The Home Tab in Desk365 is useful to get a bird’s eye view of the overall performance of your helpdesk. Till date, this dashboard view was fixed and couldn’t be customized.
But, as more customers reached out to us to add options to the Home Tab to measure different sets of help desk metrics, we’ve revamped the module and now you can customize the Home Tab according to your needs.
Let’s discuss in detail how you can customize the Home Tab in Desk365.
These are the steps you need to take to change the Home Tab panel settings in your help desk.
1. Go to the Home Tab.
2. Click on the ‘Select Panel’ icon found in the right side of the ticket activities before the ‘Tasks to Do’ section.
3. Now, the Select Home Tab Panels dialog box appears.
4. Choose the panels you would like to see in the Home Tab and click on the ‘Save’ button. You can also use the drag and drop function to change the panel order.
5. Now you can see all the customizable panels that you selected appear in the Home Tab in your helpdesk above the ticket activities section. You can also change the time period of the selected panels if you wish to.
How to Customize Statuses to appear in the Home Tab
These are the steps you need to take to customize the statuses that appear in the Home Tab in your help desk.
1. Go to the Home Tab.
2. Click on the ‘Select Statuses’ icon found in the right side of the tickets panel at the top. Now, the Select Home Tab Statuses dialog box appears.
3. Now, choose the statuses you would like to view in the Home Tab and click on the ‘Save’ button.
4. Now you can view all the statuses that you selected appear in the Home Tab in your helpdesk.
Note: ‘Unresolved’ and ‘Unassigned’ are always displayed in the Home Tab and cannot be removed.
Roles that can Customize Home Tab Panels
By default, only admins and managers in a given organization can make all these customizations to reflect in the Home Tab.
This customized home tab gives the agents of that team a clear picture into tickets that require immediate action, helps them to quickly collaborate with other agents and assists the team to improve the team’s overall performance.
Apart from admins and managers, you can create a new custom role and give them access to change Home Tab Panel Settings by selecting ‘Global Access’ as ticket scope and selecting the ‘Can Change Home Tab Panels’ under Feature Access.
Let’s take an example. Imagine you are the Admin for your help desk and it has users from several departments and some of those department heads need access to Settings tab and several other tabs similar to the Manager role in Desk365. However, you may not want to give them the ability to change the Home Tab as it might result in confusion if different department heads choose different panels for the Home Tab.
You can easily provide them specific access by creating a custom role for them. You can give this custom role all the accesses that are present for the Manager role, except for the ‘Can Change Home Tab Panels’ feature.
Go to Settings > Admin > Roles and create a new role to enable this function.
Common Use Cases of Home Tab Customization
Home Tab Panels are useful to measure critical help desk metrics in different ways you would like to observe.
Let’s see a few examples on how customizing Home Tab might be useful for your business.
Understand why certain tickets are taking more time for resolution
The Home Tab helps you to identify issues in real-time why certain tickets take more time for resolution like issues related to third-party vendors.
That’s where having the Ticket Trends panel as part of your Home Tab will be useful. You can also add additional statuses known as custom statuses to track issues that are specific to your helpdesk.
Adding the Ticket Trends panel with the custom statuses to your Home Tab dashboard will make you informed if there are specific statuses that are delaying the overall performance of your helpdesk (like ‘Waiting for Vendor’ status).
You can also change the time period as per your wish to analyze these issues.
Measure Customer Satisfaction Ratings
Take a closer look at customer survey ratings for your tickets. You also have the option to change the time period, view multiple survey results to analyze any patterns in your data. Analyze how your support team is performing with respect to customer tickets and keep motivating them to perform better.
Have a quick glance at the survey ratings without the need of going to the reports tab to view and download the survey results.
These are a few practical tips in which Home Tab can be used.
However, feel free to play with these panels and create your own unique Home Tab suitable for your business.