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Get a consolidated view of your varied helpdesk functions with dashboards in ServiceDesk Plus Cloud. Keep track of tickets, monitor SLAs, view planned changes, and manage your IT assets, all in one place. Drill down the graphs into every little detail by viewing the underlying data. Stay on top of your IT help desk operations from a single console, and increase your productivity multi-folds.
To view the dashboard, go to Home. The Dashboard tab is displayed by default.
Click the drop-title on the Dashboard Home page. You can view the available dashboard in the drop-down:
Get a detailed view of the total number of assets present in the application from the Asset dashboard. Get a count of IT and Non-IT assets present in the application along with the resources present at each site and region. Find the details about the state of assets, whether they are in use or in-store, and stay informed all the time.
Change Dashboard lets you keep a track of the changes in your application. You can view the changes in the applications based on their impact, priority, category, and type. You can also view the approved, unapproved changes by impact, priority, category, and type. You can also view the workflow of a pending change as a URL widget. To know more, click here.
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The problem dashboard helps you keep track of problem requests within the application. Find out the number of problem requests created based on their category, impact, urgency, or priority using widgets.
You can now add widgets such as Problems Without Update, Problems Overview, and Services Affected vs Status, etc.
You can have a detailed view of the projects in the application from this dashboard. You can view the projects based on their type, status. You can also keep a track of Estimated time/costs violated projects.
Get a bird's eye view of your purchase orders grouped by the vendor, status, due date, type, category, cost center, or GL code. You can also summarize the purchase data of a specific site or department. In addition, you can get a cursory report on your third-party vendors' on-time delivery performance. By offering key performance indicators and other metrics, these visual representations help you analyze the service provided by your third-party vendors and improve your business relationships.
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Contract Dashboard
Get a visual summary of the contracts you have with third parties, grouped by the vendor, cost, type, or status. You can also gather information about contracts from a specific site and keep tabs on contracts that are approaching expiry. The Contract Dashboard helps you track the status of your contracts in real-time, renew contracts proactively, gain insights on the contract distribution across vendors, and gather cost information.
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Release Dashboard
The release dashboard provides visual summaries of release data that help you track the key performance indicators (KPIs) and metrics of the release management at a glance. You can organize the release data in widgets based on stage-wise activities, status, downtime, and other critical information. Each widget can be customized on demand to display the data in a variety of visual graphs over different timelines.
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The Helpdesk dashboard gives you a summary of the status of various requests such as open, on-hold, overdue, etc. It facilitates you to have data based on technicians, category, priority level and mode of requests. Details regarding requests violating SLAs are made available alongside. The number of requests created or closed within the application in a particular day can also be known from these dashboards.
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A summary of the total number of software and licenses can be viewed from this dashboard. Get relevant information about managed, prohibited, unidentified software and rarely used licenses. Stay informed about the expired license agreements and agreements on the verge of expiring within a week or month. The dashboard has charts that represent compliance and software usage details and all in all, helps you plan your actions based on this information.
Copy dashboard option lets you copy any dashboard. You can copy an existing dashboard and customize the widgets in it as per your requirement.
Edit dashboard option allows you to edit a dashboard. You can use this option to add extra widgets, change the column count of the widgets, and edit the privacy settings of a dashboard. For more info on editing a dashboard, click here.
The New dashboard option allows you to add a new dashboard. You can use this option to create a dashboard to display data across different modules.
For more info on adding a new dashboard, click here.
You can configure dashboard settings like refresh frequency, filter data based on sites and groups, invoke fullscreen view, and enable SmartView.
and choosing your preferred frequency. and selecting Enable SmartView. The SmartView provides actionable details pop-up where you can view the details page of requests, problems, changes, projects, assets, contracts, and releases. To learn more, click here.
Zia Dashboard, a centralized interface, provides insights on how various Zia-powered features are being used within your ServiceDesk Plus Cloud. It provides a visual summary of the AI-driven features utilized in the application, organized into widgets across Predictive AI, GenAI, Solution Assist, Sentiment Analysis, and Zia Chatbot.
This dashboard helps administrators understand feature adoption, usage trends, and user engagement, enabling data-backed decisions to optimize service operations.
To access the Zia Dashboard, go to Home > Dashboards and select Zia Dashboard in the drop-down.
The widgets are organized in the Zia Dashboard as follows:
The Predictive AI Usage and Predictive AI Trend widgets under Predictive AI display data from the following features:
Category Prediction (Request)
Priority Prediction (Request)
Technician Prediction (Request)
Group Prediction (Request)
Skipped Request Reopens
Request Auto Close
In field prediction features, we track the number of times the field is auto-applied by Zia; suggestions are not tracked. Skipped Request Reopens refer to the number of times a request reopen is skipped by Zia's validation. Request Auto Close refers to the number of times a request is automatically closed by Zia. Both of these features can be configured in the Request Reopen Settings section under Setup > Advanced Portal Settings.
The usage count and vendor details of the following features are tracked and visualized in the GenAI Usage, GenAI Providers, and GenAI Usage Trend widgets:
Auto Approval
Ask ChatGPT
Asset Acknowledgement
Generate/Refine Text
Generate Reply
Solution/Code Generator
Microsoft Teams Integration
Conversation Summary
The GenAI Usage by Users widget lists each user’s total usage count and total token consumption across all GenAI providers. Provider-specific widgets are also available, such as ChatGPT Usage by Users, Azure OpenAI Usage by Users, and Zia (GenAI) Usage by Users. These widgets refer to the same data shown on the Usage Statistics pages in the ChatGPT and Azure OpenAI integration sections.
The Solution Assist features' usage stats are visualized in the Solution Assist Usage and Solution Assist Usage Trend widgets, covering the following features:
Zia Chatbot
Request Acknowledgement
The Zia Chatbot refers to the number of times Solution Assist content is retrieved in Zia chatbot conversations. The Request Acknowledgement refers to the number of times Solution Assist content is inserted into request acknowledgment emails (if "$SolutionAssist" is configured in the email template).
The following widgets offer a detailed view of conversation sentiments, showing the overall sentiment breakdown and how sentiments are distributed across technicians.
Sentiment Summary
Positive Sentiments
Negative Sentiments
Neutral Sentiments
Technician Sentiment Summary
The Zia chatbot usage stats shown on the Zia Chatbot Usage Stats page are also available in the Zia Dashboard through the following widgets:
Zia Action Invocations
Top 5 Zia Actions
Zia Actions Usage Stats
Blended Conversation Invocations
Top 5 Blended Conversations
Blended Conversations Usage Stats
Data Retention: The usage data will be retained for a maximum of 180 days.
Refresh Frequency: It can take up to 30 minutes for the real time usage data to reflect in the Zia Dashboard.
Access: Only the SDAdmin users can view the Zia Dashboard.
Region Restrictions: Solution Assist widgets are shown only for US-Enterprise customers. Zia Dashboard will not be visible in data centers that do not support GenAI or chatbot features (e.g., China, Japan).
Each widget on the Zia Dashboard offers the following actions to help you explore and analyze data more effectively:
Filter by Date or Timeframe
Use the date or timeframe filter to view data for a specific period, such as a days, week, month, or quarter.
Full-Screen View
Click the maximize icon to expand the widget and view its data in full screen.
Refresh Data
Use the refresh icon to update the widget with the latest available data.
Customize Chart Type
Click the chart icon to change the visual format of the widget. Available chart types include Pie, Line, Bar, Doughnut, Pyramid, Funnel, and more.