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
Email	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