Understanding the Dashboard
The DZDESK dashboard provides a comprehensive overview of your support operations. This guide explains each component and how to use them effectively.
Dashboard Layout
The dashboard is divided into several key areas:
┌─────────────────────────────────────────────────────────────┐
│ Navigation Bar Profile Menu │
├──────────┬──────── ──────────────────────────────────────────┤
│ │ │
│ Side │ Main Content Area │
│ Menu │ │
│ │ ┌─────────────┐ ┌─────────────┐ │
│ │ │ Key Metrics │ │ Key Metrics │ │
│ │ └─────────────┘ └─────────────┘ │
│ │ │
│ │ ┌────────────────────────────────┐ │
│ │ │ Recent Requests │ │
│ │ └────────────────────────────────┘ │
│ │ │
└──────────┴──────────────────────────────────────────────────┘
Navigation Bar
The top navigation bar contains:
- DZDESK Logo: Click to return to the dashboard from any page
- Search: Quick search across all requests
- Notifications: Bell icon showing unread notifications
- Profile Menu: Access to your profile settings and sign out
Side Menu
The left side menu provides access to main features:
| Menu Item | Description |
|---|---|
| Dashboard | Overview and key metrics |
| Requests | View and manage all support requests |
| Groups | Manage support groups (Admin only) |
| Users | User management (Admin only) |
| Settings | System configuration (Admin only) |
Key Metrics
The dashboard displays important metrics at a glance:
Request Statistics
- Open Requests: Total number of unresolved requests
- Assigned to Me: Requests assigned to you personally
- Unassigned: Requests waiting for assignment
- Due Today: Requests with SLA deadlines today
SLA Overview
- Within SLA: Requests on track to meet deadlines
- At Risk: Requests approaching their deadline
- Breached: Requests that have exceeded SLA targets
Performance Indicators
- Average Response Time: Time to first response
- Average Resolution Time: Time to resolve requests
- SLA Compliance Rate: Percentage meeting SLA targets
Recent Requests
The recent requests section shows:
- Latest created requests
- Recently updated requests
- Requests requiring your attention
Each request shows:
- Request ID and title
- Current status
- Priority indicator
- Assigned agent
- Time since last update
Click any request to view its full details.
Request Queue
Filtering Requests
Use filters to find specific requests:
| Filter | Options |
|---|---|
| Status | Open, Assigned, In Progress, Pending, Resolved, Closed |
| Priority | Critical, High, Medium, Low |
| Category | Hardware, Software, Network, etc. |
| Assigned To | Specific agent or unassigned |
| Date Range | Custom date range |
Sorting Options
Sort the request list by:
- Created date (newest/oldest)
- Updated date (newest/oldest)
- Priority (highest/lowest)
- SLA deadline (nearest/furthest)
Saved Views
Create and save custom views for quick access:
- Apply your desired filters
- Click "Save View"
- Name your view
- Access it from the Views dropdown
Notifications
Notification Types
DZDESK sends notifications for:
- New request assignments
- Status changes on your requests
- Comments added to your requests
- SLA warnings and breaches
- Mentions in comments
Managing Notifications
- Click the bell icon to view notifications
- Click a notification to go to the related item
- Mark notifications as read
- Access notification settings from your profile
Quick Actions
Common actions available from the dashboard:
| Action | How to Access |
|---|---|
| Create new request | Click "New Request" button |
| View my requests | Click "Assigned to Me" metric |
| View unassigned | Click "Unassigned" metric |
| Check SLA status | Click any SLA metric |
Role-Based Views
What you see depends on your role:
Agent View
- Requests assigned to you
- Your group's queue
- Your performance metrics
Admin View
- All requests across the system
- Team performance metrics
- System configuration options
- User and group management
Viewer View
- Limited to viewing requests
- No creation or editing capabilities
- Basic metrics only
Customizing Your Dashboard
Display Preferences
From your profile settings, you can:
- Choose default landing page
- Set preferred language
- Configure notification preferences
Keyboard Shortcuts
Speed up your workflow with shortcuts:
| Shortcut | Action |
|---|---|
N | Create new request |
S | Focus search bar |
/ | Focus search bar |
? | Show keyboard shortcuts |
Mobile Experience
The dashboard is fully responsive:
- Access DZDESK from any device
- Touch-friendly interface
- Optimized layouts for smaller screens
- Full functionality on mobile browsers
Next Steps
- IT Team Onboarding - Complete setup for your team
- Key Concepts - Understand DZDESK terminology