Support Dashboard
The Support Dashboard provides a comprehensive visual overview of your help desk operations. Monitor ticket volumes, technician performance, and response metrics in real-time to make data-driven decisions about your support resources.
You can access this page from the main navigation under Support Center > Dashboard.
To access the Support Dashboard, you need the View Tickets permission assigned to your role. Additional dashboard features require additional permissions:
- Technician Performance Table: Requires View Technician Performance permission
- Analytics Reports: Requires Help Desk Analytics permission
Action Cards
At the top of the dashboard, you'll find three action cards that provide quick access to important ticket categories:
My Tickets
Shows the number of tickets currently assigned to you. Click to view your personal queue.
- Use case: Focus on your own workload without distractions
- Quick action: Click to filter the ticket list to your assignments only
Unassigned Tickets
Shows tickets that have no technician assigned. These need attention.
- Use case: Team leads can monitor unassigned volume to ensure timely pickup
- Quick action: Click to view unassigned tickets for assignment
Awaiting Response
Shows tickets where users have replied and are waiting for staff response.
- Use case: Prioritize tickets where users are actively waiting
- Quick action: Click to focus on tickets needing immediate attention
Quick Stats
The dashboard displays key performance indicators in real-time:
Open Tickets
Total number of active tickets in your help desk system.
- What to watch for: Unusually high counts may indicate capacity issues
- Trending up: Consider staffing adjustments or process improvements
- Trending down: Your team is keeping up with demand
Resolved This Month
Number of tickets closed during the current calendar month.
- Use case: Track team productivity over time
- Compare to opens: Healthy ratio is resolved >= opened
Average Resolution Time
Mean time from ticket creation to resolution in hours.
- Industry benchmark: Varies by support type, but monitor for increases
- Use for planning: Set realistic expectations for users
High Priority
Count of tickets marked as high priority that remain open.
- Should be low: High priority tickets should be addressed quickly
- Action: If count is growing, review triage process
Date Range Filter
Use the date range buttons (7 Days, 30 Days, 90 Days) to adjust the time period for all dashboard statistics.
- 7 Days: Recent activity and immediate concerns
- 30 Days: Monthly performance view (default)
- 90 Days: Quarterly trends and longer-term patterns
All charts and statistics update automatically when you change the date range.
Department Distribution Chart
This pie chart shows how tickets are distributed across your support departments.
What It Answers
- Which departments handle the most volume
- Whether workload is balanced across teams
- Departments that may need additional resources
Reading the Chart
- Segment size: Larger segments indicate higher ticket volume
- Hover for details: See exact count and percentage per department
- Legend: Click legend items to toggle visibility
Example insights:
- IT department handling 60% of all tickets might indicate need for self-service options
- Facilities seeing unusual spike might indicate building maintenance issues
- Equal distribution might validate current staffing levels
Weekly Trend Chart
This multi-line chart displays daily activity metrics over the selected date range, showing four key data series.
What It Answers
- Which days see highest ticket volume
- Balance between new tickets and resolutions
- User engagement and technician responsiveness
- Seasonal or weekly patterns in support demand
Data Series
- New Tickets (Green): Tickets created each day
- Resolved (Red): Tickets closed each day
- User Replies (Yellow): Responses from end users each day
- Tech Replies (Blue): Staff responses each day
Reading the Chart
- X-axis: Dates in the selected range
- Y-axis: Count per day
- Multiple lines: Compare activity types side-by-side
- Hover for details: Exact counts for all metrics on any date
- Legend: Click legend items to show/hide specific series
Example insights:
- New tickets consistently higher than resolved indicates growing backlog
- High user replies with low tech replies suggests staffing gaps
- Monday spikes might indicate weekend issues accumulating
- Balanced user and tech replies indicates healthy communication
Priority Distribution Chart
This horizontal bar chart shows tickets grouped by priority level.
What It Answers
- How tickets are distributed across priority levels
- Whether high-priority tickets are appropriately rare
- Potential over-use of high priority by users
Reading the Chart
- Bar colors: Red for High, Yellow for Medium, Green for Low
- Bar length: Indicates count per priority level
- Healthy distribution: Most tickets should be Low or Medium
Example insights:
- Too many "High" priority tickets might indicate training needed on triage
- All "Low" priority might indicate users undervaluing their issues
- Balanced distribution suggests healthy triage process
Activity Feed
The activity feed shows recent ticket activity in chronological order.
What It Shows
- New tickets created
- Tickets assigned to technicians
- Status changes and updates
- Ticket resolutions
Use Cases
- Team awareness: See what colleagues are working on
- Real-time monitoring: Watch for urgent issues as they arrive
- Quality check: Verify tickets are being handled appropriately
Technician Performance Table
This table ranks technicians by their ticket resolution metrics.
This section requires the View Technician Performance permission. If you do not have this permission, the table will not be visible on your dashboard.
Columns
- Technician: Name of the staff member
- Assigned: Number of tickets assigned during the period
- Resolved: Number of tickets closed during the period
- Replies: Total responses posted by this technician
- Resolution Rate: Percentage of assigned tickets that were resolved
- Avg Time: Average hours to resolution
Reading the Table
- Higher resolution rates: Indicate efficient ticket handling
- Lower avg times: Suggest faster service delivery
- Compare fairly: Consider ticket complexity varies by department
Important context:
- Resolution rate below 50% might indicate backlog building
- Very fast resolution times might indicate insufficient investigation
- Compare technicians within similar departments for fairness
Reports Menu
The dashboard includes a Reports dropdown for accessing detailed analytics:
- Ticket Volume: Deep dive into ticket trends and distribution
- Technician Performance: Detailed metrics per support staff
- Department Analysis: Compare departments with hourly heatmaps
- Building Demand: Identify which locations generate most tickets
Click any report to access comprehensive filtering, charts, and CSV export options.
Best Practices
Daily check-in:
- Review action cards for immediate priorities
- Check activity feed for new urgent issues
- Monitor high priority count
Weekly review:
- Compare weekly trends to prior weeks
- Review technician performance for coaching opportunities
- Identify departments with growing backlogs
Monthly reporting:
- Switch to 30-day view for monthly metrics
- Screenshot key charts for stakeholder reports
- Export detailed data using the Reports menu
Common Questions
Q: How often does the dashboard refresh? The dashboard polls for new data automatically every five minutes. You can also refresh your browser to get the latest statistics immediately.
Q: Why don't I see certain departments? The dashboard only shows departments you have access to based on your administrator role and permissions.
Q: Can I export dashboard data? The dashboard provides a visual overview. For exportable data, use the Reports menu to access detailed analytics with CSV export capability.
Q: What counts as "resolved" for the statistics? Resolved tickets are those moved to a status that is marked as "Closed" or "Resolved" in your ticket status configuration.
Q: Why is my average resolution time so high? Average resolution time includes all tickets, including those that were open for extended periods (waiting on parts, user response, etc.). Consider filtering by department or priority for more meaningful comparisons.