Documentation
  1. HELPDESK
  2. Key Features

Overview Dashboard

Help Desk Overview Dashboard Configuration

This document explains how to enable the Help Desk Overview from the admin panel, and how agents and admins can use its widgets to monitor, prioritize, and act on tickets efficiently.

Step 1: Open Admin Settings

  1. From your admin account, go to Settings.
  2. Navigate to the General section.

Step 2: Enable the Help Desk Overview

  1. Scroll down in General settings until you find Help Desk Overview.
  2. Enable the toggle for Help Desk Overview.
  3. Click Save to apply the changes.

Once saved, the Help Desk Overview dashboard will appear.

Step 3: Understand the Overview Dashboard

The Help Desk Overview provides a consolidated view of all tickets accessible to the logged-in user:

  • For agents — it shows all tickets they have access to.
  • For admins — it shows all tickets in the system.

Its purpose is to give a clear day-to-day working view so agents know where to focus, which tickets to handle first, and how to avoid searching manually.

What you'll see on the dashboard

  • Unresolved tickets
  • Tickets pending on agent
  • Tickets pending on user
  • Unassigned tickets
  • SLA alerts for resolution escalations:
    • Breaching in 2 hours
    • Breaching in 48 hours
    • Breaching in 1 day
    • Already breached
  • Breach tiers — escalation levels (such as L1, L2, L3, L4, L5) based on your configured escalation tiers
  • Volume distribution — showing the top 15 values of ticket volume by user group

You can switch the Volume Distribution view to Department or Category.

Note: The Volume Distribution section is only visible to admins. Agents cannot access this part.

Step 4: Use Clickable Widgets to Drill Into Tickets

All the tiles and tabs on the Help Desk Overview dashboard are clickable.

If an agent clicks on an SLA alert such as "Breaching in less than 4 hours", they will see a filtered list of all tickets matching that condition, so they can work on them immediately.

Examples:

  • As an agent — to see tickets breaching in 2 hours, click that specific metric to open the corresponding ticket list or to review a specific escalation level — such as L3, click on the L3 breach tier to see all tickets currently at that level.
  • As an admin — you can similarly click other metrics. For instance, to see tickets where no user group is found, click that value to display those tickets.