Getting Started
Understanding Your Dashboard
The Support Station dashboard gives you real-time visibility into your support operations. Understand your team's performance, identify trends, and make data-driven decisions.
Dashboard Overview
When you log in, you'll land on your dashboard. It shows key metrics at a glance and provides quick access to all areas of Support Station.
Key Metrics
Open Tickets
The current number of tickets with Open or Pending status.
What it tells you:
- Your current workload
- Whether tickets are piling up
- If team is keeping up with volume
The trend indicator shows whether this number is increasing or decreasing compared to the previous period.
New Tickets
Tickets created in the selected time period.
What it tells you:
- Incoming support volume
- Trends over time
- Impact of releases or marketing
Use for: Capacity planning, identifying spikes, correlating with business events.
Resolution Rate
Percentage of tickets resolved in the time period.
What it tells you:
- Team effectiveness
- Whether you're keeping up
- Process efficiency
Healthy range: 85%+ typically indicates a healthy operation.
Average First Response Time
How long until a customer receives their first reply.
Industry benchmarks:
- Under 1 hour: Excellent
- 1-4 hours: Good
- 4-24 hours: Acceptable
- Over 24 hours: Needs improvement
Customer Satisfaction
Overall satisfaction based on customer ratings (Great, Okay, Bad).
What it tells you:
- Customer happiness
- Quality of support
- Areas needing improvement
Healthy range: 90%+ is excellent; under 80% needs attention.
Tickets by Channel
This chart breaks down where your tickets originate:
| Channel | Description |
|---|---|
| Widget | From your support widget |
| From email integration | |
| Slack | From Slack channels |
| API | Created via API |
| KB Chat | Escalated from AI chat |
| Internal | Created by your team |
Understanding your channel mix helps you optimize where to focus your support resources.
Tickets by Status
Distribution of current ticket statuses:
- Open - Being worked on
- Pending - Waiting on customer
- On Hold - Paused
- Resolved - Issue addressed
- Closed - Ticket complete
Watch for bottlenecks like too many Pending or stuck On Hold tickets.
Navigation
The sidebar provides access to all areas of Support Station:
Tickets
Your unified inbox for all customer conversations. Filter by status, assignee, team, or tags.
Customers
A directory of all customers who have contacted support. View their ticket history and details.
Knowledge Base
Create and manage your help center articles. This is also where you configure your KB settings and custom domain.
Analytics
Detailed reports on ticket volume, response times, satisfaction scores, and team performance.
Integrations
Connect Support Station with Slack, set up email integration, configure webhooks, and manage API keys.
Settings
Organization settings, team management, billing, and tags configuration.
Time Period Selection
Filter dashboard data by time period:
- Today - Current day's metrics
- Last 7 Days - Weekly view
- Last 30 Days - Monthly view
- Last 90 Days - Quarterly view
- Custom - Select specific date range
Compare periods to identify trends and improvements.
Team and Agent Views
Team Performance
If you have multiple teams, compare:
- Ticket volume per team
- Response times per team
- Satisfaction per team
Identifies which teams need additional support or resources.
Agent Performance
View individual agent metrics:
- Tickets handled
- Average response time
- Satisfaction scores
Use for coaching and recognition.
Quick Actions
From the dashboard, you can quickly:
- Create a new ticket using the "New Ticket" button
- Search for tickets using the search bar (search by customer email, subject, or ticket content)
- Access recent tickets from the activity feed
Using the Dashboard Effectively
Daily Check-In
Start each day by reviewing the dashboard:
- Check open ticket count
- Review overnight tickets
- Note any urgent issues
- Plan the day's priorities
Weekly Review
Analyze trends weekly:
- Compare to previous week
- Identify improving/declining metrics
- Note any anomalies
- Plan improvements
Monthly Analysis
Conduct deeper analysis monthly:
- Month-over-month comparisons
- Channel performance review
- Team and agent performance
- Goal setting for next month
Best Practices
Check Regularly
Make dashboard review a habit:
- Glance at start of day
- Deep dive weekly
- Report monthly
Don't Chase Single Metrics
Balance all metrics. Improving one shouldn't harm others:
- Fast responses shouldn't sacrifice quality
- High volume shouldn't hurt satisfaction
Context Matters
Metrics without context can mislead:
- A spike might be expected (launch day)
- A dip might be seasonal
- Compare to similar periods
Share with Your Team
Make metrics visible:
- Share wins (satisfaction up!)
- Discuss challenges (response time increasing)
- Celebrate improvements together
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