Labels dashboard
The Labels dashboard counts your tickets by label: for every label, how many tickets created in a period carry it and how many of them are new, waiting within or past their deadline, still open or resolved. Tickets without a label get a row of their own. Teams that label tickets by topic, such as delivery questions, damaged items or pre-sale enquiries, use it to see which topics fill the week. Open it from DashboardLabels in the sidebar. A ticket with two labels counts in both rows, so the rows can add up to more than your number of tickets.
What you can do here
Section titled “What you can do here”- See which topics bring the most tickets. The Labels widget has one row per label, plus No Label, with six counts and a doughnut chart. Read the tickets per label · Labels
- Look at some accounts or marketplaces only. Two filters above the widget narrow every count. Narrow the counts to accounts or marketplaces
- Look at another period. Today, yesterday, the last 7, 30 or 90 days, or dates you pick. Choose the period
- Open the tickets of a label. Every count is a link to that label’s ticket list for the period. Open the tickets of a label · Ticket lists
- Arrange the dashboard for yourself. Resize or move the widget, or hide it and bring it back. Arrange the widget · How the dashboards count
The screen at a glance
Section titled “The screen at a glance”
What this screenshot shows
- Screen
- Labels (/dashboard/labels)
- Highlighted
- menuitem “Labels”, sidebar-left, selected. opens the Labels dashboard
- Also visible
- Filter by Account, Filter by Marketplace, Last 7 days, gear icon; Labels table: five label rows on page 1 of 2; doughnut chart of totals per label
- Purpose
- the Labels dashboard as it opens
| Region | What it shows | What you do there |
|---|---|---|
| Labels, in the sidebar under Dashboard | The fourth dashboard of the menu | Open the dashboard |
| Filters, top right | Filter by Account, Filter by Marketplace and the period button | Narrow the counts |
| Gear icon, top right | Turn ON Edit Mode and Manage Widgets | Arrange the widget |
| Labels table | One row per label and one for tickets without a label | Compare labels, open their tickets |
| Doughnut chart | Each label’s share of the totals | See which topic dominates |
The dashboard has one widget. For what every dashboard shares, such as periods and layouts, see How the dashboards count.
Read the tickets per label
Section titled “Read the tickets per label”The Labels widget lists every label that at least one ticket of the period carries, five rows to a page. Tickets with no label at all are counted in the row No Label.
| Column | What it counts, for tickets created in the period |
|---|---|
| Labels | The label’s name, or No Label |
| New | Tickets nobody has replied to yet and nobody has read |
| Within SLA | Open tickets with a priority, waiting for your reply, whose respond-by deadline has not passed |
| Overdue SLA | The same tickets whose respond-by deadline has passed |
| Not Resolved | Tickets that are not resolved |
| Resolved | Tickets that are resolved now |
| Total | All tickets with this label created in the period |
What is counted. Tickets created in the period, in their state now. Archived tickets are included; tickets of blocked customers and the welcome ticket are left out. A label without tickets in the period has no row.
Example. For the last 7 days, Pre-sale reads 2, 6, 1, 10, 9, 19: 19 new tickets were labelled Pre-sale, 9 of them are resolved and 10 are still open; 6 wait within their deadline, 1 is past it and 2 have been neither read nor answered.
The SLA columns look at the deadline as it stands now, and only tickets with a priority have one; see Ticket priorities and SLA. Point at a row and its slice stands out in the chart; point at a slice and its row is highlighted.
Narrow the counts to accounts or marketplaces
Section titled “Narrow the counts to accounts or marketplaces”-
Select Filter by Account above the widget. The list starts with Select all and then names your connected accounts.
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Tick one or more accounts. The widget reloads with only the tickets of those accounts.
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Use Filter by Marketplace the same way to keep only some marketplaces; both filters apply together.
What this screenshot shows
- Screen
- Labels (/dashboard/labels)
- Highlighted
- option “”, top-bar-right, enabled. limits the widget to that account
- Also visible
- Filter by Account open: Select all, then the six accounts; Labels table below
- Purpose
- filter the Labels dashboard by account
Example. Tick the Amazon account Northwind Electronics UK to see which topics Amazon customers write about; add northwind-electronics to compare with eBay. Clear the filter to count every account again.
Choose the period
Section titled “Choose the period”Select the period button, which reads Last 7 days when you open the dashboard, and choose a period under Select period, or a first and a last day under Or select custom dates. The widget reloads for that period.
What this screenshot shows
- Screen
- Labels (/dashboard/labels)
- Highlighted
- menuitem “Last 30 days”, top-bar-right, enabled. sets the period to the last 30 days
- Also visible
- Select period: Today, Yesterday, Last 7 days, Last 30 days, Last 90 days; Or select custom dates: Start date – End date
- Purpose
- choose the period of a dashboard
A period runs from the start of its first day to the end of its last day; Last 7 days starts seven days before today and includes today. The days are your local days: Replyco stores data in UTC and converts the dates you choose into UTC for the search. The dashboard opens with Last 7 days every time. When no ticket of the period matches, the table and the chart show No data....
Open the tickets of a label
Section titled “Open the tickets of a label”Every number in the table is a link. A number in a label’s row opens that label’s ticket list, filtered to the dashboard’s period and filters and to the column’s status, such as new, overdue or resolved tickets. A number in the row No Label opens All Tickets filtered to tickets without a label.
To create labels, change their colour or decide who may see them, see Labels. Rules can add labels as tickets arrive; see Rules for incoming tickets.
Arrange the widget
Section titled “Arrange the widget”Select the gear icon at the top right. Turn ON Edit Mode lets you move and resize the widget or remove it with its cross; Manage Widgets offers one tick box, Labels, to hide or show it. The layout is saved at once for your user only, and removing the only widget restores the default layout.
