The home tab in Desk365 gives you a comprehensive overview of your helpdesk’s performance. From real-time ticket updates and team productivity to knowledge base content and customer feedback, everything important is right where you need it. This guide will walk you through how to use and customize the home tab for maximum efficiency.
Customizing the home tab status panel
At the top of the home tab, you’ll find a dropdown labeled Tickets > All Agents. This dropdown lets you filter the ticket stats shown on the dashboard by groups or agents. You can select All Agents to view overall ticket metrics or narrow it down to see data for individual team members or groups.
Next to this dropdown is the gear icon. This is where you can customize which ticket statuses appear on your Home Tab dashboard.
You can control which statuses (like Open, Pending, Resolved, etc.) are shown on your dashboard so you can focus on what matters most.
Unresolved and Unassigned are always displayed and cannot be removed.
Note: Archived tickets are automatically grouped under the closed status.
Ticket activities and panel customization
Just below the profile icon, you’ll see the ticket activities section.
This shows a list of recent actions taken on tickets, giving you real-time visibility into your support operations.
To the right of this section is a three-dot menu (⋮) that offers additional controls (Coming Soon).
With the manage panel visibility option you can choose which panels should be visible in your dashboard and create multiple dashboards and further customize the layout to suit your team’s needs.
Support email and portal information
Right below the ticket summary, you’ll see essential information about your helpdesk.
- The trial info displays how many days are left in your trial, with an option to choose your plan to upgrade.
- Your primary support email. Any email sent to this address is automatically converted into a ticket in your helpdesk. If you’d prefer to use your own custom email, you can configure it in the email settings.
- Your support portal URL. This is your public-facing support site from where your contacts can:
– Create and manage their support tickets.
– Browse articles from your Knowledge Base.
Knowledge base overview
The knowledge base panel helps you manage and track your help content.
You’ll see:
- The total number of published articles.
- The total number of categories.
- A list of categories and a quick link to view all, and
- An option to create new articles.
This helps you ensure customers have access to the right information, and support agents can reference help content easily.
Tasks To Do
The Tasks To Do panel lets your team manage internal tasks directly within the helpdesk. Click Add Task to create a new internal task along with the due.
This makes it easy to track internal follow-ups and to-dos without leaving the main dashboard.
Also read: Adding Tasks to Do to Tickets Using Automation
Average times, ticket trends, and surveys
Depending on your ticket volume and data history, these panels appear on your Home Tab:
- Average times: View metrics like average first response time or resolution time over a selected time range.
- Ticket trends: Analyze how tickets are flowing through different statuses. Example: If many tickets are stuck in a “Waiting for Vendor” status, this panel will help you spot the delay.
- Surveys: Show how satisfied customers are with your support.
You can filter the data by time range to spot trends.
Roles that can customize home tab panels
By default, only admins and managers in a given organization can make all these customizations to reflect in the Home tab.
This customized home tab gives the agents of that team a clear picture into tickets that require immediate action, helps them to quickly collaborate with other agents and assists the team to improve the team’s overall performance.
Apart from admins and managers, you can create a new custom role and give them access to change Home tab panel settings by selecting ‘Global Access’ as ticket scope and selecting the ‘Can Change Home Tab Panels’ under ‘Feature Access’.
Let’s take an example. Imagine you are the admin for your help desk and it has users from several departments and some of those department heads need access to Settings tab and several other tabs similar to the ‘Manager’ role in Desk365. However, you may not want to give them the ability to change the Home Tab as it might result in confusion if different department heads choose different panels for the Home Tab.
You can easily provide them specific access by creating a custom role for them. You can give this custom role all the accesses that are present for the ‘Manager’ role, except for the ‘Can Change Home Tab Panels’ feature.
Go to Settings > Admin > Roles and create a new role to enable this function.
Common use cases of home tab customization
Home tab panels are useful to measure critical help desk metrics in different ways you would like to observe.
Let’s see a few examples on how customizing home tab might be useful for your business.
Understand why certain tickets are taking more time for resolution
The home tab helps you to identify issues in real-time why certain tickets take more time for resolution like issues related to third-party vendors. That’s where having the Ticket Trends panel as part of your home tab will be useful. You can also add additional statuses known as custom statuses to track issues that are specific to your helpdesk.
The Ticket Trends panel with the custom statuses to your home tab dashboard will make you informed if there are specific statuses that are delaying the overall performance of your helpdesk (like ‘Waiting for Vendor’ status).
You can also change the time period as per your wish to analyze these issue.
The home tab in Desk365 is your team’s central hub for tracking helpdesk performance. With real-time insights into ticket activity, access to knowledge content, internal task tracking, and customer feedback, it empowers your support team to work more effectively.
Customize your home tab to highlight the most relevant data, streamline your daily workflow, and keep your team aligned.
