Dashboard
Monitor your operations with real-time metrics, ticket queues, and team performance
Overview
The Dashboard provides an at-a-glance view of your operations with real-time metrics, ticket queues, SLA status, and team workload. Customize your view to focus on what matters most.
Dashboard Widgets
Ticket Overview
Quick stats on ticket status:
- Open Tickets: Total tickets awaiting resolution
- New Today: Tickets created in the last 24 hours
- Overdue: Tickets past their due date
- Due Soon: Tickets due within 24 hours
Click any metric to see the filtered ticket list.
SLA Status
Monitor service level compliance:
- At Risk: Tickets approaching SLA breach
- Breached: Tickets that have exceeded SLA
- Compliance Rate: Percentage meeting SLA targets
- Trend: SLA performance over time
My Queue
Your personal ticket assignments:
- Tickets assigned to you
- Sorted by priority and due date
- Quick actions for common updates
- Direct links to ticket details
Team Workload
See how work is distributed:
- Tickets per technician
- Workload balance visualization
- Identify overloaded team members
- Click to reassign tickets
Recent Activity
Stream of recent events:
- New tickets created
- Status changes
- Customer replies
- Ticket completions
Customizing Your Dashboard
Widget Arrangement
Arrange widgets to your preference:
- Click Customize in the dashboard header
- Drag widgets to reorder
- Resize widgets by dragging corners
- Click Save Layout
Adding Widgets
Add more widgets:
- Click Customize
- Click Add Widget
- Choose from available widgets
- Configure widget settings
- Save changes
Removing Widgets
Remove widgets you don't need:
- Click Customize
- Click the X on the widget
- Confirm removal
- Save changes
Widget Settings
Configure individual widgets:
- Click the gear icon on a widget
- Adjust settings:
- Data filters
- Time range
- Display options
- Save settings
Available Widgets
Operations Widgets
| Widget | Shows |
|---|---|
| Ticket Summary | Open, new, overdue counts |
| Ticket Queue | Filterable ticket list |
| SLA Overview | Compliance metrics |
| Due Today | Tickets due within 24 hours |
Performance Widgets
| Widget | Shows |
|---|---|
| Team Workload | Tickets per technician |
| Resolution Time | Average time to close |
| First Response | Time to first reply |
| Activity Feed | Recent ticket events |
Business Widgets
| Widget | Shows |
|---|---|
| Time Logged | Hours tracked today/week |
| Project Hours | A shared project-hours display with monthly tracked hours and any monthly target |
| Billable Hours | Billable time summary |
| Company Health | At-risk customers |
| Upcoming Renewals | Contracts expiring soon |
Project Hours
Use the Project Hours widget to pin a project-hours display to your dashboard. First create a display on the project's Details tab, then customize your dashboard and choose that display for the widget. If the display cannot load, the widget shows a retry-friendly empty state instead of hiding the problem.
Filtering Dashboard Data
Global Filters
Apply filters across all widgets:
- Click the Filter icon in the header
- Set filters:
- Date Range: Time period for data
- Company: Specific customer
- Team Member: Specific technician
- Apply filters
Widget-Specific Filters
Some widgets have additional filters:
- Ticket Queue: Status, priority, category
- Team Workload: Include/exclude roles
- Activity Feed: Event types
Dashboard Views
Saved Views
Create and save different dashboard configurations:
- Customize your dashboard
- Click Save View
- Name the view (e.g., "Manager View", "Support Focus")
- Access saved views from the dropdown
Sharing Dashboards
Share saved dashboards when teammates need the same view:
- Open the dashboard menu
- Choose Share with people to add specific team members
People with access can view or duplicate the dashboard. Only the owner can customize, share, or delete it. New recipients receive a notification based on their notification preferences.
Role-Based Defaults
Different roles see different defaults:
- Technicians: Personal queue focused
- Managers: Team overview
- Admins: Full operations view
Real-Time Updates
Auto-Refresh
Dashboard data updates automatically:
- Metrics refresh every 30 seconds
- Activity feed updates in real-time
- Manual refresh available anytime
Notifications
See alerts on the dashboard:
- SLA breaches
- Escalations
- High-priority tickets
- Customer replies
Mobile Dashboard
Access dashboards on mobile:
- Responsive layout adapts to screen size
- Essential widgets available
- Touch-friendly interactions
- Quick actions for urgent items
Best Practices
- Check daily: Start your day with the dashboard
- Customize for role: Focus on metrics that matter to you
- Monitor SLA: Keep compliance widgets visible
- Review workload: Balance assignments across team
- Use filters: Drill down when metrics need attention