Ticket Period Boards

The Ticketing Hub has six period boards: Today, Yesterday, This Week, Last Week, This Month and Last Month. Each one shows how the service desk performed in that period, with the tickets behind every figure.

They sit between the dashboard and the reports. The dashboard shows what needs attention now. The reports cover any date range. A period board answers "how did we do today?" or "how did last week go?" in one page.

What a board shows

• Headline figures. Tickets raised, tickets resolved, tickets raised in the period that are still open, average first response time, average resolution time, SLA compliance, SLA breaches, tickets still waiting for a first reply, CSAT and hours logged.
• Comparison with the previous period. Each figure shows the previous period's value. Today, This Week and This Month are still running, so they are compared at the same point in the previous period. At 10am on a Tuesday, This Week is compared with last week up to 10am Tuesday.
• Backlog right now. Open, unassigned, critical, high, overdue, SLA breached, no first response, waiting on the customer and waiting on a third party. These are live counts, not limited to the period.
• Raised vs resolved. A chart by hour (Today and Yesterday) or by day (weeks and months).
• When tickets arrive. On weekly and monthly boards, a chart of the hours of the day tickets come in.
• The mix. Donut charts by status, priority, queue and source.
• Engineer leaderboard and busiest companies for the period.
• Resolved by priority and issue types.
• Insights. Short notes on what changed, such as whether the backlog grew or shrank.
• Tickets behind the numbers. Switch between tickets raised, resolved, SLA breached, still open and the oldest in the backlog, and open any of them.

Week boards run Monday to Sunday. Times use your own time zone. Boards for running periods refresh every minute.

Click through to the tickets

Every figure, bar and slice is clickable. The ticket list opens with the same filters the figure was counted with, so the number of tickets in the list matches the number on the board. Use View all in list under the ticket table to see the whole set.

Make your own board

The six built-in boards are read-only, so everyone sees the same figures. To make your own version:

1. Open a built-in board and click Copy board, or click the copy icon next to it in Manage Tabs.
2. Give the copy a name.
3. In Manage Tabs, click the sliders icon next to your copy to choose:
   • the period;
   • All tickets or My tickets (tickets assigned to the person viewing the board);
   • a priority (optional);
   • a queue (optional).

You can also create one from scratch: Manage Tabs → Add Tab → Period board. Your boards can be renamed, reordered and deleted like any other tab. Only administrators can add, copy or change tabs.

Status and priority colours

Ticket statuses and priorities use the same colours on every board, chart, list and badge, including the client portal:

Status	Colour
Open	Red
In progress	Blue
Waiting	Amber
Waiting on customer	Orange
Waiting on third party	Indigo
Resolved	Green
Closed	Grey

Priority	Colour
Critical	Deep red
High	Orange
Medium	Amber
Low	Blue

Where to go next

• How Service Desk & Ticketing Works