What does each dashboard counter show?

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Every counter on the dashboard is a count of tickets matching one condition. The numbers are recalculated each time the dashboard loads or is refreshed, so they always reflect current ticket status.

Availability	Free plan
Required role	Agent or customer, and an administrator controls both. Dashboards are enabled for agents by default and can be disabled per agent in the agent's profile. Customer access is granted by an administrator
Set-up needed	None. Counters appear as soon as tickets exist

What each counter shows

Counter	Counts
Resolved	Tickets marked Closed or Resolved.
Unresolved	Tickets still open, not yet marked Closed or Resolved.
Unassigned	Open tickets with no agent assigned.
Pending	Tickets paused or waiting - for example, awaiting customer input or third-party action.
Overdue	Tickets past their resolution deadline. A ticket is not counted as overdue while its SLA timer is paused.
Due Today	Tickets with a deadline falling within the current day.
Due Tomorrow	Tickets with a deadline falling on the next calendar day.

Why your numbers differ from a colleague's

Dashboard counters are specific to the person viewing them. Two people looking at the same dashboard at the same moment will often see different totals, and that is expected rather than a fault.

Who is viewing	What the counters include
Agent	Tickets assigned to them, plus unassigned tickets within their support groups.
Customer, where an administrator has granted access	Tickets they raised. Where company visibility is enabled, also tickets raised by colleagues in the same company.
Administrator or manager	All tickets within their permitted scope.

Which tickets are never counted

Four kinds of ticket are excluded from every dashboard counter automatically. You cannot include them:

• Deleted tickets
• Spam tickets
• Auto-reply tickets
• Default or placeholder tickets

If a total looks lower than you expect, this is the first thing to check.

How timezone affects Due Today and Due Tomorrow

Ticket deadlines are converted into the viewer's local timezone before Due Today and Due Tomorrow are calculated, so both reflect your actual working day rather than the server's. A colleague in another timezone can therefore see a different Due Today count for the same tickets.

When the numbers update

Counters are recalculated every time the dashboard is loaded or refreshed. They are not pushed live to an open page - if you have left the dashboard open, refresh it before acting on a number.

Each recalculation takes account of the viewer's access, current ticket status, SLA rules and any filters you have applied.

Find unassigned tickets

To work through tickets nobody owns, choose Unassigned in the Agent filter. Unassigned tickets also carry a red Unassigned label in the Agent column.

Related

Report summary tiles use a separate set of counters with their own definitions, including Closed within SLA, SLA Breach and average response times. See Report summary counters explained.