You will see this error message (shown in screenshot below) on your dashboard as part of the:
- Live widgets (Scorecard & Bar Chart widgets) - when the corresponding ticket view is deleted
- Team Performance and trends widgets (SLA trends, Ticket trends, Time trends, Leaderboard, and CSAT widgets) - when the corresponding group/product is deleted
Clicking on 'View configuration' will let you edit and update that widget for the dashboard.
In the Dashboard, the option Available agents will show all the agents who are available for the Automatic ticket assignment. An Admin or a Supervisor can make an agent available / unavailable for ticket assignment using the toggle option
All tickets that have SLA-off statuses would be taken into consideration when displaying the 'On-hold' count.
Only the Admin/ Supervisor will be able to create Team dashboards. To know more about the same you can visit the article.
An account can have a maximum of 15 team dashboards. And each team dashboard can have the following widgets and respective counts:
| Scorecards | 15
|
| Bar chart | 5 |
| CSAT | 3 |
| Leaderboard | 3 |
| SLA Trends | 2
|
| Ticket Trends | 2
|
| Time Trends | 2 |
To know more about the same you can visit the article.
You can configure who can view the Team Dashboards. This can be set as All agents or Agents in Group and specify the groups that can view the Dashboard. To know more about the complete feature you can visit the article.
Different widgets are:
- Score card
- Bar Chart
- Customer Satisfaction
- Leaderboard
- Ticket Trends
- Time Trends
- SLA Trends
To know more about the complete feature you can visit the article.
It’s not possible to edit an announcement. You can stop an existing announcement and post a new one instead. To know more about Team Dashboard you can check out the article.
The Dashboard would refresh once every 30 seconds for the Score cards and Bar charts (Live widgets). For the Customer Satisfaction and Leaderboard the refresh time would be 60 minutes. For all the other widgets the refresh time is 30 minutes.
The default dashboard in Freshdesk offers an overall view of the entire helpdesk’s performance and KPIs. These widgets are fixed with options to filter by Group and Product and it cannot be customized.
But with customizable Team Dashboards, you can customize your dashboard to show just the required metrics for your teams so that the teams/groups within an organization can get a clear picture of just their team’s performance, at a glance.
Please refer to this article for detailed information.
The Dashboard is to track the metrics of the agents working in your organization and it is not intended for Customer use and there would not be available for the customer's use.
If you are wanting to get a report on the tickets raised by specific companies, you can make use of the Reports and export the same from inside Freshdesk. This can then be forwarded to those Customers.
