The moment your agents login to your support portal, the first thing they see is a complete activity of everything happening on your help desk, right from the Dashboard.
The Dashboard consists of the following items:
Ticket Summary ribbon
Recent Activity list
To-Do List
Arcade Leaderboard
- Available Quests
The Ticket Summary tells you how many tickets are currently being handled by agents in your helpdesk. The number of tickets having various statuses, including Open, On-Hold, Due Today, Unassigned and Overdue show up right on top for easy reference.
The Recent Activity feed shows you a timeline of new tickets submitted on your help desk, status changes, and even agent replies. You can directly jump into a ticket, customer, or agent by clicking on the corresponding link in the activity feed.
A To-Do List can be used by agents to set reminders for important tasks on your helpdesk. The list is displayed to all agents in the team, and any of them can make new entires to it whenever necessary.
The Leaderboard showcases the top agents in your team who are leading the race to the Arcade trophies. Clicking on it will take you to the complete table where you can see the points and standings of every agent. You can also check out your Available Quests from the sidebar. Please note that both of these items will be displayed only if you use the Arcade feature, which is available on the Freshdesk Estate plan.