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The ConnectWise Manage Service Board in the MSPbots app gives a glimpse of how the support or customer service of your MSP is doing. A dashboard of several widgets, this service board has a Board Name slicer from which users can filter the reports that they want to appear in the dashboard.
Here are some examples of widgets on the service board.
Dashboard showing card number
A dashboard showing several widgets depending on the selected Board name. See below details
Widgets
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| Widget | Description |
|---|---|
| Opened Today |
| Displays the number of opened tickets today |
...
| , excluding canceled tickets |
| Closed Today |
...
| Displays the number of closed tickets today |
| Assigned |
...
| Displays the number of tickets with |
...
| assigned resource/s |
| Unassigned |
...
| Displays the number of tickets with no assigned resource/s |
| Stale |
...
| Displays the number of tickets with no updates within the last 7 days | |
| Open Tickets by Type |
...
...
| Pie chart showing the breakdown of open tickets by type, i.e., Software, Network, Backup, Accounting, etc. |
| Open Tickets |
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| Displays the number of open tickets for the last 14 days with the status |
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| Assigned, Complete, In-Progress, New, On-Hold, and Reopened |
| New Tickets |
...
...
| Displays the number of new tickets for the last 14 days |
| Waiting on Customer |
...
| Displays the number of tickets with the status Waiting on Customer for Service Desk |
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| board for the last 14 days |
| MTTR* vs HD Implementation |
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| A line |
...
| trend widget showing the total number of continuum tickets and average time to resolution |
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| values in the last |
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| 60 days |
| Kill rate % this week |
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| Displays the average rate to resolve ticket issues for the current week |
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| Average time to resolution this week |
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| Displays the average time in hours to resolve ticket issues for this week |
...
| All Billable Hours |
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| Displays the total billable hours for the month to date |
*MTTR - Mean Time to Repair is the average time it takes to detect an issue, diagnose the problem, repair the fault, and return the system to being fully functional.
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