Dashboards — Custom Rows, Compare Dates and Extra Figures

The widget builder has three options for widgets that a simple grouping cannot show. All three work on every dashboard. Open a widget's settings by clicking Edit Layout and then the cog on the widget, or click Add Widget to create one.

Custom rows

Custom rows let you decide exactly what each row of a widget counts. Use them for summary cards such as "Open", "Critical" and "Waiting", where each figure has its own rule.

1. Under Break down by, choose Custom rows. Two starter rows are added.
2. Give each row a name.
3. Narrow each row with a quick scope, such as Active or Needs attention, and with Add condition, such as Status is Open or Priority is Critical.
4. Use Add row for more rows, up to 12. Use the arrows to reorder rows and the cross to remove one.

Each row is counted on its own, so one record can appear in more than one row. For this reason the widget does not show a share of the total. Click any row to see the records it counts.

Stat cards suit custom rows best, but tables, bars, progress bars and the other styles work too.

Compare dates

On an over-time chart you can draw one series for each date field. For example, compare tickets Created with tickets Resolved each day.

1. Under Break down by, choose Over time.
2. Under Compare dates, tick two or more date fields, up to four.

Bar charts place the series side by side, while line and area charts draw one line each. Click a bar to see the records behind that series on that day or month. Each series counts records by its own date, so a ticket created last week and resolved today counts under Resolved today.

Also show

Also show adds up to four extra figures beside each row of a chart. Examples:

• Sales reps ranked by won value, with Deals won, Win rate and Open pipeline.
• Technicians ranked by work orders, with Completed and Completion rate.
• Lead sources by number of leads, with Qualified rate.

The extra figures appear as columns in tables and leaderboards, under each progress bar, on stat cards and in chart tooltips. They use the same time frame and filters as the main figure. A Top N widget's "Other" row shows only the main figure.

Ready-made widgets

Under Compare & Summarise in the widget picker you will find Created vs Resolved (14 days and 6 months), Ticket summary, Tickets needing attention, Top sales reps, Lead sources, Top technicians and Departed employees. Each is a starting point you can change like any other widget.

Quick scopes for tickets

• Stalled: open or in-progress tickets more than 30 minutes old with no reply or note yet.
• Customer waiting for a reply: unresolved tickets where the latest message came from the customer through the portal.
• Needs attention: tickets that are stalled or have a customer waiting for a reply.

Saved dashboards

Older fixed widgets, such as Ticket Volume, Recent Tickets, Needs Attention, the Ticket Summary card, Top Technicians, Top Reps, Lead Funnel and the Departed hire trend, now open in the full builder. They keep their title, position, size and settings.