Within Teamwork Desk, the Home area gives
you an overview of the inboxes, activity,
and insights for your site.
Summary
The Summary area provides a breakdown of
your starred inboxes, assigned tickets,
company happiness, and a list of all
inboxes on your site that you have been
given access to.
🔑 Access to inboxes
is granted by site administrators.
You can switch between grid and list view
layouts for the Summary tab via the view
buttons in the upper right corner.
In grid view, you will see
panel breakdowns for your starred
inboxes and assigned tickets.
Depending on your site's settings, you
may also see panels for Training
Wheels and company
happiness.
- Starred Inboxes - breakdown of your
assigned tickets, by ticket status,
across your starred inboxes.
- My Tickets - breakdown of all of your
assigned tickets, by ticket status.
- Training Wheels - count of tickets
currently needing review or with
requested changes.
- Only administrators, reviewers,
and agents in training can see
this panel.
- Administrators will see a
count of all matching tickets
across all inboxes on the
site.
- Reviewers will see a count of
all matching tickets across
the inboxes they have access
to.
- Agents in training will only
see figures for their own
tickets.
- If Training
Wheels is
disabled for your site, the
panel will be hidden for
everyone.
- Company Happiness - chart
representation of your company's
happiness.
- You can set this to the last 7
days, 14 days, or month.
- If happiness
ratings are disabled on your site, the
happiness chart will be
hidden.
Below these panels, you will see a list
of all inboxes you have permission to
access. You can select which of these
inboxes to include in your starred
inboxes list via the star icon to the
left of the inbox name.
In list view, the Training
Wheels information will be displayed at
the top of the Summary (if applicable).
The Starred Inboxes and My Tickets
sections will appear within the inboxes
list.
📝 Company happiness
information is not displayed in list
view.
Inbox column counts:
- New - any new or unassigned tickets in
active status in the inbox.
- Mine - tickets assigned to you in
active status in the inbox.
- Assigned - tickets that are active and
assigned in the inbox.
- Waiting - tickets using the waiting on
customer status in the inbox.
- On hold - tickets using the on hold
status in the inbox.
- Other default and custom statuses can
also be added as columns
Using the column
settings icon in the top right of
the inboxes list,
you can customize which ticket statuses to
show as columns. This can be done in both
list and grid view.
When you hover over an individual
inbox, you can use the X to
remove yourself from the inbox.
⚠️ Any
tickets assigned
to you in that inbox will
be unassigned.
Activity
The Activity view displays a
timeline of all recent activity on tickets
across your site within the last 24 hours.
Different activities can include when
another agent has viewed a ticket, changed
the ticket status, or added/replied to a
note.
Each activity includes the associated user,
activity type, ticket, inbox, and the time the
activity occurred.
📝 Archived
agents's activity is not included in the activity feed.
Insights
The Insights area gives you a
rundown of how your team is performing,
along with ticket numbers and response
times.
You can view the overall activities for
the last 7 days, 14 days, or last month,
via the dropdown menu in the top left
corner.
Select Refresh stats to reload the
metrics to reflect your selection. Full
reports will take you to the
Reports area.
Ticket numbers are broken down by
customers helped, tickets solved, total
replies, average replies per ticket,
average response time, and average
resolution time.
Below, these figures will be displayed in
line graph format including volume, date,
and first response time.
Further breakdowns include:
- Tickets by channels
- Top agents
For more information, see: Reports