{
  "agentscompany": 1,
  "id": "support-dashboard",
  "kind": "dashboard",
  "title": "Customer support",
  "description": "Tickets, first reply time, satisfaction, topics and the SLA at a glance.",
  "bots": [],
  "dashboards": [
    {
      "title": "Customer Support",
      "key": "support",
      "spec": "{\"title\":\"Customer Support\",\"subtitle\":\"Last 3 weeks · email, chat and Instagram DMs\",\"components\":[{\"type\":\"kpis\",\"items\":[{\"label\":\"Open tickets\",\"value\":87,\"delta\":-0.12,\"deltaLabel\":\"vs. last week\",\"good\":\"down\",\"trend\":[112,104,99,95,91,87]},{\"label\":\"First reply time\",\"value\":38,\"format\":\"duration\",\"delta\":-0.24,\"good\":\"down\",\"trend\":[61,55,52,47,42,38]},{\"label\":\"CSAT\",\"value\":0.92,\"format\":\"percent\",\"delta\":0.022,\"trend\":[0.88,0.89,0.9,0.9,0.91,0.92]},{\"label\":\"Tickets this week\",\"value\":1112,\"delta\":0.08}]},{\"type\":\"line\",\"span\":8,\"title\":\"Tickets per day\",\"x\":[\"2026-09-25\",\"2026-09-26\",\"2026-09-27\",\"2026-09-28\",\"2026-09-29\",\"2026-09-30\",\"2026-10-01\",\"2026-10-02\",\"2026-10-03\",\"2026-10-04\",\"2026-10-05\",\"2026-10-06\",\"2026-10-07\",\"2026-10-08\",\"2026-10-09\",\"2026-10-10\",\"2026-10-11\",\"2026-10-12\",\"2026-10-13\",\"2026-10-14\",\"2026-10-15\"],\"zero\":true,\"series\":[{\"name\":\"New\",\"data\":[155,166,153,157,139,132,145,144,170,174,141,155,142,130,169,167,168,166,142,150,150]},{\"name\":\"Solved\",\"data\":[149,163,153,160,145,126,142,144,173,180,135,152,142,133,175,161,165,166,145,156,144],\"color\":\"#4FDEA4\"}],\"events\":[{\"x\":\"2026-10-03\",\"label\":\"Fall sale\"}]},{\"type\":\"gauge\",\"span\":4,\"title\":\"SLA met\",\"value\":94.6,\"max\":100,\"label\":\"% replied within 1h (target 95)\"},{\"type\":\"hbar\",\"span\":6,\"title\":\"Tickets by topic · this week\",\"categories\":[\"Where is my order?\",\"Returns & exchanges\",\"Sizing questions\",\"Payment issues\",\"Damaged item\",\"Discount codes\"],\"series\":[{\"name\":\"Tickets\",\"data\":[312,198,141,87,52,44]}]},{\"type\":\"donut\",\"span\":6,\"title\":\"Tickets by channel\",\"data\":[{\"name\":\"Email\",\"value\":401,\"color\":\"#5DB0FD\"},{\"name\":\"Live chat\",\"value\":297,\"color\":\"#4FDEA4\"},{\"name\":\"Instagram DM\",\"value\":136,\"color\":\"#FD939B\"}]},{\"type\":\"table\",\"span\":12,\"title\":\"Recent conversations\",\"pageSize\":8,\"rowAction\":\"Open ticket {id}\",\"columns\":[{\"key\":\"id\",\"label\":\"Ticket\"},{\"key\":\"customer\",\"label\":\"Customer\"},{\"key\":\"subject\",\"label\":\"Subject\"},{\"key\":\"channel\",\"label\":\"Channel\"},{\"key\":\"waiting\",\"label\":\"Waiting (min)\",\"better\":\"min\"},{\"key\":\"agent\",\"label\":\"Agent\"},{\"key\":\"status\",\"label\":\"Status\",\"type\":\"badge\",\"tones\":{\"Solved\":\"good\",\"Pending\":\"warn\",\"Open\":\"warn\",\"SLA breached\":\"bad\"}}],\"rows\":[{\"id\":\"#20418\",\"customer\":\"Grace Miller\",\"subject\":\"Order #10582 still not shipped\",\"channel\":\"Email\",\"waiting\":74,\"agent\":\"Tom\",\"status\":\"SLA breached\"},{\"id\":\"#20417\",\"customer\":\"Ahmed Rahman\",\"subject\":\"Exchange sweater for size M\",\"channel\":\"Live chat\",\"waiting\":12,\"agent\":\"Julia\",\"status\":\"Open\"},{\"id\":\"#20415\",\"customer\":\"Chloe Martin\",\"subject\":\"Discount code FALL20 not working\",\"channel\":\"Instagram DM\",\"waiting\":25,\"agent\":\"Tom\",\"status\":\"Pending\"},{\"id\":\"#20412\",\"customer\":\"Lucas Brown\",\"subject\":\"Tote arrived with a torn strap\",\"channel\":\"Email\",\"waiting\":0,\"agent\":\"Ana\",\"status\":\"Solved\"},{\"id\":\"#20409\",\"customer\":\"Emma Wilson\",\"subject\":\"Can I change the delivery address?\",\"channel\":\"Live chat\",\"waiting\":0,\"agent\":\"Julia\",\"status\":\"Solved\"},{\"id\":\"#20406\",\"customer\":\"Noah Davis\",\"subject\":\"Charged twice for one order\",\"channel\":\"Email\",\"waiting\":41,\"agent\":\"Ana\",\"status\":\"Pending\"}]},{\"type\":\"feed\",\"span\":12,\"title\":\"Latest CSAT comments\",\"items\":[{\"source\":\"Live chat · Julia\",\"time\":\"12 min ago\",\"title\":\"Rated 5/5\",\"text\":\"Super quick exchange, new size ships tomorrow. Thanks!\",\"sentiment\":\"positive\",\"tags\":[\"returns\"]},{\"source\":\"Email · Tom\",\"time\":\"1 h ago\",\"title\":\"Rated 2/5\",\"text\":\"Took two days to hear back about my missing order.\",\"sentiment\":\"negative\",\"tags\":[\"shipping\"]},{\"source\":\"Instagram DM · Ana\",\"time\":\"3 h ago\",\"title\":\"Rated 4/5\",\"text\":\"Code worked after the fix, would have liked it sooner.\",\"sentiment\":\"neutral\",\"tags\":[\"discounts\"]}]},{\"type\":\"callout\",\"span\":12,\"tone\":\"info\",\"title\":\"\\\"Where is my order?\\\" is 37% of volume\",\"text\":\"Most of these come from the carrier delay in the Northeast. An automatic tracking e-mail on day 3 could deflect about **120 tickets a week**.\"}]}",
      "refresh": "Fill it with the real support tickets and conversations: volume, first reply time, satisfaction, topics and SLA.",
      "cron": "0 9 * * 1-5"
    }
  ]
}