The Helpdesk Dashboard provides a centralized overview of helpdesk operations, including key performance metrics, tickets closed, response and handling times, and SLA breach risks. It also displays weekly usage statistics for AI-powered features and provides an overview of essential helpdesk configurations, enabling you to monitor performance and access relevant settings from a single page.
How to access it
Log in to BIK with a admin, support manager or team lead account.
Click on Helpdesk in the left menu.
Navigate to Dashboard to open the Helpdesk Dashboard.
The dashboard is available to admins, support managers and team leads. Agents keep working from the inbox, which is still the page Helpdesk opens on for everyone.
Why should you use it?
To get the same picture before, you'd open Analytics for your AI numbers, filter the inbox to find unassigned or at-risk tickets, and open each settings page to check whether features like AI Spam filter or Smart labels were turned on.
With the dashboard, you can:
See what share of tickets your AI agent resolved and the time it saved, without opening a report
Spot tickets at risk of missing SLA, or waiting without an agent, before they pile up
Compare your team's response and handling times with your AI agent's
Check which Helpdesk features are active and how much they were used this week
Jump to the right setting or report in one click.
How to read the dashboard
The top banner displays your AI agent’s performance for the current week, showing two metrics: the percentage of tickets resolved by AI and the time saved by AI agents.
If your AI training progress is below 60%, a prompt will appear asking you to complete the training. Once your training progress reaches 60%, the weekly AI agent performance metrics will be available.
Click on View analytics to open the full Helpdesk analytics.
The four cards below it show your team's numbers.
Metric | What it means |
Tickets resolved by AI | Out of the tickets your AI agent handled, the percentage it closed on its own. |
Time saved by AI agents | The agent time saved this week, shown in hours and minutes. It's worked out by multiplying the tickets your AI resolved by your team's average handling time. |
Staff FRT | Your team's average first response time, in minutes, shown next to your AI agent's first response time. |
Staff AHT | Your team's average handling time per ticket, in minutes, shown next to your AI agent's handling time. |
SLA breach risk | The number of open tickets at risk of missing your SLA targets. |
Unassigned tickets | The number of open tickets without an assigned agent. Below it, you'll see how many tickets were closed today. |
Click on a card to see the tickets or report behind it:
Staff FRT and Staff AHT open the AI Impact report in Analytics
SLA breach risk opens your inbox filtered to tickets at risk of missing SLA
Unassigned tickets opens your inbox filtered to unassigned tickets
Helpdesk AI Copilot
This section provides an overview of the available AI-powered helpdesk features:
AI Writing Assistant
AI Spam Filter
Smart Labels
Each feature displays its usage or application count for the current week. You can use the Edit button to navigate to the respective feature's settings page and the Analytics button to access its corresponding analytics page.
Helpdesk Basics
This section provides an overview of essential helpdesk configurations:
Quick Replies & Macros
Ticket Forms
Assignment Logic and Working Hours
Load Balancer
Click the Edit button next to a configuration to navigate to its respective settings page, where you can view or modify the configuration.
Advanced features lists features for teams that want to go further, such as Knowledge base, Webforms, AI voice agent, Keyword search, and WhatsApp call recording and transcription.
Click on Set up now to get started.
FAQs
Can my agents see the Helpdesk Dashboard?
No. It's available to admins, support managers and team leads. Agents continue to work from the inbox.Will Helpdesk now open on the dashboard instead of the inbox?
No. Helpdesk still opens on your inbox. You can switch to the dashboard from there whenever you need it.Why don't I see the AI training section?
It only appears while your AI training is below 60%. Once you cross 60%, it's hidden from the dashboard.A feature shows as not active. How do I turn it on?
Click on the feature in its section. Helpdesk basics and AI Copilot features open their settings, and Advanced features open a page where you can set them up.Where can I see more detail than the dashboard shows?
Click on View analytics at the top of the dashboard, or click any card to open the report or inbox view behind it.
If you have any questions or need help, reach out to us at [email protected] or through the in-app chat.