Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
What is moving and what is stuck. The dashboard for finding the ticket nobody has touched since Tuesday.
What it shows
- Tickets by status, now.
- How long they have been in that status.
- What has been solved today.
- What is approaching a target.
- Satisfaction, on its own tab and alongside the statuses.
Satisfaction sits here too
Since the middle of 2026 the dashboard carries customer satisfaction: the distribution per channel, the score as a percentage of rated tickets, and a trend you can set from the last fifteen minutes to the last thirty days. There is a satisfaction filter on every tab, so you can narrow any view down to the tickets rated badly with a comment, which is the group most worth reading.
It is still a live page. A satisfaction figure over a morning says little; the same figure over the thirty days is worth a conversation.
Thirty days, and not a day more
The dashboard reports only on tickets created in the past thirty days. Anything older is absent, which matters most for the very work this page is good at finding: the genuinely ancient ticket nobody has touched is the one that has already dropped off. Use a view sorted by age for that, and this dashboard for everything inside the month.
The valuable part is age
Not how many tickets are open, but how long they have been open without moving. Volume is normal; a ticket untouched for three days is a customer forming an opinion.
Pending is where things hide
Tickets waiting on the customer leave the active queue and stop being seen. Some are genuinely waiting; some are waiting for a reply that came and was missed.
Ageing pending tickets are easy to miss precisely because they have left the active queue: nothing puts them in front of anybody.
Use it for the daily check
Five minutes each morning: what is oldest, what is approaching a target, what has not moved. Three questions, and they catch most of what would otherwise become a complaint.
On hold needs a reason
Where tickets sit on hold for a long time, check what they are waiting for. Often it is a third party nobody has chased, and the ticket is functioning as a place to forget things.
Solved today is context, not a score
Useful for knowing whether the day is going normally. Not a target: solving many easy tickets is not better than solving few hard ones.
Pair it with a view
The dashboard tells you something is stuck; a view sorted by age gives you the list to work through. One diagnoses, the other treats.
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