The Service Desk Monitoring dashboard contains multiple widgets displaying the number of tickets in different statuses, as well as a pie chart showing ticket quantities by type. It helps keep track of key metrics essential for ticket monitoring and insightful reporting.
Who can use the Service Desk Monitoring dashboard
- Users with ConnectWise Manage - API integration can utilize the dashboard.
- Users with admin role can clone the dashboard.
- Normal users can view the dashboard.
Why should I use the Service Desk Monitoring dashboard
Using the Service Desk Monitoring dashboard helps Service managers in the following areas:
- Monitoring the ticket volume by status.
- Tracking the ticket resolution rate.
- Analyzing the workload distribution.
- Ensuring efficient service desk operations.
Prerequisites
- Active ConnectWise Manage - API integration.
- An Admin role is required for cloning the dashboard and editing the dashboard settings.
Service Desk Monitoring dashboard
Here are the slicers and widgets in this dashbaord:
| Category | Name | Description |
| Slicer | Board | A slicer allows you to select the ticket boards you want to filter. |
| Type | A slicer allows you to select the ticket types you want to filter. |
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| Priority | A slicer allows you to select the ticket priorities you want to filter. |
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| Widget | New Tickets | A card number showing the total count of new tickets. Default filter is any status that contains the word "new". |
| Open Tickets | A card number widget displaying the count of open tickets. |
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| Stale Tickets | A card number widget showing the count of open tickets that have not been updated in the last 7 days. |
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| Waiting On Customer | A card number widget showing the count of tickets that are waiting for customer's response. |
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| Opened Today | A card number widget showing the total number of tickets created today. |
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| Closed Today | A card number widget showing the total number of tickets resolved today. |
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| Open Tickets (By Type) | A pie chart showing the count of tickets not yet closed split out by their types. |
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| Assigned Tickets | A card number widget showing the total count of all tickets with assigned resource. |
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| Unassigned Tickets | A card number widget that shows the total count of open tickets with no assigned resource. |
How to start using the Service Desk Monitoring dashboard
- On the MSPbots app, go to Dashboards.
- Click Best Practice and search for Service Desk Monitoring in the search bar.
- Click
> Clone.
- When the Clone window appears, select the Clone the Associated Widgets option.
- Review the details in the other fields and click Continue to save. The cloned dashboard will appear under the My Dashboards tab.
- Customize your dashboard by adjusting the widget filters or adding more widgets from our available templates.
- Set up and send scheduled reports.
- Customize your report.
- Send it out to clients using the MSPbots Scheduled Reporting. This will automatically generate and send out the reports at regular intervals.
If your company name varies across PSAs, map these names using the Client Mapping feature. Please raise a support ticket so we can update the slicer used in the report template. We are actively working on improving the Automated Client Mapping feature to make this experience easier for you.