Skip to main content

Dashboards & Ticket Analytics

The Copilot handles any ticket visualization or data-analysis request — from a quick question about your ticket numbers to building persistent widgets on a custom dashboard. Describe the metric in plain language; the Copilot computes the live numbers, answers directly in chat, and offers a widget you can pin to a dashboard.

Dashboard page: /dashboard/logs

Ask about your tickets​

Any counting, breakdown, or distribution question is answered with your account's live ticket data:

"How many open tickets do we have right now?" "Show me a breakdown of this week's tickets by source." "How are unresolved tickets split across teams?" "How many tickets breached SLA in the last 7 days?"

The reply includes the current numbers, plus a widget draft that captures the same metric so you can keep watching it.

Create dashboard widgets​

A widget is a tile on a custom dashboard (under Logs → Custom Dashboard) showing either a count (a single number) or a distribution (a breakdown grouped by status, source, task, team, or agent). Every widget reads its tickets from a saved ticket view.

"Add a widget counting unresolved WhatsApp tickets for the returns team." "Create a dashboard tile showing open tickets by agent." "Make a widget for my 'SLA Breached' view grouped by team."

The Copilot either reuses one of your existing saved ticket views when its filters already match, or proposes a new saved view with exactly the filters you described — statuses, source, assignee, task, team, tags, SLA breach level, sentiment, date range, and more.

Review and add to a dashboard​

Widget drafts appear on a review card in the chat:

  • Live preview — the widget's current value (the count, or the top facets of the distribution) computed from your real tickets.
  • Filters summary — exactly what the backing view filters on, so you can verify before saving.
  • Title — editable inline before you add it.
  • Destination picker — choose one of your existing dashboards or create a new dashboard by name, right on the card. Nothing is saved until you click Add widget.

When you apply a draft, the Copilot creates the saved ticket view if a new one was proposed, creates the dashboard if you chose a new one, and appends the widget. Find the result under Logs → Custom Dashboard.

Notes​

  • Widgets and previews respect your ticket access: you only ever see counts for tickets you could open in the ticket list.
  • Widgets can only be added to dashboards you created (personal dashboards, or account dashboards you own).
  • A widget's saved view pins its own date range when one was requested; otherwise the widget follows the dashboard's global date picker.