Understanding the Agent Portal Home Page in BoldDesk
The My Dashboard page in the BoldDesk Agent Portal provides a centralized workspace for monitoring ticket activity, reviewing workload information, tracking customer satisfaction, and accessing AI-related insights. Depending on your organization’s enabled features and your permissions, you can switch between available dashboard views to review relevant ticket and performance information.
Use the dashboard selector at the top of the page to navigate between the available dashboards and views.
Dashboard Types
Use the dashboard selector at the top of My Dashboard to switch between the available dashboard types.
| Dashboard | Description |
|---|---|
| AI Agent | Opens the AI Agent Dashboard, which provides information about AI-handled tickets, actions, and performance for the last 30 days. |
| Human Agent | Opens the dashboard for reviewing ticket workloads, due tickets, customer satisfaction, approvals, pending activities, and ticket lists associated with human agents and groups. |
The available dashboard views and selectable agents or groups can vary depending on the signed-in agent’s permissions, group membership, subscription, and enabled BoldDesk features.
AI Agent Dashboard
The AI Agent Dashboard provides an overview of AI-related actions and performance for the last 30 days. It also organizes AI-handled tickets into categories so that agents can identify tickets that require attention or review.
Select AI Agent to open the AI Agent Dashboard.
The dashboard includes areas such as:
- AI Actions
- AI Performance
- HITL - Pending Approval
- Drafts to Review
- Auto Resolved
- Auto Replied
- Reopened
- Notes Added
For detailed information about the AI Agent Dashboard, including its metrics, ticket categories, and available actions, explore How to Use the AI Agent Dashboard in BoldDesk.
Human Agent Dashboard
Select Human Agent Dashboard from the dashboard selector to review ticket information associated with human agents and groups.
The Human Agent Dashboard provides workload statistics, customer satisfaction information, approval requests, pending activities, and ticket lists. The information displayed depends on the view selected within the dashboard.
Human Agent Dashboard Views
Use the view selector in the Human Agent Dashboard to determine the agent or group whose ticket information is displayed.
The following views may be available:
| View | Description |
|---|---|
| My Tickets | Displays tickets, workload statistics, and customer satisfaction information associated with the signed-in agent. |
| My Groups | Displays ticket information for a selected group to which the signed-in agent belongs. |
| Agent | Displays ticket information for the agent selected from the adjacent dropdown. |
Assigned Tickets
The Assigned Tickets section displays workload statistics based on the dashboard view currently selected.
For example:
- Selecting My Tickets displays statistics for the signed-in agent.
- Selecting My Groups displays statistics for the selected group.
- Selecting Agent displays statistics for the selected agent.
The following metrics are displayed:
| Metric | Description |
|---|---|
| Pending | Number of assigned tickets that require further action and are not in a completed status category. |
| On Hold | Number of assigned tickets in the Hold status category. |
| Resolution Due | Number of assigned tickets whose resolution due time has passed or falls within the current day. |
| Response Due | Number of assigned tickets whose response due time has passed or falls within the current day. |
The ticket counts are calculated for the dashboard view and agent or group currently selected.
Customer Satisfaction
The Customer Satisfaction widget displays customer rating information for the selected dashboard scope over the last 30 days.
The widget groups customer responses into the following sentiment categories:
| Sentiment | Rating |
|---|---|
| Positive | Rating of 4 or 5 |
| Neutral | Rating of 3 |
| Negative | Rating of 1 or 2 |
Each sentiment category displays:
- The percentage of responses in that category
- The corresponding number of rating responses
CSAT Score
The circular CSAT indicator displays the percentage of customer rating responses classified as Positive.
The CSAT score is calculated using the following formula:
CSAT Score = (Number of positive responses × 100) / Total rating responses
For example, if 8 out of 10 rating responses are Positive, the CSAT score is 80%.
When no rating responses are available for the selected dashboard scope and period, the widget displays a CSAT score of 0%.
Approvals and Pending Activities
The upper-right area of My Dashboard provides links and counts for approval requests and pending activities.
The following links may be displayed:
| Link | Description |
|---|---|
| Requested Approvals | Displays approval requests created or requested by the signed-in agent. |
| Pending Approvals | Displays approval requests awaiting action from the signed-in agent. |
| Pending Activities | Displays activities that are pending for the signed-in agent. |
Select a link to open the corresponding approval requests or activities.
For additional information, explore:
Ticket Details
The lower section of My Dashboard displays ticket lists organized into tabs.
The tabs available in this section depend on the selected dashboard view. Agent-based views may contain personal ticket categories, while group-based views display categories that apply to the selected group.
