Customization in your Help Desk software

Instead of displaying static data, dashboards or configurable control panels allow you to define the information you need to view at any time and in real time. This data is automatically updated as tickets evolve, enabling continuous service monitoring and faster decision-making.

Examples of information that can be displayed on a dashboard

The ServiceTonic dashboard can include the following information:

• Open, closed, urgent, pending tickets, or any status created exclusively for that ticket
• Incident volume
• Critical priorities
• Daily ticket count
• SLA compliance

In addition to support tickets, dashboards can also be configured to monitor and control indicators related to assets (CIs) from the CMDB in a centralized, real-time manner.

• Tickets related to equipment under repair
• Contract renewals
• Upcoming preventive maintenance

ServiceTonic offers different panels that can be fully configured quickly and easily, without any programming required, allowing rapid adaptation to the particular needs of each company.

Dashboard case study configured with ServiceTonic.

Dashboard structure

Each service or department can have as many dashboards as needed. In ServiceTonic, a single user can belong to different services, so the available dashboards will vary depending on the service they are working in at any given time.

Once inside a service, the agent can access different dashboards based on the selected visibility level: Personal, Team, Service, or Global. Each visibility level can include different dashboards, adapted to the monitoring and consultation needs of each user, team, or area.

Dashboards are made up of different configurable panels and elements that agents themselves can create and customize without any programming or involvement from the IT department or support team.

Visibility

The first available filter is Visibility, which defines the scope of the information displayed on the dashboard:

• Personal: displays only the tickets and data associated with the logged-in agent.
• Teams: allows viewing the information of the team members the agent belongs to, facilitating joint monitoring of work.
• Service: provides a global view of the service, displaying all tickets and related information for all agents within that service.

Within each visibility level, as many boards as needed can be configured, each showing different information according to its purpose. For example, a service can have one dashboard focused on asset management and the CMDB, another centered on support requests, another dedicated to problem management, or even a unified board combining all of this information, adapted to the needs of each agent or team.

Elements

First, it is necessary to configure the elements that will be added to the different panels making up the dashboard.

In ServiceTonic, elements represent the information that each panel will display. You must define the criteria that tickets need to meet in order to appear in a given panel.

Panel types in the dashboard

Dashboards are made up of different types of panels, each displaying information in a structured way.

With ServiceTonic’s Help Desk software it is possible to combine up to 6 types of panels:

• List: displays tickets in the form of a list
• Time: tickets are presented in a calendar, indicating the number of tickets for a specific day
• Table / Chart: can be displayed either as a chart showing percentages, or in table format
• Totals: displays the total number of tickets. These panels can be color-coded: red indicates the number of tickets meeting that condition is being exceeded, orange shows a warning, and green means the total is within the values set by the manager.
• Trends: displays the trend of a ticket configuration in a graph. This can be linear, bar, or area type
• Stacked: allows comparing different variables in a single bar on the same chart

List type panel

Calendar type panel

Chart type panel

Totals type panel

Trends type panel

Stacked type panel

Dashboard configuration

Each service can have as many dashboards as needed, each configured with its corresponding panels and elements. These dashboards will be available under different filter types depending on the defined visibility level.

This makes it possible to have a specific dashboard for the IT team’s support tickets within their own service, and another focused on CI maintenance-related tickets. There can also be a global dashboard that brings together all tickets — both support and CI-related — organized by criteria such as urgency, priority, or any other value the team considers relevant.

Increased productivity

Having a single screen to centralize the status of all generated tickets allows the person in charge to make immediate decisions, both to provide good customer service and to take preventive or corrective actions with the existing assets (CIs) in the CMDB.

For example, if a chart-type panel shows that a particular agent has a high number of open tickets, the manager can reassign them to an agent with a lighter workload. The same applies to CIs: if a maintenance contract is about to expire, the agent or manager can take the appropriate steps to renew it before it lapses.

Additionally, ServiceTonic dashboards incorporate alert mechanisms that allow the KPI owner to be notified by email when a specific value is reached — for example, when there are more than 10 urgent tickets.