How to Create and Manage Custom Dashboards in BoldDesk

Custom dashboards provide a powerful way to view all your key performance metrics in one place, including ticket statuses, team performance, response times, and customer satisfaction scores. By organising this data in a single view, you can gain valuable insights and make data-driven decisions. With a personalised dashboard, you can enhance efficiency and productivity across your support team by leveraging these insights. The following are the various features and options associated with custom dashboards

1. Creating a dashboard
2. Editing a dashboard
3. Deleting a dashboard

Creating a Dashboard

To create a new dashboard, follow the given steps:

1. In the agent portal, click the Reports module and click the Create Dashboard button.
   

   

2. Enter the dashboard name, viewer, and editor access scope. Description and Category are optional fields.
   

   

3. Enable Auto Refresh and set the interval (15–60 mins) to keep data up-to-date automatically.
   

   

4. Click the Create button to create the dashboard.

Editing Dashboard Settings

Use the Edit Settings option to configure dashboard-level settings such as Name, Description, Auto Refresh, Access Scope, and Category.

Steps:

1. From the same kebab menu (⋮), select Edit Settings.
   
   
2. In the Edit Settings dialog, you can:
   • Update Name, Description, Auto Refresh, Access Scope, and Category.
   • Optionally, enable Auto Refresh and set an interval (15–60 minutes) to keep your dashboard data updated automatically without manual intervention.
3. Click Update to save the changes.
   
   

Editing Dashboard (Widgets and Layout)

Use the Edit Dashboard option when you want to add new widgets, edit existing widgets, or customise the layout.

Steps:

1. Navigate to Reports > Dashboards.

2. Locate the dashboard you want to edit.

3. Click the kebab icon (⋮) next to the dashboard name and select Edit Dashboard.
   

   

4. The dashboard opens in Edit mode, where you can:

   • Add new widgets.
   • Edit existing widgets.
   • Resize and reposition widgets.

5. After making changes, switch to View mode to review the updated dashboard.
   

   

Deleting a Dashboard

You can delete a dashboard in the following ways:

1. Delete by Dashboard Owner
2. Delete using the Manage Dashboard view

Delete by Dashboard Owner

1. Click the kebab icon (⋮) and select Delete Dashboard to delete the dashboard.
   

   

2. Click the Delete button in the Delete Dashboard dialog.
   

   

Delete using the Manage Dashboard view

1. Click on the Manage Dashboard view
2. Click the kebab icon (⋮) and select Delete Dashboard to delete the dashboard.
   
   
3. Click the Delete button in the Delete Dashboard dialog.
   
   

Frequently Asked Questions (FAQ)

1. What are custom dashboards in BoldDesk?

Custom dashboards allow you to view key performance metrics such as ticket statuses, team performance, response times, and customer satisfaction scores in one place. They help you make data-driven decisions and improve team efficiency.

2. Who can access custom dashboards?

Custom dashboards are available exclusively to users subscribed to the Enterprise plan.

3. How do I create a custom dashboard?

To create a dashboard:

• Go to Reports > Dashboards.
• Click Create Dashboard.
• Enter the dashboard name, viewer/editor access scope, and optional fields like description and category.
• Enable Auto Refresh (optional) and set an interval between 15–60 minutes.
• Click Create.

4. What is Auto Refresh and how does it work?

Auto Refresh automatically updates dashboard data at regular intervals without manual intervention.

• Available only for custom dashboards.
• Can be enabled during dashboard creation or by editing settings.
• Interval range: 15–60 minutes.
• Works only when the dashboard page is open, active, and in primary focus. Switching tabs resets the timer.

5. How do I edit a dashboard?

Use Edit Dashboard to:

• Add new widgets.
• Edit existing widgets.
• Resize and reposition widgets.

Use Edit Settings to:

• Update dashboard-level configurations like Name, Description, Access Scope, Category, and Auto Refresh.

6. Can I delete a dashboard?

Yes. You can delete a dashboard:

• From the kebab menu (⋮) using Delete Dashboard.
• From the Manage Dashboard view (requires Manage Custom Dashboard permission).

Note: Only the dashboard owner can delete it in other views. Deleting a dashboard also deletes its associated widgets.

7. What happens if I delete a dashboard?

All widgets associated with that dashboard will also be deleted permanently.

8. Can I manage dashboards created by other agents?

Yes, if you have the Manage Custom Dashboard permission. You can view and delete dashboards from the Manage Dashboard view.

Related Articles:

1. How to Create and Manage Custom Widget?
2. An Overview About Reports and Dashboards Available in BoldDesk