Widget Types in BoldDesk Custom Dashboards
Custom dashboards in BoldDesk allow teams to visualize helpdesk performance, service trends, ticket behaviors, and customer experience insights using flexible and powerful widgets. Each widget type serves a specific analytical purpose, enabling users to choose the format that best represents their data. This article provides an in‑depth overview of all available widget types, their capabilities, when to use them, and best‑practice guidelines.
1. Numeric Widget
A Numeric Widget displays a single aggregated value. It is designed for spotlighting key figures such as totals, averages, or percentages.
What It’s Best For
- Quick KPI snapshots
- High‑level reporting
- Dashboards requiring at‑a‑glance metrics
Supported Aggregations
- Count
- Sum
- Minimum
- Maximum
Common Use Cases
- Total tickets created today
- Number of unresolved tickets
- Average resolution time
- Total refunds or expenses processed
Advantages
- Clean and highly readable
- Perfect for “top‑of‑dashboard” summaries
- Ideal for executive and performance dashboards
2. Chart Widget
The Chart Widget provides visual data representation for trends, comparisons, or distributions. It supports a wide range of chart types suitable for different insights.
Chart Types
Below is a table describing each chart type in BoldDesk Custom Dashboard Chart Type Widgets.
| Chart Type | Description | Best Used For |
|---|---|---|
| Pie | Displays data as portions of a whole using circular slices. Each slice represents the percentage contribution of a category. | Showing proportional breakdowns (e.g., ticket categories, priority distribution). |
| Doughnut | Similar to Pie charts but with a hollow center, allowing better readability and optional display of totals in the middle. | Visualizing category proportions with additional space for KPI totals or labels. |
| Bar | Represents data using horizontal bars where the bar length indicates the value for each category. | Comparing values across categories when category names are long or numerous. |
| Column | Displays data using vertical bars, useful for showing value comparisons over time or across groups. | Time‑series comparisons, monthly ticket counts, trend analysis. |
| Pyramid | Uses tiered horizontal sections that decrease in size, representing hierarchical or staged data. | Visualizing progressive stages (e.g., ticket lifecycle drop‑off). |
| Funnel | Represents data that narrows progressively from top to bottom, similar to a sales or process funnel. | Highlighting stage‑to‑stage conversions, bottlenecks, or pipeline analysis. |
| Stacked Bar | Horizontal bars divided into segments representing subcategories within each main category. Total bar length shows combined value. | Showing category totals while highlighting contributions of subcategories. |
| Stacked Column | Vertical bars stacked with different segments, showing subcategory contributions to a total. | Comparing totals across time while also revealing composition breakdowns. |
| 100% Stacked Bar | Horizontal stacked bars normalized to 100%, showing percentage contributions rather than raw values. | Understanding proportional distribution when totals vary widely. |
| 100% Stacked Column | Vertical stacked bars normalized to 100%, emphasizing relative proportions of subcategories. | Percentage‑based comparisons over time or across groups. |
| Line | Plots data points connected by straight lines, illustrating trends, changes, and progressions over time. | Trend tracking (e.g., daily/weekly ticket volume, SLA compliance trends). |
Supported Aggregations
- Count
- Sum
What It’s Best For
- Identifying patterns and trends
- Comparing agents, categories, or priorities
- Visualizing performance changes over time
Common Use Cases
- Tickets created per day/week/month
- Distribution of tickets by category
- SLA compliance trends
- CSAT trends across months
Advantages
- Highly visual and intuitive
- Suitable for presentations and reports
- Supports drill‑down and interactive filtering
3. Table Widget
The Table Widget displays raw or structured records in a tabular format, making it suitable for in‑depth review or data inspection.
What It’s Best For
- Displaying detailed ticket or customer lists
- Auditing, validation, or data extraction
- Showing multiple attributes simultaneously
Capabilities
- Column selection and ordering
- Sorting and filtering
- Pagination for large datasets
- Export options (CSV/Excel depending on configuration)
Common Use Cases
- List of active or overdue tickets
- Tickets filtered by agent, priority, or category
- SLA violation logs
- Customer activity logs
Advantages
- Provides full visibility into granular data
- Ideal for analysts and operations teams
- Works well as supporting detail for charts or KPIs
4. Pivot Table Widget
The Pivot Table Widget is the most analytical widget type, enabling multidimensional grouping, summarization, and cross‑comparison of data.
What It’s Best For
- Advanced reporting
- Multi‑level comparisons
- Data exploration from many angles
Supported Aggregations
- Count
- Sum
Capabilities
- Drag‑and‑drop Rows, Columns, Values, Filters
- Summaries using COUNT & SUM
- Expandable/collapsible hierarchies
- Conditional formatting (if supported in environment)
Common Use Cases
- Tickets by Agent × Priority
- SLA breaches by Category × Month
- CSAT scores by Customer × Product
- Productivity by Team × Status
Advantages
- Highly flexible and interactive
- Great for decision‑makers needing deep insights
- Converts complex datasets into clear summaries
5. KPI Widget
The KPI Widget highlights performance indicators along with trend context. Unlike Numeric widgets, KPIs include visual cues that show direction of change.
What It’s Best For
- Performance tracking
- Goal measurement
- Trend comparison
Chart Types
- Card - A Card widget is a simple, high‑impact visualization used to display a single key metric.
- Bullet - A Bullet chart is a compact KPI visualization that compares a primary measure against targets and performance ranges.
- Gauge - A Gauge widget presents a KPI using a dial‑style or arc‑based visualization.
Supported Aggregations
- Count
- Sum
- Minimum
- Maximum
Capabilities
- Main value display
- Trend indicators (up/down arrows, percentages)
- Goal/target comparison
- Color coding (green, yellow, red)
Common Use Cases
- SLA achievement percentage
- CSAT improvement rate
- Ticket backlog trend
- First response time changes vs. last period
Advantages
- Context‑rich insights
- Ideal for leadership dashboards
- Enables fast detection of risks or improvements
Choosing the Right Widget: Quick Guide
| Purpose | Recommended Widget |
|---|---|
| Show a single summary value | Numeric |
| Visualize trends or comparisons | Chart |
| Display detailed records | Table |
| Analyze multi‑dimensional data | Pivot Table |
| Track performance with trends/goals | KPI |
FAQs
1. Can I combine multiple widget types in the same dashboard?
Yes. BoldDesk allows mixing any number of widget types on a single dashboard, enabling multilayered insights.
2. Are all widgets real‑time?
Custom dashboard widget data refreshes based on configured update intervals. Some dashboards support manual refresh as well.
3. Can I apply filters that affect all widgets at once?
Yes. Global filters (if enabled) can apply overarching conditions like date range, category, or agent.
4. Which widget should I use for SLA analysis?
- Numeric: Total SLA breaches
- Chart: SLA trend over time
- Pivot Table: SLA breaches by team, category, or priority
- KPI: SLA compliance rate
5. Are these widget types customizable?
Absolutely. Most widgets allow customization of fields, filters, colors, labels, formats, and aggregation options.
