Dashboard examples for support ops
Good support dashboards focus on the metrics that change decisions: volume, backlog, first reply time, resolution time, reopen rate, and—if you have them—SLAs. This guide gives concrete examples of what to include and what to avoid so your dashboard is practical, not decorative.
What to include (support health)
Row 1: Volume and backlog
- Ticket volume this period vs last period (e.g. bar or number + % change).
- Backlog count and trend (e.g. line chart or number + trend).
- Optional: backlog aging (e.g. 0–24h, 24–48h, 48h+) so you see where tickets are stuck.
See ticket backlog dashboard and Zendesk backlog report for how to build and read these.
Row 2: Speed
- First reply time (median or average) this period vs last; use business hours if you don’t work 24/7.
- Resolution time (average or median) this period vs last.
See first reply time in Zendesk and Zendesk resolution time report.
Row 3: Quality and SLA
- Reopen rate (and optionally reopened ticket count) this period vs last.
- SLA compliance (and breach risk if you have SLAs). See support SLA dashboard.
Each metric should link or drill to the underlying tickets when something is off. For the full list of KPIs and links to guides, see support metrics dashboard.
Example layout (conceptual)
| Volume (vs last week) | Backlog (count + trend) | First reply (median) | Resolution (avg) | Reopen rate | SLA |
|---|---|---|---|---|---|
| +12% | 47 ↑ | 3.2h ↓ | 18h → | 4% → | 98% |
Below: optional breakdowns (e.g. by group or tag) and a way to open the ticket list for any segment. That’s a support-health dashboard: one row of key numbers, comparison to last period, and a path to tickets.
What to avoid (vanity charts)
- Too many charts — Dozens of visuals get ignored. Prefer 5–7 key numbers.
- No comparison — A single number (“47 open tickets”) is hard to interpret. Always show vs last period.
- No drill-down — When backlog or first reply spikes, you need to see the tickets. Charts that don’t link to ticket lists limit action.
- Decorative dimensions — Only add breakdowns (by tag, group, channel) that you’ll actually use for triage or staffing.
“What to include” checklist
- [ ] Volume (this period vs last).
- [ ] Backlog (count + trend; optional aging).
- [ ] First reply time (median or average; business hours if relevant).
- [ ] Resolution time (average or median).
- [ ] Reopen rate (and optionally count).
- [ ] SLA compliance (if you have SLAs).
- [ ] Path from each metric to the underlying tickets (or filtered view).
For a downloadable or copy-paste template, see support dashboard template. For a full guide on building the habit, see customer support dashboard and support ops metrics.
Zendesk-specific examples
If you build in Zendesk Explore, you’ll have separate reports for each metric; the “example” is the set of reports you put on one dashboard and the order you review them (volume → backlog → first reply → resolution → reopens → SLA). For a ready-made view that pulls from Zendesk and links to tickets, see Zendesk analytics dashboard and Zendesk Explore alternative.
FAQ
How many widgets should we have?
Enough to cover the six areas above (or five if you don’t have SLAs). One widget per metric is enough; you can add one extra per area for a breakdown (e.g. backlog by tag) if you use it.
Should we use tables or charts? **
Tables (number + trend) work well for the main row; line charts for backlog and first reply over time can help. Avoid charts that don’t add information (e.g. a pie chart of one number).
Where do we get more examples?
The support metrics dashboard hub and the linked guides (backlog, first reply, resolution, reopens, SLA) define what each metric is and how to report it; this page is about layout and what to include. Combine both for your own examples.