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Using reports

Reports Overview

What are Dashboards?

Dashboards are predefined sets of reports. Each dashboard can contain multiple reports, which are displayed as tabs at the top of the dashboard.


What are Dashboard Reports?

Dashboard Reports are sets of statistics which are displayed as a series of widgets, arranged in a multitude of customizable ways.

These statistics are designed to reveal key helpdesk performance data at-a-glance.

There are two default built-in Dashboards. The Ticket Insights dashboard and the Chat Insights Dashboard.

image.png For more information on the default Ticket Insights Dashboard, refer to the previous section of this guide.

Using Dashboards

Creating Dashboards

To create a new dashboard, click the + Add button under Custom Dashboards in the Reports Sidebar.

The Create Dashboard window will pop up. Under the Properties tab, enter the name of your new Dashboard.

image.png Click on Add new report to create a new Report from scratch, or click Clone existing report to copy a group of statistics from an existing Report in another Dashboard.

After clicking Add new report, enter the name of the new Report. You can add more Reports to the Dashboard, or move on.

Checking the Make this an agent dashboard allows you to restrict other agents and teams from viewing this Dashboard.

Under the Agent Properties tab, you can determine which teams and agents can view or edit the Dashboard.

Click Save Dashboard to create the Dashboard.

To change the Dashboard name, add or remove reports, and edit agent permissions, click the Edit Dashboard button at the top of the Dashboard.

To edit the Dashboard Report properties, click the Edit Report button beneath the activated Report tab.

It will open a pop up window, here you can edit the report name.


Under the Schedule Report tab, you can schedule that particular report to be distributed to individuals at predefined intervals, and at set times in the day.

You can do this by selecting the intervals and times for the report to run, and entering the email addresses of those you want the report to be distributed to, separated by commas. Then simply click Schedule.

Populating Dashboard Reports

To add data to Dashboard Reports, click the Add Widget button underneath the report title.

The Add Widget window will pop up, allowing you to select statistics that will populate the Dashboard Report as widgets.


You can filter statistics shown by name, or by label. You can manage and create statistics using the Stat Builder.

Each statistic describes the data it will display when added to the Dashboard Report, with data variables shown as ${example}.

Once you have selected a statistic, it will then prompt you to choose values for each of the variables the statistic contains.

For example, if you have selected the statistic ‘Number of tickets created ${date} grouped by ${ticket}, you will be prompted to select the value for the date variable, and a ticket variable.

Once these have been selected, click Next.

You will now be prompted to enter the name of the widget.

Select the display type for the widget. Selecting a display type will generate a preview of the widget on the right hand side of the window.

The types of display available are:







Once you have selected a display type you are happy with, click Save.

The new widget will now be displayed within the Dashboard Report.

You can add as many widgets to the Dashboard Report as you like in order to develop a view that reveals key helpdesk performance insights for you and your team.

Once you have populated a Dashboard Report with widgets, you can edit, delete or export them by interacting with the hover-over buttons in the top-right hand corner of each widget.

With each widget, you can hide particular values by clicking them.

The layout of Dashboard Reports can also be highly customized. You can do this by clicking the Dashboard Layout button.


Once activated, this button will enable to drag and drop to arrange the placement of widgets, and expand widgets across vertical and horizontal axes.

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First published: 22/05/2018

Last updated: May 23, 2018 by Grace Howlett