Within Teamwork Desk, the Dashboard area gives you an overview of the inboxes, activity, and metrics for your site.

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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.

Note: Access permission is determined by a site administrator.

The top of the Summary section includes panels for:

  • 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.
  • Company Happiness - chart representation of your company's happiness.
    • You can set this to the last 7 days, 14 days, or month.

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Note: If happiness ratings are disabled on your site, the happiness chart will be hidden from your Dashboard. 

Below these panels, you will see a list of all inboxes you have permission to access. can select which of these inboxes to include in your starred inboxes list via the star icon to the left of the inbox name.

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Activity

The Activity view displays a timeline of all recent activity on tickets across your site.

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.

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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.

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Select Refresh stats to reload the metrics to reflect your selection. Full reports will take you to the Reports area. 
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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.

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Further breakdowns include:

  • Tickets by channels
  • Top agents.

For more information, see: Reports