Agent Dashboard
The Agent Dashboard is the main workspace for support agents in JMS Help Desk.
It provides a quick overview of:
- Ticket activity
- Support performance
- Open requests
- Ticket priorities
- Daily workload
The dashboard helps agents stay organized, identify urgent work, and respond to support requests efficiently.
Performance Summary
Section titled “Performance Summary”At the top of the dashboard, JMS displays support performance cards.
These cards update automatically as tickets are created, updated, resolved, or closed.
Avg Response Time
Section titled “Avg Response Time”Shows the average time it takes for agents to respond to new tickets.
This helps the support team measure how quickly new requests are acknowledged.
Resolution Time
Section titled “Resolution Time”Shows the average time required to fully resolve tickets.
This helps the support team monitor efficiency and issue-handling speed.
Tickets Created
Section titled “Tickets Created”Shows the number of tickets created during the selected period.
This helps the team understand support demand and current workload levels.
Tickets Resolved
Section titled “Tickets Resolved”Shows the number of tickets that were successfully resolved during the selected period.
This helps the team measure overall support productivity.
Open Tickets
Section titled “Open Tickets”The Open Tickets section displays active support tickets that still require attention.
Each ticket includes:
- Ticket ID: The unique reference number for the ticket.
- Subject: A short description of the issue.
- Priority: The urgency level of the request.
- Status: The ticket’s current progress.
- Updated: The date and time of the latest activity.
Use this section to:
- Track ongoing work.
- Prioritize urgent issues.
- Monitor unresolved tickets.
- Respond to client requests efficiently.
Ticket Priorities
Section titled “Ticket Priorities”JMS organizes tickets by urgency level.
Priority levels help agents decide which tickets should be handled first.
Urgent
Section titled “Urgent”Critical problems that require immediate attention.
Serious issues that affect business operations.
Medium
Section titled “Medium”Standard support requests and common issues.
Minor issues or requests for information.
Priority Breakdown
Section titled “Priority Breakdown”The Priority Breakdown panel shows how open tickets are distributed across the different priority levels.
It helps the support team quickly identify:
- The number of urgent tickets.
- The current support workload.
- Active ticket levels.
- Overdue ticket counts.
Active Tickets
Section titled “Active Tickets”Tickets that are currently being worked on.
Overdue Tickets
Section titled “Overdue Tickets”Tickets that have passed their expected resolution time.
This information helps the support team identify delays and improve response management.
Ticket Volume Trend
Section titled “Ticket Volume Trend”The Ticket Volume Trend chart displays ticket activity over time.
Agents and managers can use this chart to:
- Identify busy support periods.
- Monitor workload trends.
- Detect unusual increases in ticket activity.
- Compare current activity with previous periods.
- Plan resources and balance workloads.
Left Navigation Menu
Section titled “Left Navigation Menu”The left navigation menu provides access to the main Help Desk tools and management sections.
Dashboard
Section titled “Dashboard”Returns to the main Agent Dashboard.
All Tickets
Section titled “All Tickets”View, search, and manage all support tickets.
Queues
Section titled “Queues”Organize tickets into departments or support groups.
Reports
Section titled “Reports”View ticket analytics and support performance reports.
SLA & Work Hours
Section titled “SLA & Work Hours”Manage response targets, resolution deadlines, and working schedules.
Form Config
Section titled “Form Config”Create and manage request forms and their fields.
Settings
Section titled “Settings”Manage departments, categories, agents, workflows, ticket statuses, and other available Help Desk settings.
Creating a New Ticket
Section titled “Creating a New Ticket”The New Ticket button appears at the bottom of the left navigation menu.
To create a new ticket:
- Click New Ticket.
- Select the appropriate request form.
- Enter the required issue details.
- Select a priority level if the option is available.
- Submit the ticket.
After the ticket is submitted, it becomes available in JMS Help Desk for agents to manage and resolve.
Why the Agent Dashboard Is Important
Section titled “Why the Agent Dashboard Is Important”The Agent Dashboard helps support teams:
- Stay organized.
- Respond to requests faster.
- Monitor support activity.
- Track unresolved issues.
- Identify overdue tickets.
- Manage workloads more effectively.
It serves as the main operational workspace for daily support activities in JMS Help Desk.