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OneDesk lets you keep track of performance indicators relevant to you with the Charts tab inside the Analytics application. In this tab, you can select from a variety of pre-made chart series, such as a current overview of your tickets, analysis of unsolved items, and more.
Accessing and Using the Charts Dashboard
As an administrator user, or a non-administrator with access to the Analytics application, access the charts dashboard by selecting the “More Applications” button, and then the “Analytics” application. The charts tab is the default tab inside the Analytics application. You can choose from a default chart series with the dropdown on the left-hand side, and adjust the date range with the date picker on the right.
Some charts can have their scope adjusted directly from their display. These charts are signified by their titles including a dropdown menu. For instance, the chart “Time Since Tickets Created” can change to “Time Since Tickets Updated”.
Selecting the hamburger menu on a chart’s right side lets you print the chart, as well as save the chart in a variety of image formats.
Creating a Custom Charts Dashboard: With Example
Similarly to your other applications inside OneDesk, you can create custom views in the charts dashboard. These custom views let you add in specific charts of interest, and also include filters.
To create a custom charts view, hover over the “My Views” header on the left-hand side of your screen, and select the “Add” plus button. You can add in charts with the “Add Chart” button, and specific filters with the “Add Filter” button.
Let’s create a custom chart dashboard which shows us three charts: Average Tickets Created By Day of the Week, Unsolved Tickets By Priority, and a pie chart of Tickets By Assignee.
Select “Add Chart”, and find these three charts. Average Tickets Created By Day of the Week is located in the “Tickets Change History” tab. Select the “Add” button to insert this chart into a new unsaved view in your charts dashboard. We do the same for the other two: Unsolved Tickets By Priority is in the “Unsolved Tickets” tab, and Tickets By Assignee is in the “Tickets Analysis” tab. The charts are added onto the dashboard in the order you select them, so if there is a specific set of charts you want to see immediately when opening this view in your charts dashboard, add those first.
Now that we’ve added the charts we want, we can add filters if needed. Some filters which might be useful include filtering these charts to only show tickets submitted by certain customers. For now, let’s just save our custom view. Select “Save” – you are prompted to name the view, and share it with other users in your organization.
Once we have saved the custom view, we can access it underneath the “My Views” heading in our charts tab whenever we want. To set this view as our default view, select the cog wheel when hovering over “Views” – you can turn off and delete views from here, or set certain views as your default when accessing an application. Note that the date range is not saved to the view, so you can change the dates needed without having to make a new custom view.
Now you know how to access, use, and create your own chart dashboards. For other questions you may have about charts and analytics, you can send a message to OneDesk through the chat in the bottom right, or send an email to support@onedesk.com.