Dashboard & Reports

Monitor helpdesk performance at a glance with real-time dashboards, detailed statistics, CSV exports, and system logs.

Dashboard Overview

The Deskuss Dashboard provides a visual summary of your helpdesk activity. It is the default landing page for administrators and gives an instant snapshot of ticket volume, response trends, and workload distribution.

Accessing the Dashboard

Log in to the WordPress admin panel
Navigate to Deskuss → Dashboard
The dashboard loads with the default timeframe (Last Week)

Note: The Dashboard is visible to users with the All Access or Expanded access scopes (see Agents & Roles → Access Scopes). Users with the Limited scope see a department-scoped view; View only users see the dashboard in read-only mode.

Ticket Activity Chart

The centerpiece of the dashboard is the Ticket Activity line chart. This chart displays ticket volume over time, showing how many tickets were opened, answered, and closed during the selected timeframe.

Chart Metrics

Metric	Description
Opened	New tickets created during the period
Answered	Tickets that received a staff response
Closed	Tickets marked as resolved
Reopened	Closed tickets that were reopened by the client

Hover over any data point on the chart to see exact counts for that day, week, or month depending on the selected timeframe.

Tip: Use the chart to identify trends — for example, a spike in reopened tickets may indicate that responses are being closed prematurely without fully resolving the client's issue.

Configurable Timeframe

All dashboard statistics and charts update based on the selected timeframe. You can choose from four preset ranges:

Timeframe	Period	Best For
Last Week	Previous 7 days	Short-term trend analysis, spotting immediate issues
Last Two Weeks	Previous 14 days	Comparing week-over-week patterns
Last Month	Previous 30 days	Monthly performance review
Last Quarter	Previous 90 days	Long-term trend identification and quarterly reporting

Changing the Timeframe

Open the Dashboard at Deskuss → Dashboard
Locate the Timeframe selector in the top-right corner of the dashboard
Select one of the four preset options
All charts and statistics tables refresh automatically

Note: The timeframe selector applies globally to all dashboard widgets — the activity chart, department statistics, and agent statistics all use the same range.

Statistics by Department

The department statistics table breaks down ticket counts by department, giving managers a clear view of which teams are handling the most volume and where bottlenecks may exist.

Column	Description
Department	Name of the department
Open	Tickets currently awaiting a staff response
Answered	Tickets with a staff reply, awaiting client confirmation
Closed	Tickets resolved during the selected timeframe
Overdue	Tickets that have breached their SLA grace period

Reading the Table

Click any column header to sort the table ascending or descending
Overdue counts are highlighted in red when they exceed zero
The Total row at the bottom sums all department counts

Important: Departments with no ticket activity during the selected timeframe are hidden by default. Toggle "Show Empty Departments" in the table header to display them.

Statistics by Agent

Agent statistics show individual performance metrics, helping managers track workload and response efficiency across their team.

Column	Description
Agent	Name of the staff member
Open	Open tickets currently assigned to this agent
Answered	Tickets this agent has answered, pending client reply
Closed	Tickets this agent resolved during the timeframe
Overdue	Assigned tickets that are past their SLA deadline

Using Agent Statistics

Open Deskuss → Dashboard
Scroll to the Agent Statistics section
Sort by Overdue (descending) to identify agents who may need help with their workload
Sort by Closed (descending) to see your top performers
Use the data to inform staffing decisions and workload redistribution

Tip: Agent statistics only reflect tickets that are directly assigned to the agent. Tickets assigned to teams or departments that the agent belongs to are not counted here unless the agent is the assigned individual.

CSV Export

All tabular data on the Dashboard can be exported as CSV files for use in external reporting tools, spreadsheets, or business intelligence dashboards.

Exporting Data

Navigate to Deskuss → Dashboard
Select the desired Timeframe for the data you want to export
Scroll to the table you want to export (Department Statistics or Agent Statistics)
Click the "Export CSV" button above the table
Your browser downloads a .csv file with the current data

Exported CSV Format

Each CSV file includes:

Field	Example
Report Type	Department Statistics
Timeframe	Last Month (May 1 – May 31, 2026)
Generated	2026-06-04 14:32:00 UTC
Columns	Name, Open, Answered, Closed, Overdue

Note: CSV exports respect the current timeframe filter. If you switch the timeframe and export again, the new file includes data for the updated period only.

Tip: Import the CSV into Google Sheets, Excel, or any BI tool to create custom charts, pivot tables, and historical trend comparisons beyond what the built-in dashboard provides.

System Logs

System logs record important events, errors, and diagnostic information that help you troubleshoot issues and keep your helpdesk running smoothly.

Accessing System Logs

Log in to the WordPress admin panel
Navigate to Deskuss → System Logs
By default, the most recent 25 log entries are displayed

Log Entry Types

Type	Color	Description
Error	Red	Critical failures — failed email delivery, database errors, plugin conflicts
Warning	Yellow	Non-critical issues — deprecated features, configuration problems, near-limit conditions
Debug	Blue	Diagnostic information — hook executions, API calls, internal state changes

Log Filtering & Search

The System Logs screen provides robust filtering to help you find specific entries quickly.

Filter Options

Filter	Options
Log Type	Error, Warning, Debug — or All
Date Range	Today, Last 7 Days, Last 30 Days, or Custom date range
Keyword Search	Free-text search across log messages and metadata

Filtering Steps

Open Deskuss → System Logs
Use the Type dropdown to filter by log level
Set a Date Range to narrow results to a specific period
Enter keywords in the Search box to find specific messages
All filters can be combined — for example, show all Error logs from the Last 7 Days containing "email"

Pagination

Log entries are paginated with 25 entries per page. Use the pagination controls at the bottom of the log table to navigate through older entries. The total count of filtered entries is displayed above the table.

Caution: System logs can grow large over time. Consider periodically exporting and archiving older logs. Deskuss automatically purges Debug logs older than 30 days, but Error and Warning logs are retained indefinitely until manually deleted.

Feature Availability

All Dashboard & Reports features are included with every Deskuss plan. Here's what's available:

Feature	Availability
Ticket Activity Line Chart	All Plans
Department Statistics Table	All Plans
Agent Statistics Table	All Plans
Configurable Timeframes	All Plans
CSV Export	All Plans
System Logs Viewer	All Plans
Log Filtering & Search	All Plans
Advanced Charts (future)	Planned
Report Scheduling (future)	Planned

Coming Soon: Advanced Charts will add bar charts, pie charts, and trend comparisons. Report Scheduling will allow you to configure automatic weekly or monthly report emails delivered directly to your inbox.