FAQs: Zoho Desk Dashboards
Zoho Desk Dashboards offer a visual representation of your help desk data, providing real-time insights into key performance indicators. These interactive dashboards help you monitor ticket trends, agent performance, customer satisfaction, and more, enabling data-driven decisions for enhanced support operations.
Zoho Desk offers several pre-built Standard Dashboards categorized as:
Popular Dashboards: Display commonly used metrics like ticket status, average handling time, and blueprint progress.
Public Dashboards: Accessible to all users, showing data like accounts by industry and requests by priority.
Telephony Dashboards: Provide call metrics for both inbound and outbound calls, available upon integrating telephony.
Time Based Dashboards: Focus on time-sensitive metrics, including first response time, resolution time, and response time trends.
Overview Dashboards: Offer a comprehensive view of the ticketing process, including open, on-hold, and overdue tickets.
Customer Happiness Dashboards: Track customer feedback, happiness ratings, and agent-specific ratings.
Zia Dashboards: Utilize Zia, Zoho's AI, to present insights on response trends, auto-tagging, sentiment analysis, and more.
Global Dashboards: Available in the all-department view, displaying ticket distribution, channel usage, and agent performance across departments.
Custom dashboards offer flexibility with components like:
Reports: Include summary and matrix reports from modules like Tickets, Knowledge Base, and Products, displaying metrics like overdue tickets and call counts.
Gallery: Visualize data with charts and graphs, showcasing trends and comparisons over time. Options include bar, pie, line, funnel, and table views for tickets, tasks, knowledge base articles, and more.
Custom Views: Integrate predefined and custom list views from modules like Tickets, Contacts, Accounts, and Tasks for quick access to specific data sets.
Embeds: Embed tables, reports, and dashboards from Zoho Analytics for real-time data updates, requiring Zoho Analytics integration.
Yes, you can create both public and private dashboard folders to categorize and manage access. Public folders are visible to all agents, while private folders can be restricted to specific users.
You can interact with dashboards by:
Exporting data as Excel or CSV files.
Printing dashboards or individual components.
Setting a dashboard as the default view for the entire organization.
Editing or deleting custom dashboards and their components.
Refreshing components to display the latest data.
Zooming or resizing components for better visibility.
Currently, dashboard properties like color, gradient, borders, and background cannot be modified through the user interface.
Dashboards provide a real-time view of key business metrics, allowing for quick decision-making and identification of trends in ticket data, channels, and customer happiness ratings.
Standard dashboards are pre-built and cannot be deleted, edited, or have new components added to them.
Support admins and agents with "Profile permission for managing Reports and Dashboards" can create and manage custom dashboards.
A "Report" component displays data directly from reports, while a "Gallery" component offers various chart formats to visualize data.
Examples of visualizations within a "Gallery" include bar graphs to compare values across categories, pie charts to show proportions of a whole, and line graphs to track trends over time.
A "Custom View" component displays pre-defined or user-created lists of data from modules like Tickets, Contacts, Accounts, and Tasks.
Data from Zoho Analytics can be embedded into a Zoho Desk dashboard using the "Embed" component, providing real-time updates.
Dashboard Folders are used to categorize and manage dashboards. They can be public (accessible to all agents) or private (accessible only to designated users).
Users can refresh components for updated data, zoom in/out for better visibility, and resize components to adjust their display within the dashboard.
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