effectively by understanding the number of unresolved tickets based on their priority levels.
  8. Unresolved Tickets by Status: Get a breakdown of unresolved tickets based on their current status, aiding in ongoing support management.
  9. Response Delay: Evaluate support responsiveness by analyzing the hours taken for agents to respond, including metrics for both First Response Delay and Average Response Delay.
  10. Ticket Closing Delay: Monitor support efficiency by tracking the days taken to close tickets.
  11. Communication Gap: Understand customer interactions better by analyzing the average number of communication threads exchanged to close a ticket.
  12. Ticket Feedback: Keep customer satisfaction in focus by displaying feedback received for each ticket.
  13. Agent Ratings: Assess agent performance with a display of ratings received for each ticket.
  14. Out of SLA Tickets: Identify instances where response or resolution times exceed Service Level Agreement (SLA) limits.
  15. Active Timer: Stay on top of ongoing tasks with a list of active timers across the ticketing system.
  16. Usergroups: Get an idea about several tickets created by each usergroup.
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