Do we have the ability to customize the Dashboard tab on the Helpdesk?
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Customizing the Dashboard
Yes the Dashboard is not very "cool"... It must also display such tickets "waiting on third party" tickets or "waiting on customer" ... but the tickets "by agents" and tickets "by group" ... It would be great to have a more comprehensive dashboard.
We are looking forward to an option of customizing the dashboard. It would be great if you can come up with this feature sometime soon.
Eagerly waiting for the same...!!
I agree that the dashboard should be customizable. For instance it is extremely important for us to see which group is assigned to a particular ticket. Currently we are going in and out of tickets constantly just to see the assigned group. Doesn't make sense.
If we could choose specific ticket fields to add to the Dashboard it would make it infinitely more helpful. We should be able to view the actual ticket notes that are made, or the custom ticket fields like our company uses. You could still limit the number of characters to be pulled from the field values, thereby maintaining the streamlined look to the dashboard. But even that should be customizable. The dashboard in it's current state is all but worthless to us except for the Ticket Summary and Leaderboard.
It would be nice to be able to embed custom web code into a dashboard, i.e. a server monitoring data
I would love to see some possibilities in manageing what statusses are shown in which part of the dashboard (ticket summary strip). We defined some custam statusses of our own to match our service levels and activities. Tickets with custom statusses are not shown in the ticket summary strip.
I would really like to be able to add my ticket filters to the tiles at the top of the dashboard.
For example if I build a filter for all open cases of enquiry type portal. For example I have built a filter that displays all customer who haven't been contacted within 24 hours. It would be good to see from the dashboard how many of these exist.
The ability to filter the items on the dashboard would be stellar. For example -
Changes like these would make the Dashboard an excellent tool for quickly coming up to speed on what has changed.
Thanks,
Rohan
- I mostly don't need to see my own changes so these should be hidden by default, but displayable if I choose. For me this would be the number one change. When I am making heaps of changes to tickets, and then look at the dashboard, I have to wade through a very long list of my own changes. It is very easy to miss the "email reply from <client>" that occurs somewhere in the middle.
- Changes in relation to tickets marked as spam could be hidden by default
- Changes to tickets that aren't mine could be hidden by default (or at least be an option I can set)
- When clicking the "x recent activities" link at the top, it would be
helpful if those changes were then displayed in a different colour or
background colour so they are easily distinguishable so that I can just
focus on what has recently changed
Changes like these would make the Dashboard an excellent tool for quickly coming up to speed on what has changed.
Thanks,
Rohan
Also, in the tickets view, when hovering over the ticket title etc, a
popup preview is shown. This would be extremely handy in the
Dashboard. That is, when it says "<client> has sent a reply to the ticket <ticket>", being able to hover over 'reply' and see a popup preview would be awesome.
I would also find a customization to the dashboard useful. The activity feed as it stands now is not useful as too much information is presented. The ticket count summary also needs to allow for customization as some 'on hold' statuses are not ones I want to see as they are a long term (or 3rd party) hold and not actionable by my helpdesk team.
Is this still not a feature? i would love to show 'unassigned' tickets but the group it is assigned to on the dashboard.
Example, if i had two groups, 'Hardware' and 'Software', there is currently no way of showing how many unassigned tickets are within each of those groups by displaying on the dashboard, currently it shows the entire Freshdesk unassigned tickets, which in my eyes is not helpful at all.
Hello Mark,
We do have an "Unresolved tickets dashboard" linked on the top-right corner of the dashboard. If you click the link, you can see a break down of unresolved tickets in various statuses, filtered by Group and Agent. Do let us know if this is what you are looking for.
As far as the dashboard feature you are asking, it is on our backlog, I'll keep this thread posted on the ETA.
Thanks,
Sudha
I would like to be able to customize the dashboard so that I can see a list of groups, the number of unresolved tickets in each group and the oldest ticket time.
+3Can't you see that already on the Admin Snapshot? If you click the different graphs you'll get a detailed list with tickets and you can see them for each group. Or do you need more details than that?
I am unsure of that Admin Snapshot you are referring to, I see it as a Dashboard should show a quick view of the information you want to see, it would be better to let you see group performance over overall freshdesk on the dash as the groups may have no relevance to each other, in our environment if one group is 'underperforming', if you just go by the Dashboard it makes the 'good performing' groups look not as good, it would be good to have that separation.
I have been advised by Freshdesk that the higher end packages support Dashboard customisation, so I guess if you are looking for functionality then we will need to dig a little deeper in our pockets.
+3I'm referring to the alternative role based dashboards that you can select:
You are right that this feature only come in the Estate and Forest plans. Here is a link to read more about them: https://freshdesk.com/reporting/dashboard
But also the reporting section is quite comprehensive under Productivity/Group Performance where you can set different filters to view and display different sets of data. The Group Performance should be available on all plans as far as I know.
I am looking for more granularity, specifically to be able to see available tickets (open, unanswered) by group, and display the age of the oldest tickets.
Agreed. The dashboard needs some serious customization love. In addition, I think we should be able to filter the activity stream by agent, group or even customer. Jira does a great job of showing the activity stream for all the things you've worked on and when. This can also help with reporting and time tracking retroactively.
+1
It would be great if we could set the dashboard to show the number of tickets in our customer filters we create.
Ex. Create "Urgent Tickets", "High Priority", "Escalations"
Then show the total for those filters.
I'm hoping the dashboard customization feature becomes available before the year ends. Freshdesk users would absolutely get a kick out of this if this ever pushes through.
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