Support dashboard template: what to track every week
A support dashboard template is a short checklist of the metrics to track and the order to review them so you build a habit. This page gives you that list and links to definitions and deeper guides. Use it weekly; adjust the exact KPIs to your team (e.g. add SLA if you have targets).
What belongs on a support dashboard
The support metrics dashboard hub defines the core set. In short:
- Volume — Ticket volume or ticket inflow this period vs last. Are we getting more or fewer tickets?
- Backlog — Backlog count and trend (and optional aging). Are we keeping up? See ticket backlog dashboard and Zendesk backlog report.
- First reply — First response time (median or average) this period vs last. Use business hours if you don’t work 24/7. See first reply time in Zendesk and how to report first reply time.
- Resolution — Resolution time this period vs last. See Zendesk resolution time report.
- Quality — Reopen rate (and optionally reopened tickets count) this period vs last. See ticket reopen rate.
- SLA (optional) — SLA compliance and breach risk if you have SLAs. See support SLA dashboard.
For the “why” and “what good looks like,” see support ops metrics and customer support dashboard.
Template checklist (copy and use)
Use this order every week (e.g. Monday 9am or Friday afternoon):
- [ ] Volume — This week vs last week. Up, down, or flat?
- [ ] Backlog — Count and trend. Growing or shrinking? Any aging bucket to focus on?
- [ ] First reply time — Median (or average) vs last period. Any segment slow?
- [ ] Resolution time — Average (or median) vs last period. Any segment slow?
- [ ] Reopen rate — Trend. Any segment with high reopens?
- [ ] SLA (if applicable) — Compliance and breach risk.
- [ ] One action — Pick one thing to fix or investigate and tie it to tickets (e.g. “backlog up in tag X → triage those tickets”).
For a 30-minute meeting agenda, see support ops metrics and customer support dashboard.
Weekly vs daily views
- Weekly — Full set above, same day each week. Good for most teams.
- Daily — If you’re close to capacity or in peak (e.g. ecommerce support metrics during holidays), add a short daily check: volume today, backlog now, first reply today. Keep the full review weekly.
Example layout (what to build)
Your actual dashboard (in Zendesk Explore or a Zendesk reporting tool) should have one widget or row per item above, with “this period vs last period” for each. For layout ideas, see Zendesk dashboard examples and Zendesk analytics dashboard. The critical addition: when a number is off, you can open the list of tickets that make up that number (e.g. backlog by tag, slow first-reply tickets).
Common mistakes
- Skipping comparison — Always show this period vs last so you see direction.
- No action — End with one concrete action tied to tickets.
- Too many metrics — Stick to this list; add more only when you have a clear use.
FAQ
Can I download this as a PDF or sheet?
Use the checklist above as a copy-paste template. For a full guide and agenda, see support ops metrics and customer support dashboard.
We don’t have SLA; do we need that row?
No. The template works with five areas (volume, backlog, first reply, resolution, reopens). Add SLA when you have targets.
Where do we get the data?
From Zendesk (Explore reports) or a Zendesk analytics dashboard / Zendesk reporting tool that pulls from Zendesk and gives you one view with drill-down to tickets.