Support Dashboard

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Overview

The Support dashboard provides an overview of and access to Support Cases of the logged-on user created for the associated organization.

For this, two views, List View and Card Board, are available with slightly different features.

List View

Item	Name	Description
1	Search	The Search field can be used to search for a specific case, e.g., by entering the Case ID, Subject, or Account name.
2	Export Cases	The Export Cases button is available in the List View only. It enables you to download a comprehensive report of all or individual cases with all comments in Excel format. The report provides them with key case information such as Case ID, subject, description, type, assigned agent, status, priority, categories, as well as creation and update dates. The export considers applied filters and the selected sorting so that only the filtered cases will be exported. The feature is optimized for large case volumes and complies with data protection and security standards. In addition, you can export a single case from within the Case Details by clicking Export. See also article >> Exporting Cases.
3	Show Charts	Displays the following charts: Cases By Status This pie chart displays the cases from the columns sorted by Status. If you click on a certain status in the chart, the system displays the list of cases in this status. Cases By Priority This pie chart displays the cases from the columns sorted by Priority. If you click on a certain priority in the chart, the system displays the list of cases with this priority. Note: Completed cases are excluded here.
4	My Filters	If you saved individual filters, you can select them here to apply them whenever needed.
5	Create Case	This button enables you to create, for example, a support case via a one-page Case Creation form. On the Case Creation form, you can also switch to the Support Wizard which guides you step by step through the case creation process, if needed.
6	View	You can use the View button to adjust the number of entries that should be displayed on one page of the list. 10 entries per page 25 entries per page 50 entries per page
7	Sort By	You can sort the case list to either display the entries by Creation Date (Newest or Oldest first) Modified Date (Newest or Oldest first)
8	View As	You can switch the view of the case overview between the List view or the Card Board (Kanban).
9	Filters	The Filters tab enables you to filter the Cases displayed in the columns by the available filter criteria. You can select more than one value in one drop-down list. By Status By Reporter By Product By Case Type By Category By Case Priority By Case Creator Partners can filter for the cases that were created by the partner organization or by the customer in the case list view by using filter criterion "By Case Creator" and value "Partner". By Creation Range Define a custom creation date range for tickets using a calendar picker or choose from predefined date options: Today, Last 7 Days, Last 30 Days, Last 180 Days, Last 365 Days. The system will list all tickets that match the selected creation date range. By Resolution Range Define a custom resolution date range for tickets using a calendar picker or select from predefined date options: Today, Last 7 Days, Last 30 Days, Last 180 Days, Last 365 Days. The system will display all tickets that match the selected resolution date range. I am a watcher View all tickets where you are assigned as a Watcher
10	Case List	Displays the list of all available cases, depending on the applied filters.

Card Board View

Item	Name	Description
1	Search	The Search field can be used to search for a specific case, e.g., by entering the Case ID, Subject, or Account name
2	Show Charts	Displays the following charts: Cases By Status This pie chart displays the cases from the columns sorted by status. If you click on a certain status in the chart, the system displays the list of Cases in this status. Cases By Priority This pie chart displays the cases from the columns sorted by priority. If you click on a certain priority in the chart, the system displays the list of Cases with this priority. Note: Completed cases are excluded.
3	My Filters	If you saved individual filters, you can select them here to apply them whenever needed.
4	Create Case	Enables you to create a Case via a one-page Case Creation form. On the Case Creation form, you can also switch to the Support Wizard which guides you step by step through the case creation process.
5	View As	You can switch the view of the case overview between the List view or the Card Board (Kanban).
6	Filters	The Filters tab enables you to filter the Cases displayed in the columns by the available filter criteria. You can select more than one value in one drop-down list. By Status By Reporter By Product By Case Type By Category By Case Priority By Case Creator Partners can filter for the cases that were created by the partner organization or by the customer in the case list view by using filter criterion "By Case Creator" and value "Partner". By Creation Range Define a custom creation date range for tickets using a calendar picker or choose from predefined date options: Today, Last 7 Days, Last 30 Days, Last 180 Days, Last 365 Days. The system will list all tickets that match the selected creation date range. By Resolution Range Define a custom resolution date range for tickets using a calendar picker or select from predefined date options: Today, Last 7 Days, Last 30 Days, Last 180 Days, Last 365 Days. The system will display all tickets that match the selected resolution date range. I am a watcher View all tickets where you are assigned as a Watcher.
7	Kanban Board / Card Board	This Kanban Board displays the latest updated cases categorized into 4 fixed status columns. Open → Refers to cases that are currently in process on CGM site. This includes the following case statuses: Open In Process With Development Waiting for Upgrade Additional Information → Refers to cases for which we need feedback from your site in order to complete the case. Solution Provided → Refers to cases for which we have provided a solution. For those cases, you can verify the solution and accept it, if resolved. Completed → Refers to cases that have been completed. This includes the following case statuses: Completed Cancelled by customer Each column displays the 5 last updated cases per status column. That means, a maximum of 25 cases can be displayed in all columns. By clicking a Case in a column, the system navigates into the Case details. Via the Show More link, additional cases with the associated status can be displayed.