The ConnectWise Manage Service Board in the MSPbots app gives a glimpse of how the support or customer service of your MSP is doing. A dashboard of several widgets, this service board has a Board Name slicer from which users can filter the reports that they want to appear in the dashboard.
Here are some examples of widgets on the service board.
Widget | Description |
---|---|
Opened Today | Displays the number of opened tickets today, excluding canceled tickets |
Closed Today | Displays the number of closed tickets today |
Assigned | Displays the number of tickets with assigned resource/s |
Unassigned | Displays the number of tickets with no assigned resource/s |
Stale | Displays the number of tickets with no updates within the last 7 days |
Open Tickets by Type | Pie chart showing the breakdown of open tickets by type, i.e., Software, Network, Backup, Accounting, etc. |
Open Tickets | Displays the number of open tickets for the last 14 days with the status Assigned, Complete, In-Progress, New, On-Hold, and Reopened |
New Tickets | Displays the number of new tickets for the last 14 days |
Waiting on Customer | Displays the number of tickets with the status Waiting on Customer for Service Desk board for the last 14 days |
MTTR* vs HD Implementation | A line trend widget showing the total number of continuum tickets and average time to resolution values in the last 60 days |
Kill rate % this week | Displays the average rate to resolve ticket issues for the current week |
Average time to resolution this week | Displays the average time in hours to resolve ticket issues for this week |
All Billable Hours | Displays the total billable hours for the month to date |
*MTTR - Mean Time to Repair is the average time it takes to detect an issue, diagnose the problem, repair the fault, and return the system to being fully functional.