Dashboard

Overview

The Dashboard provides an at-a-glance view of your MSP 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:

1. Click Customize in the dashboard header
2. Drag widgets to reorder
3. Resize widgets by dragging corners
4. Click Save Layout

Adding Widgets

Add more widgets:

1. Click Customize
2. Click Add Widget
3. Choose from available widgets
4. Configure widget settings
5. Save changes

Removing Widgets

Remove widgets you don't need:

1. Click Customize
2. Click the X on the widget
3. Confirm removal
4. Save changes

Widget Settings

Configure individual widgets:

1. Click the gear icon on a widget
2. Adjust settings:
   • Data filters
   • Time range
   • Display options
3. Save settings

Available Widgets

Operations Widgets

Performance Widgets

Business Widgets

Filtering Dashboard Data

Global Filters

Apply filters across all widgets:

1. Click the Filter icon in the header
2. Set filters:
   • Date Range: Time period for data
   • Company: Specific customer
   • Team Member: Specific technician
3. 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:

1. Customize your dashboard
2. Click Save View
3. Name the view (e.g., "Manager View", "Support Focus")
4. Access saved views from the dropdown

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

See also

• Managing Tickets
• Reports
• SLA Management