Ticket Detail Tabs
The following tabs may be displayed:
| Tab | Description |
|---|---|
| Pending | Displays assigned tickets that are not in a completed status category. |
| Response Due | Displays assigned tickets whose response due time has passed or falls within the current day. |
| Resolution Due | Displays assigned tickets whose resolution due time has passed or falls within the current day. |
| Created | Displays tickets created by the selected agent. |
| Requested | Displays tickets for which the selected agent is the requester. |
| Participated | Displays tickets in which the selected agent has participated. |
| Mentioned | Displays tickets in which the selected agent has been @mentioned. |
| Shared With Me | Displays tickets shared directly with the signed-in agent. |
| Shared With My Groups | Displays tickets shared with groups to which the signed-in agent belongs. |
| Watching | Displays tickets on which the selected agent is added as a watcher. |
| CC’d | Displays tickets on which the selected agent is included as a CC recipient. |
| Closed | Displays assigned tickets in the Closed status category. |
Not every tab is displayed in every dashboard view.
Personal tabs such as Created, Requested, Participated, Mentioned, Watching, and CC’d may appear in agent-based views. Group-based views display only the tabs applicable to the selected group.
Search and Filter Tickets
The ticket-list section provides controls for locating and filtering tickets within the selected dashboard scope.
Search by Title or ID
Enter a ticket title or ticket ID in the Search by Title or ID field to search within the currently selected ticket tab and dashboard view.
For example, when My Tickets and Pending are selected, the search returns matching tickets from the signed-in agent’s Pending ticket list.
Status Category Filters
Applicable ticket tabs provide status-category filters such as:
| Filter | Description |
|---|---|
| Pending | Displays tickets in the Pending status category. |
| Hold | Displays tickets in the Hold status category. |
| Closed | Displays tickets in the Closed status category. |
The available status filters can vary depending on the selected ticket tab and dashboard view.
Troubleshooting
A Ticket Created by Email Is Not Displayed Under My Tickets
Symptom: A ticket created by sending an email to a configured support address is not displayed under My Tickets on the dashboard.
Possible Causes
The ticket may:
- Be unassigned.
- Be assigned to another agent.
- Be assigned to a group but not directly to the signed-in agent.
- Not match the selected ticket tab.
- Not match the active status-category filter.
- Be outside the currently selected dashboard scope.
Resolution
- Locate the ticket from the Tickets module or by using the global search.
- Check the ticket’s agent and group assignments.
- Return to My Dashboard.
- Select the appropriate dashboard view:
- Select My Tickets if the ticket is assigned to the signed-in agent.
- Select My Groups and choose the appropriate group if the ticket is assigned to a group.
- Select Agent and choose the appropriate agent if the ticket is assigned to another agent.
- Select the applicable ticket tab.
- Review the active status-category filters.
- Search for the ticket using its title or ID.
A Group Is Not Available in the My Groups Dropdown
Confirm that:
- The signed-in agent belongs to the required group.
- The group is active.
- The signed-in agent has permission to access the group’s tickets.
Contact a BoldDesk administrator if access to the group is required.
An Agent Is Not Available in the Agent Dropdown
The agents available in the dropdown can depend on the signed-in agent’s permissions and ticket-access scope.
Contact a BoldDesk administrator if access to another agent’s dashboard information is required.
The CSAT Widget Displays 0%
A CSAT score of 0% may be displayed when:
- No customer rating responses were received during the last 30 days.
- No Positive responses were received.
- The selected agent or group has no applicable customer satisfaction responses.
- A different dashboard view, group, or agent is selected.
Confirm the selected dashboard view and review the response counts displayed under Positive, Neutral, and Negative.
Ticket Counts Differ Between My Tickets and My Groups
This is expected behaviour.
My Tickets displays ticket information associated with the signed-in agent. My Groups displays ticket information associated with the selected group.
A ticket’s assignment, status category, selected tab, and active filters determine whether the ticket is included in each view.
Some Ticket Tabs Are Not Displayed
The ticket tabs displayed on the dashboard depend on the selected view.
For example:
- My Tickets can display personal ticket relationships such as Created, Requested, Participated, Mentioned, Watching, and CC’d.
- My Groups displays only the ticket categories applicable to the selected group.
- Agent displays categories applicable to the selected agent.
- AI Agent opens a separate dashboard containing AI-related ticket categories.
Frequently Asked Questions
-
What information is displayed on My Dashboard?
My Dashboard displays assigned-ticket statistics, customer satisfaction data, due tickets, ticket lists, approval counts, and pending activities for the selected dashboard view. -
What is the difference between My Tickets and My Groups?
My Tickets displays ticket information associated with the signed-in agent.
My Groups displays ticket information for a selected group to which the signed-in agent belongs. -
What does the Agent view display?
The Agent view displays dashboard information for the agent selected from the adjacent dropdown.
The agents available for selection can depend on the signed-in agent’s permissions and ticket-access scope. -
What is the AI Agent Dashboard?
The AI Agent Dashboard provides an overview of AI-related actions, AI performance, and tickets processed or updated by the AI Agent. -
What does the Customer Satisfaction widget measure?
The Customer Satisfaction widget displays customer rating responses for the last 30 days.
Ratings are grouped as follows:- Positive: 4 or 5
- Neutral: 3
- Negative: 1 or 2
