Helpdesk Overview
What is Helpdesk Overview?
The Overview section provides a general view of the Helpdesk module operation.From this view, it is possible to check the current status of tickets, identify priorities, and analyze team performance metrics.
Overview Management
Accessing Overview
To access the Overview section, go to:Helpdesk → Overview
Once inside, the main dashboard will display summarized information about tickets, priorities, and performance metrics.
Figure 1. Main Overview view
Overview Dashboard
The Overview section displays a dashboard with consolidated ticket, priority, and performance information.This dashboard provides a quick operational view of the team and makes overall activity monitoring easier.
Figure 2. General Overview dashboard
My Tickets
The My Tickets section provides a summary of the tickets assigned to the current user and their current status.
Figure 3. My Tickets section
Available Categories
Within this section, the following categories are displayed:
- Tickets: total number of assigned tickets.
- High Priority: tickets marked with high priority.
- Urgent: tickets marked as urgent.
Available Indicators
The following performance indicators are also displayed:
- Open Tickets: number of tickets still open.
- Average Open Hours: average amount of hours tickets have remained open.
- Failed Tickets: number of tickets that exceeded the established resolution times.
My Performance
The My Performance section provides metrics related to the user’s general performance.
Figure 4. My Performance section
Available Categories
Within this section, the following categories are displayed:
- Closed Tickets: number of completed tickets.
- SLA Success Rate: percentage of service-level agreement compliance.
- Average Rating: average rating received.
Available Indicators
The following indicators are also displayed:
- Today: values recorded during the current day.
- Last 7 Days Average: average performance over the last week.
- Daily Target: configured daily goals.
Team Summary
The Team Summary section provides general metrics for each configured team within the Helpdesk module.
Figure 5. Team Summary section
Available Information
Within this section, the following indicators are displayed:
- Closed Tickets: number of tickets completed by the team.
- SLA Success Rate: team service-level agreement compliance.
- Average Rating: average ratings received.
- Open: currently open tickets.
- Unassigned: tickets without an assigned responsible user.
- Urgent: tickets marked as urgent.
- Failed: tickets that exceeded the established times.
The Team Summary section will only be available if teams have been previously created in Helpdesk → Configurations → Teams.
Dashboard Tools
The Overview Dashboard includes tools to quickly locate information and filter displayed results.
Figure 6. Dashboard tools
Available Tools
Allows locating tickets or specific information within the dashboard.
Allows filtering the displayed information according to the selected team.