Work your tickets from the dashboard

Five widgets put Ärenden on the dashboard. Add them like any other widget (Change what your dashboard shows); they are listed when your workspace has Ärenden 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

Mina ärenden lists the unresolved tickets assigned to you, nearest deadline first. In the widget's settings, tick Ta med mitt teams ärenden 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 för ärenden 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.

Väntar på oss 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 Ärenden page.

Svarstid och lösningstid 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.

Nya mot lösta 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 Mina ärenden 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 Översikt.
2. 2In Mina ärenden, Frister för ärenden or Väntar på oss, 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 Nytt ärende button (the plus) at the top of a ticket list widget.
2. 2Fill in the form, which is the same one as on the Ärenden page (Create a ticket). From Mina ärenden it starts assigned to you.
3. 3Save. The confirmation offers to open the new ticket.