Work your tickets from the dashboard

Five widgets put Supportsager on the dashboard. Add them like any other widget (Change what your dashboard shows); they are listed when your workspace has Supportsager and your role can open that page. To get all of them at once, start a new dashboard from the Support template.

The five widgets

Mine sager lists the unresolved tickets assigned to you, nearest deadline first. In the widget's settings, tick Medtag mit teams sager to also see the tickets owned by your teams and the ones assigned to your teammates. Each person decides this for their own widget.

Frister på sager shows how many unresolved tickets are past their deadline and how many fall due soon, with the tickets themselves below, the oldest miss on top. A ticket's deadline is whichever comes first: the due date set on it, the first-response deadline while nobody has answered, or the resolution deadline. Choose in the settings how many days count as soon.

Venter på os lists the unresolved tickets where the customer wrote last and nobody has answered yet, longest wait first. It is the same list as the awaiting tab on the Supportsager page.

Svartid og løsningstid shows the average time to the first answer and to resolution for the chosen period, how that compares with the period before, and a bar per week underneath. Only tickets that came in from customers count towards the first answer, and imported history is left out.

Nye mod løste shows new and resolved tickets side by side for each week, and how many are unresolved right now. When new outruns resolved week after week, the queue is growing.

All but Mine sager follow the dashboard's choice of people or teams, so a team lead can point them at one team.

Change a ticket without leaving the dashboard

1. 1Open Overblik.
2. 2In Mine sager, Frister på sager or Venter på os, find the ticket.
3. 3Click its status to pick another one.
4. 4Click the face or name on the right to assign it to someone else, or to remove the assignee.
5. 5Click the date to set or change its due date. The date shows when the widget is wide enough.

The change shows straight away and is saved on the ticket. A ticket you solve or hand to someone else leaves the lists it no longer belongs in. Click anywhere else on the row to open the ticket.

Create a ticket from the dashboard

1. 1Click the Ny sag button (the plus) at the top of a ticket list widget.
2. 2Fill in the form, which is the same one as on the Supportsager page (Create a ticket). From Mine sager it starts assigned to you.
3. 3Save. The confirmation offers to open the new ticket.