This article describes how agents can create and share dashboards. A shared dashboard allows multiple agents to view and track important metrics, ensuring transparency and alignment. This helps teams respond quickly to issues and monitor overall progress.


TABLE OF CONTENTS


The Team dashboard feature enables agents to:

  • Create up to 20 dashboards at the user level.

  • Edit, clone, and delete dashboards.

  • Control dashboard visibility using the Visible To setting.

How to create and share a dashboard

  1. Go to Dashboard.

  2. Click the burger menu beside My Dashboard and select Clone.

  3. Enter a name for your dashboard.

  4. Set the visibility:

    • Only me – Visible only to you.

    • Agents in group – Accessible to a specific agent group.

    • All agents – Accessible to all agents in your service desk.

  5. Configure widgets, open the widget library.

  6. Drag and drop the widgets you need.

  7. Click Save.

To modify the dashboard:

  1. Click the Edit icon to update or reorder widgets.
  2. To delete a widget, hover over it in edit mode and click Delete.

Example Use Case

A Service Desk Manager wants to ensure unassigned tickets are addressed quickly. He creates a dashboard with widgets showing:

  • Total unassigned tickets.

  • Available agents.

He shares this dashboard with his group so team members can see ticket status in real time and self-assign tasks as needed.