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 to inboxes is determined by site administrators.

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

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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.

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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.
  • Others - tickets using any remaining statuses in the inbox that don't show in their own column.

When you hover over an individual inbox, you can use the to remove yourself from the inbox.

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Note: Any tickets currently assigned to you in that inbox will be unassigned.

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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.

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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