The Service Desk dashboard

SECURITY  All Service Desk users

NAVIGATION   > Service Desk > View > Dashboard

NOTE  You can set this dashboard as your home page in your user profile. Refer to Settings.

The Service Desk dashboard displays a summary view of Service Desk metrics for all active tickets for which the status is not equal to Complete. All users with Ticket View permission = All will see the same Service Desk Dashboard.

NOTE  The only customizable settings on this dashboard are the Ticket Resolution Performance metric ranges.

This section summarizes all open stand-alone tickets in the Service Desk module in different ways. Recurring tickets are not included.

NOTE  Click any link in this section to drill into the list of associated tickets.

Overview

Overview allows you to quickly see how many tickets are due or overdue today, were submitted or completed today or yesterday, and are currently unassigned. Click a link to check resource availability with the Workload Report, or to access additional service desk reports. Refer to Workload report.

Tickets By... summaries

Tickets By summaries are reports that aggregate data by Priority, Queue, Status, Primary Resource, Issue Type, Source, Classification and Product. Which summaries are displayed on the Service Desk dashboards is configured on the following page: > Admin > Features & Settings > Service Desk (Tickets) > Summaries. Use the context menu to activate or inactivate a summary.

In this section, bar graphs measure the performance of the Service Desk team against your company's goals.

Administrators establish the performance goals and determine which metrics will be displayed on the Service Desk dashboard. Refer to Ticket resolution metrics.

Quickly see how many recurring ticket instances are due or overdue today, or were completed today or yesterday. Recurring tickets are not included in the Service Desk Summary metrics.

This list includes all resources in your instance of Autotask who are included in at least one Service Desk Queue. Contact information is included.