Service Dashboard

Niamh Ferns Updated by Niamh Ferns

Service Dashboard Overview

This Section on the Service Dashboard only applies to partners using the Tokity backend.

The Dashboard can be found in your Admin Portal under the Dashboard tab. The dashboard provides you access to a few key areas:

Profile

Under the profile tab, you can see a brief overview or your time entries, the accounts you've worked on, and some at-a-glace stats for the person currently logged in:

Overview

The Overview page will provide you a set of Graphs that can be used to get an at-a-glance update on the current state of your service quality. You will see:

  • Unassigned/New/Approved Tickets
  • Fast track & Escalate Tickets
  • Tickets Under Client Responded Status
  • Tickets In Progress
  • Tickets by Priority
  • Service Radar (By tickets idle and by age.)
  • By Tag
  • By Category

You can filter your overview by Account or Queue as well:

Timesheets & Time Entries

Under the Timesheets tab, you'll see a view of your existing time entries, what day they were made, and the related note added for these entries:

You can open an individual entry as well to view the ticket in a new tab or in a side by side view:

Under the Time Entries tab, you see a list of your time entries and filter by date, account, or change the ordering:

Service Radar (PSA Partners Only)

This Section on the Service Radar only applies to our ConnectWise and Automate partners.

It can be found in the Admin Portal under the Service Radar tab.

The Service Radar provides a clean, intuitive, and fast way of seeing your ticket statistics at a glance. It can be useful in seeing where your service is doing well and also where you may want to look for improvements to provide to your end users.

You can access this tool via the Admin portal under Service Radar. On initial load, you will be asked which service board/queue you'd want to check. Select the board(s) you want, then the graph will load with plotted points which represents a specific ticket color-coded based on their priority, carefully plotted to the graph based on their ticket age/idle time and the actual hours spent.

You can adjust the Boards, Priorities and Companies filter to your liking. Hovering over the color-coded points should show a few of the ticket details and clicking on them should open the specific ticket in a new window.

The Service Radar will re-sync every 5 mins, you can also force it to trigger a re-sync using the information icon in the upper-right corner then clicking "Trigger resync data".

How did we do?

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