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Matrix42 Self-Service Help Center

Working with Dashboard in Service Desk

Matrix42 Service Desk provides a dashboard that offers graphical visualization of your service desk data in the form of charts (widgets). The dashboard widgets can be created and configured only by members of the Administration user role. End users can add or remove widgets as well as change the size, position, and color scheme of the widgets. 

To open the Matrix42 Service Desk dashboard, click Service Desk > Home.
Currently the following pre-configured widgets are available:

  • Critical Tickets Close to Escalation: This stack bar chart shows changes, problems, or incidents that have not been solved yet and are close to escalation, i.e. reaction time and/or solution time have almost reached the limit. If the tooltips are enabled by the administrator, you can hover over the chart to display the percentage of elapsed time for a specific ticket. Members of the Administration user role can also switch this widget from the Stack Bar Chart view to the Table view. As a result, detailed information both about the elapsed time and the remaining time for a specific ticket will be displayed. This chart may assist with quick review of critical tickets and help avoid escalation.
  • Most Critical Escalated Tickets: This stack bar chart shows changes, problems, or incidents that have not been solved yet and are already escalated. If the tooltips are enabled by the administrator, you can hover over the chart to display the percentage of solution time for a specific ticket, according to the related SLA. Members of the Administration user role can also switch this widget from the Stack Bar Chart view to the Table view. As a result, detailed information both about the elapsed time and the solution time for a specific ticket will be displayed. This chart may assist with quick review of critical tickets and help find the solutions.
  • SLA With Critical First Shot / Solution Time / Reaction Time Fulfillment: These stack bar charts show Service Level Agreements, Operation Level Agreements, and/or Underpinning Contracts, the related tickets of which have the escalated first shot rate, solution, or reaction time. This chart may assist with quick review of critical agreements and help find the solutions.
  • Open Tickets / Closed Tickets (4 Weeks): This pie chart shows the number of problems, changes, and incidents that have been opened and closed during the last month. This chart may assist in defining, for example, tickets that still have not been processed.
  • Employees With Most Reported Incidents (4 Weeks): This pie chart shows the number of incidents reported per employee during the last month.
  • Employees With Most Open Incidents: This pie chart shows the number of incidents opened per employee.
  • Roles With Most Open Incidents / Problems / Changes: These pie charts show the user roles that open incidents, problems or changes most often, including the number of tickets. Typically, these roles are Incident Management, Problem Management, or Change Management, accordingly.

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