New: Support Health Dashboard for admins

The Support Health Dashboard is now available at Support → Dashboard. It gives SUPER_ADMIN a single operational view of the support system without having to jump between the ticket list, analytics page, SLA settings, and Knowledge Base separately.

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What the dashboard shows

KPI summary cards

Six headline numbers across the top of the page:

Cards turn amber or red when numbers cross meaningful thresholds, so problems are visible at a glance.

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SLA health

A set of progress bars shows the distribution of active tickets across four SLA states:

• On track — within the first third of the SLA window
• Watch — past the one-third mark
• Aging — past two-thirds, approaching the threshold
• Overdue — past the SLA threshold

Each bar shows the percentage of active tickets in that state. This makes it immediately clear whether the current queue is healthy or needs attention.

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Response state breakdown

A count of every active and recent ticket by response state — Needs Response, Waiting on Customer, No Action Needed, Closed — alongside a priority mix tile showing how many tickets are at each priority level (Low / Normal / High / Urgent).

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Open tickets by category

A compact table listing every category that currently has open tickets, sorted by volume. Categories with overdue tickets show the overdue count highlighted in red.

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Satisfaction summary

A 30-day snapshot showing average rating, positive rate (4–5 stars), total ratings received, and a count of low ratings (1–2 stars). The low-rating count turns red when non-zero.

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Knowledge Base effectiveness

A panel covering three things:

1. Published article count and overall helpful rate — how much content exists and whether it's landing
2. Deflection rate — the percentage of KB interactions that end without a ticket being opened
3. Top deflecting articles — the articles most frequently credited with preventing a ticket
4. Articles needing improvement — published articles with high view counts but low helpful ratings

This gives a direct read on whether the Knowledge Base is reducing support load or whether specific articles need attention.

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Last 7 days trend

A lightweight trend panel showing tickets created, tickets resolved, resolution rate percentage, and average calendar resolution time for tickets closed in the past week.

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Navigation

The dashboard is the first tab in the admin support navigation bar:

Dashboard · Tickets · Analytics · Macros · SLA Settings · Knowledge Base

All admin support pages share this navigation so you can move between views without going back to the main admin panel.

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Available on Pro

The Support Health Dashboard is available to SUPER_ADMIN users on the Pro plan. Individual support ticket management, SLA configuration, and Knowledge Base management remain available regardless of plan.