Home Dashboard
Create and customize the Support Overview on the ClearFeed Home page.
Home is a landing page for Internal Helpdesk and External Helpdesk accounts. It opens the Support Overview, where you can combine reporting and Inbox data in one dashboard.
Use the Support Overview to monitor request volume, SLA health, team workload, AI Agent performance, and the requests or tickets your team needs to work on.
Open and set up the Support Overview
In the left sidebar, select Home. A dot appears on the Home entry until you first open it.
If a Support Overview has not been set up for the account, select Start with recommended cards.
ClearFeed creates a dashboard with the available recommended cards. You can then add, remove, or reorder cards to fit your team.
Only admins can access Home.
Choose a dashboard time range
The time range applies to every card on the Support Overview. By default, it is set to the last 30 days.
Select the time range in the dashboard header.
Choose Last 7 days, Last 30 days, Last 90 days, or Custom range.
For a custom range, select a start and end date, then select Apply range. A custom range can span up to 90 days.
Select Save to keep the new range, or Cancel to restore the saved range.
Cards reload for the selected range before you save it. This lets you review the dashboard before making the range permanent.
Add cards
Select Add card to open the two-step card picker.
You can add up to 30 cards, including more than one card from the same source.
The available card types depend on your Helpdesk edition:
Reports: Add a default metric card or a report saved in Insights. Default cards can include:
Requests Volume
Open Requests
Requests by Assignee
Avg First Response Time
Avg Response Time
First Response SLA Breach
CSAT Score
Sessions
Deflection Rate
Negative Feedback Sessions
The cards available to your account depend on its configuration. For example, SLA and CSAT cards appear only when those features are configured.
Requests: In External Helpdesk, add a default request view or a Custom View saved under Team's Views.
Tickets: In Internal Helpdesk, add a default ticket view or a Custom View saved under Team's Views.
Saved report cards stay linked to Insights. Request and ticket cards use their source view's filters; card entries are ordered by the most recent message.
Only shared reports and Custom Views under Team's Views appear in the card picker.
To add a new report card, first create and save the report in Insights.
To add a new request or ticket card, first create and save a Custom View under Team's Views in Views.
The card picker excludes personal saved reports and My Views. Make the report shared or save the Custom View under Team's Views before adding it to the Support Overview.
Edit the dashboard layout
Select Edit.
Drag a card by its handle to move it.
Select the remove icon on a card to remove it.
Select Save to keep your changes, or Cancel to discard them.
You can also use Add card while editing. Adding, removing, and reordering cards do not update the saved dashboard until you select Save.
Replace unavailable cards
A card source can become unavailable when its report or view is deleted or made private. ClearFeed shows that the card source is no longer available.
Remove the unavailable card, then add a replacement from the card picker.
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