Question 1

What does the Tickets Breakdown section on the dashboard show?

Accepted Answer

Tickets Breakdown shows one card per ticket status with the current number of tickets in that status. Clicking a status card opens the ticket list filtered to only tickets with that status, keeping any group filter you selected on the dashboard.

Question 2

What are the "Active tickets" and "Waiting first reply" tabs on the dashboard?

Accepted Answer

"Active tickets" lists your most recent open tickets, and "Waiting first reply" lists tickets that have not received any reply yet. Each tab shows its ticket count in parentheses, and every row shows the ticket number, subject, a message preview, the requester, its priority, when the last message arrived, and the assignee (or an Unassigned tag).

Question 3

Why does the dashboard only show a few tickets in each tab?

Accepted Answer

The dashboard tabs display up to 6 tickets each to keep the page compact. If there are more, a "Show all" link with the total count appears below the list; clicking it opens the full ticket list with the matching filter already applied.

Question 4

Can I filter the dashboard by group?

Accepted Answer

Yes. Use the group selector labeled "All Groups" at the top of the dashboard to pick one or more groups; all dashboard numbers, ticket lists, and stats then reflect only those groups. Your selection is remembered in your browser, so it stays applied the next time you open the dashboard.

Question 5

What time periods can the dashboard stats show?

Accepted Answer

The STATS panel has a timeframe selector with All time, Today, Yesterday, This week, Last 4 weeks, and Last 12 weeks. Last 4 weeks is the initial default, and whichever timeframe you pick is remembered in your browser for future visits.

Question 6

What does the chart in the dashboard STATS panel show?

Accepted Answer

The chart shows how many tickets came in over the selected timeframe: per hour for Today or Yesterday, per month for All time, and per day for the other timeframes. It plots the current period alongside the previous period so you can compare ticket volume at a glance.

Question 7

What does "Average time to first reply" on the dashboard mean?

Accepted Answer

It is the average time between a ticket being created and the first reply being sent, for tickets in the selected timeframe and groups. Next to the value, a percentage shows the change compared with the previous period: green with a downward arrow means the time got shorter (faster replies), red with an upward arrow means it got longer. Hover over the value to see the exact time.

Question 8

What does "Average resolution time" on the dashboard mean?

Accepted Answer

It is the average time it takes to resolve a ticket, for the selected timeframe and groups. A percentage next to it compares the current period with the previous one: green with a downward arrow means tickets are being resolved faster, red with an upward arrow means slower. Hover over the value to see the exact time.

Question 9

What does "Average time per status" on the dashboard mean?

Accepted Answer

It shows, for each ticket status, how long tickets spend in that status on average during the selected timeframe. Hover over a value to see the exact time, and click a status name to open the ticket list filtered to that status.

Question 10

Does the dashboard update automatically?

Accepted Answer

Yes. While you are on the dashboard, Deskhero listens for ticket changes over a live connection and refreshes the dashboard data automatically, so counts and lists stay current without reloading the page.

Question 11

How does the dashboard show SLA problems?

Accepted Answer

When SLA is enabled, the dashboard gains an "SLA at risk" tab next to "Active tickets" and "Waiting first reply", listing the tickets whose deadlines are due soonest. It also shows counters for tickets currently breached and at risk (clicking through opens the matching ticket list) and KPI tiles for the percentage of first-reply and resolution targets met this period versus the previous one, including how much was met by AI.

The dashboard

Did not find what you were looking for?