Understanding Helpdesk Dashboards

Helpdesk dashboards provide a structured view of selected operational metrics and trends.

Dashboard purpose

Each dashboard should answer a specific set of questions.

For example, one dashboard may focus on ticket operations while another focuses on SLA or backlog performance.

Dashboard components

A dashboard may contain:

• counters
• charts
• trend indicators
• tables
• filters
• other supported widgets

Filters

Use available filters to focus the dashboard on the relevant period, team, ticket attributes, or other supported dimensions.

Refresh and timing

Remember that some metrics may represent current state while others represent historical events over a selected period.

Drill-down

Where supported, use detailed views to investigate the records behind a metric.

Good practices

Do not compare dashboard values unless their filters and date ranges are equivalent. Keep commonly used dashboards focused rather than adding unrelated metrics to one screen.