Suptask
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  • Welcome
  • Getting Started
    • Install Suptask
      • Slack permission scopes
      • Invite the Suptask App
    • Your first Inbox & Form
    • Ticket submission
    • Manage and Reply on tickets
    • Key concepts
    • User Guides
      • Ticketing as an Agent
      • Ticketing as a User
      • Rollout and Onboarding guide
    • FAQ & Troubleshooting
    • Contact Support
    • Videos
  • Setup & Configure
    • Inboxes
      • Inboxes
      • Users and Agents in the same channel
      • Service Level Agreements (SLA)
      • Agent Work Hours
      • Automatically create tickets from new messages
      • Migrate to the new generation
    • Forms & Fields
      • Forms
      • Custom Fields
      • Default Fields
      • Custom Statuses
      • Tags
      • Using the Organization field
    • Users & Permissions
    • Slack External Connections
    • Multiple Slack Workspaces
      • Multiple Workspaces & Slack Community
      • Enterprise Grid
    • Branding & White-labeling
    • Language & Translations
  • Working with tickets
    • For Agents: who respond and manage tickets
      • Overview and manage tickets as an Agent
      • Responding to tickets
      • Move or Escalate to another Inbox
      • Submit tickets on behalf of a user
      • Request and manage Approvals
      • Customer Satisfaction Score (CSAT)
      • Templated answers with Canned Replies
      • AI Assistant
      • Followers
      • Delete tickets
    • For Users: who submit tickets
      • How to submit a ticket
      • Overview your tickets as a user
    • Overview & Analytics
      • Overview and track tickets
      • Dashboard
      • Reports
    • Essentials for Your daily work
      • Tickets Summary Notifications
      • Setup one-click emoji reactions
      • How to search for tickets
      • Display Suptask in Slack
  • Integrations, Automations & Workflows
    • Introduction to Integrations
    • List of integrations
    • Integration guides
      • Slack Workflows
      • WhatsApp
      • JIRA Software
      • Zendesk
      • ClickUp
      • Notion
      • Google Sheets
      • Suptask API
      • WebHooks
      • Export API
      • Integrate with other Slack Apps
      • External issue & ticketing systems
        • Create tickets from Suptask to GitLab
        • Create tickets from Suptask to GitHub
        • Create tickets from Suptask to JIRA
    • Email-to-Slack Ticketing
      • Email-to-Slack Ticketing
      • Gmail & Google Workspaces
      • Microsoft Outlook
      • AI Email routing
    • On-call rotation
    • Automations in Suptask
  • Account Management
    • Account Settings
    • Subscription & Billing
      • Subscription & Billing
      • Integrations billing
      • Limitations in the Free plan
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On this page
  • Overview
  • Filtering
  • Widgets
  • Date and Time selection
  • Interactive Dashboards
  • Exporting data
  • Custom Dashboards
  • Learn more

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  1. Working with tickets
  2. Overview & Analytics

Dashboard

Learn how to analyze your ticketing with the Dashboard

PreviousOverview and track ticketsNextReports

Last updated 3 months ago

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Overview

The Dashboard provides a high-level overview of your ticketing process within Suptask, where vital Key Performance Indicators (KPI) are available.

Every account comes with a number of dashboards that they can switch between, such as:

  • Default - Overview of several dimensions in one Dashboard

  • Top 25 Organizations - Interactive dashboard to drilldown into Organizations

  • Top 25 Requesters - Interactive dashboard to drilldown into Requesters


Filtering

Every dashboard can be filtered to further drilldown into your ticketing data. The filters are automatically applied to all the visibile widgets unless stated differently in the widget.

All filters can be combined, and each filter can have multiple values to achieve highest flexibility.

The filters available:

  • Inbox Responder channel The Responder channel connected to the Inbox which the ticket belongs to.

  • Form The Form which the ticket was submitted with.

  • Assignee The Assigned Agent on the ticket.


Widgets

The dashboard includes multiple widgets that makes it possible to overview different dimensions of the ticketing process.

Here are a set of examples on the widgets that are available on the Dashboard:

  • Created & Closed tickets - Tickets that are moved to a Closed status.

  • Active tickets - Tickets that are created and being worked on in the various statuses.

  • Mean time to first reply - The mean time it takes to give the first reply on tickets.

  • Mean time to resolution - The mean time it takes to resolve tickets.

  • Top 10 assignees - Assignees who handles the most tickets.

  • Top 10 requesters - The users who submits the most tickets.

  • Top 10 Organizations - The organizations (such as departments, teams or customers) who submits the most tickets.


Date and Time selection

Use the date and time selector at the top of the Dashboard to select what timespan to look at across all the widgets.

This allow you to both filter on relative timespans, as well as absolute timespans.


Interactive Dashboards

Interactive dashboards empowers you to click on widget elements to further drilldown into the data. This can help you to identify tickets from specific data dimensions in widgets, which will automatically be filtered out as you interactively click to look closer into the data.

Example of dashboards that are interactive:

  • Top 25 Organizations

  • Top 25 Requesters

  • CSAT


Exporting data

Every widget can have its data exported to a number of file formats including CSV, Excel and JSON.

You can export data for the widget by pressing on the "..." action button icon in the top right corner of the widget:


Custom Dashboards

You can have Custom Dashboards that can contain any metric, dimension of data or widget that you would like to have.

The Custom Dashboards are set up by Suptask Support and built together based on Your requirements.

Custom Dashboard will be visible in the list of dashboards when they are available on the account.


Learn more

To overview, filter and view the detailed data across your tickets, use the Tickets Web overview:

Please contact to learn more and set up your Custom Dashboard.

Suptask Support
Overview and track tickets
The date and time selector