Agent Dashboard

The Agent Dashboard is the main workspace used by support agents inside JMS Help Desk.

This page gives a quick overview of:

Ticket activity
Support performance
Open requests
Ticket priorities
Daily workload

It helps agents stay organised and respond to support issues faster.

Performance Summary

At the top of the dashboard, JMS displays support performance cards.

These cards automatically update as tickets are created, updated, or resolved.

Avg Response Time

Shows the average time it takes for agents to respond to new tickets.

This helps teams measure how quickly support requests are acknowledged.

Resolution Time

Shows the average time required to fully resolve tickets.

This helps teams track support efficiency and issue handling speed.

Tickets Created

Displays the number of tickets created during the selected period.

This helps teams understand support demand and workload levels.

Tickets Resolved

Shows how many tickets were successfully completed and closed.

This helps measure overall support productivity.

Open Tickets

The Open Tickets section displays active support tickets that still require attention.

Each ticket includes:

Ticket ID → unique reference number for the ticket
Subject → short description of the issue
Priority → urgency level of the request
Status → current progress of the ticket
Updated → last activity date and time

This section helps agents:

Track ongoing work
Prioritise urgent issues
Monitor unresolved tickets
Respond to client requests efficiently

Ticket Priorities

JMS organises tickets by urgency level.

Urgent

Critical problems requiring immediate attention.

High

Serious issues affecting business operations.

Medium

Standard support requests and common issues.

Low

Minor issues or informational requests.

Priority levels help agents decide which tickets should be handled first.

Priority Breakdown

The Priority Breakdown panel shows the overall distribution of ticket urgency.

This section helps teams quickly see:

How many urgent tickets exist
Current support workload
Active ticket levels
Overdue ticket counts

Active Tickets

Tickets currently being worked on.

Overdue Tickets

Tickets that have passed their expected resolution time.

This helps teams identify delays and improve response management.

Ticket Volume Trend

The Ticket Volume Trend chart displays ticket activity over time.

This helps teams:

Identify busy support periods
Monitor workload trends
Detect unusual increases in ticket activity
Compare current activity with previous periods

Managers can use this information for planning and workload balancing.

The left menu provides access to Help Desk tools and support management sections.

Dashboard

Returns to the main support overview page.

All Tickets

View, search, and manage all support tickets.

Queues

Organise tickets into departments or support groups.

Reports

View ticket analytics and support performance reports.

SLA & Work Hours

Manage support deadlines, working schedules, and response targets.

Form Config

Customise ticket forms and required support fields.

Settings

Manage Help Desk system preferences and configurations.

Creating a New Ticket

At the bottom of the menu, JMS provides a New Ticket button.

To create a ticket:

Click New Ticket
Enter the issue details
Select a priority level
Save the ticket

Once created, the ticket becomes active in the Help Desk system for agents to manage and resolve.

Why the Agent Dashboard is important

The Agent Dashboard helps support teams:

Stay organised
Respond faster
Monitor support activity
Track unresolved issues
Manage workloads more effectively

It acts as the main operational workspace for daily support activities inside JMS.