Skip to main content
Build dashboards that show the support, AI, and agent metrics your team needs. Open the dashboard to get started.

​
Starter dashboards

Choose one of three ready-made dashboards: You can also start with a blank dashboard.

​
Set it up

1

Open a dashboard

Go to Dashboard and select a starter dashboard, or create a blank one.
2

Add widgets

Add up to 24 widgets. Choose from ticket volume, SLA performance, topics, tags, ticket fields, support revenue, automation rate, time and money saved, first response time, CSAT, and the agent leaderboard.
3

Choose the right view

Use a KPI for one number, a chart for change over time, or a breakdown, heatmap, table, or leaderboard for comparisons. Available views depend on the metric.
4

Arrange the grid

Drag widgets across the four-column grid. Resize each widget to span one to four columns. Undo and redo changes during the current editing session.
5

Finish the design

Rename the dashboard and choose a colorful or solid theme. You can reset a starter dashboard to its template or delete a dashboard you no longer need.

​
Date range

The dashboard currently filters widgets by date only. Choose today, the last 7, 14, or 30 days, or a custom range of up to 90 days. Widget queries never cover more than 90 days. Trends compare the selected period with the previous period of equal length.

​
Who can see metrics

If you open a dashboard and see permission denied on metrics, that is a role permission issue — not a sharing issue. If a dashboard were not shared with you, it would not appear in your list. For Support and Basic roles, an admin controls metric scope under Settings → Permissions:
  • Organization Metrics — see org-wide data (all teams, all agents, full scope).
  • Other Agents Data — view and compare other agents on Agent Performance.
Without those toggles, you typically see only your own metrics. Ask an admin to enable the ones you need for your role.

​
Share a dashboard

Sharing controls whether a dashboard appears in someone’s list. Keep a dashboard private, share it with specific people or teams, or make it available to your organization. Recipients without edit permission see shared dashboards as read-only. The owner can edit their dashboard. A user with the manage_shared_dashboards permission can also edit an accessible shared dashboard. Their changes update that dashboard directly; they do not create a personal copy. Public links can show your branding or keep the dashboard anonymous.
Ask Torben can use the current dashboard as context and help you choose metrics, views, and a useful layout.

​
Metrics reference

When a number looks unexpected, check How metrics are calculated. Related: SLAs, Roles and permissions.