Dashboard
Learn how to analyze your ticketing with the Dashboard
Last updated
Learn how to analyze your ticketing with the Dashboard
Last updated
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
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.
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:
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.
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 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.
Top 25 Organizations
Top 25 Requesters
CSAT
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:
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.
Please contact Suptask Support to learn more and set up your Custom Dashboard.
To overview, filter and view the detailed data across your tickets, use the Tickets Web overview:
Overview and track tickets
