Ticket data in your Insights dashboards

What moves

Insights reads live tickets from Helpdesk under the viewer's own permissions, so dashboards show only what that person may see.

Before you start

• Both modules in your plan
• The viewer can read tickets

Step by step

1. Helpdesk managerInsights — Business Intelligence & Apps

   Builds a chart of tickets by status and desk.

   You see:The chart draws from live tickets.

2. SystemHelpdesk & Ticketing

   Applies desk membership and confidentiality before returning rows.

   You see:A confidential desk is hidden from viewers who are not on it.

3. Tenant adminInsights — Business Intelligence & Apps

   Pins the chart to a company dashboard.

   You see:Everyone with access sees live figures, each limited to the tickets that person may see.

Related

• Helpdesk & Ticketing
• Insights — Business Intelligence & Apps
• Ticket events become alerts
• A good rating earns the agent a badge
• A help centre website with a contact form
• A missed deadline is flagged and picked up
• A new ticket is triaged, assigned and resolved
• Connections between modules