Every control, explained
Section titled “Every control, explained”Labels in the sidebar
Section titled “Labels in the sidebar”The sidebar, under Dashboard, between Channels and Users.
Opens the Labels dashboard. Shown only when an admin has ticked Labels among your dashboards; locked with Your subscription plan doesn't include this feature. Do you want to go on the billing page to unlock this feature? when your plan lacks Advanced Reporting.
Admins decide per user who sees these figures; see User permissions and roles.
Filter by Account and Filter by Marketplace
Section titled “Filter by Account and Filter by Marketplace”Above the widget, left of the period button.
Each opens a list with Select all first and one tick box per account or marketplace; several can be ticked. Empty means every account or marketplace. A change reloads the widget. The filters are not remembered when you leave the dashboard.
Topics differ between channels: returns dominate one marketplace, product questions another.
The period button
Section titled “The period button”Top right, left of the gear icon.
Opens the period menu with Today, Yesterday, Last 7 days, Last 30 days, Last 90 days and a custom range. Starts at Last 7 days on every visit.
Compare a normal week with a busy month without exporting anything.
The gear icon
Section titled “The gear icon”Top right, at the end of the header.
Offers Turn ON Edit Mode and Manage Widgets; changes are saved at once for your user.
Give the table more room when you have many labels.
The table and the chart
Section titled “The table and the chart”| Part | What it shows or does | Why |
|---|---|---|
| Info icon beside the title | Shows the distribution of tickets by label, broken down by status: New, Within SLA, Overdue SLA, Not Resolved, Resolved and Total. | Know what the widget counts |
| A count | A link to the label’s tickets for the period | Go from a number to the tickets |
| Paging | Appears when there are more than five rows | Reach the rest of your labels |
| Doughnut chart and legend | Each row’s share of the totals | See which topic dominates |
Who sees what
Section titled “Who sees what”| Part of the screen | What decides whether you see it |
|---|---|
| Labels in the sidebar | The dashboards ticked for your user on Access Rights in AdminUsers |
| The data, or a lock on the menu item | Advanced Reporting, which every current plan includes; see What each plan includes |
| Your layout | Only you |
What you need to know
Section titled “What you need to know”| Topic | Fact |
|---|---|
| What is counted | Tickets created in the period that carry the label, in their state now |
| Archived tickets | Included |
| Left out | Blocked customers’ tickets, the welcome ticket |
| Several labels | A ticket counts once in each of its labels’ rows |
| No label | One row for tickets without any label |
| Filters | Accounts and marketplaces, both multiple; not remembered |
| Default period | Last 7 days, not remembered |
| Links | Open the label’s tickets with the dates, the filters and the column’s status |
Frequently asked questions
Section titled “Frequently asked questions”Counting
Section titled “Counting”Why do the label totals add up to more than my number of tickets?
Section titled “Why do the label totals add up to more than my number of tickets?”A ticket with two labels counts once in each label’s row. The Labels dashboard counts tickets per label, not tickets overall. To count each ticket once, use the Channels dashboard under DashboardChannels, where every ticket belongs to exactly one account; see Channels dashboard.
Why can a label’s total be higher than its ticket list?
Section titled “Why can a label’s total be higher than its ticket list?”The Labels dashboard counts archived tickets created in the period, as the Channels dashboard does, but the label’s ticket list does not show archived tickets; you find them in Archive. That is why a label’s total can be higher than the tickets in its list. Both dashboards leave out tickets of blocked customers and the welcome ticket.
What does the row for tickets without a label count?
Section titled “What does the row for tickets without a label count?”Tickets created in the period that carry no label at all, with the same six counts as a label row. Selecting one of its numbers opens All Tickets filtered to tickets without a label, for the period of the dashboard.
Why is one of my labels missing?
Section titled “Why is one of my labels missing?”A label appears only when at least one ticket created in the period carries it, archived tickets included and blocked customers’ tickets excluded. Choose a longer period or clear the account and marketplace filters above the widget, and the label appears as soon as a matching ticket exists.
Using the dashboard
Section titled “Using the dashboard”Can I see the labels of one marketplace only?
Section titled “Can I see the labels of one marketplace only?”Yes. Open DashboardLabels, select the marketplace filter above the widget and tick the marketplace, for example Amazon. The table then counts only tickets of that marketplace. The account filter beside it works the same way, and both filters apply together.
Does changing a ticket’s labels change past figures?
Section titled “Does changing a ticket’s labels change past figures?”Yes. The Labels dashboard counts the labels each ticket carries now. Remove a label from a ticket and the ticket leaves that label’s row, also in past periods; add a label and the ticket joins its row if it was created in the period.
How do labels get onto tickets in the first place?
Section titled “How do labels get onto tickets in the first place?”Agents add labels by hand in the ticket list or in a ticket, and rules can add them automatically when tickets arrive. To create labels see Labels; to label tickets automatically see Rules for incoming tickets.
Access
Section titled “Access”Who can see the Labels dashboard?
Section titled “Who can see the Labels dashboard?”Every user for whom an admin has ticked Labels among the dashboards, on the Access Rights tab of the user in AdminUsers. The dashboard also needs Advanced Reporting, which every plan includes; see User permissions and roles.
Troubleshooting
Section titled “Troubleshooting”| Symptom | What to check |
|---|---|
| Labels is missing from the Dashboard menu | The dashboards ticked for your user on Access Rights in AdminUsers |
| The widget shows No data... | The account and marketplace filters, then the period; no ticket created in it matches |
| A label’s total is higher than its ticket list | Expected: the dashboard counts archived tickets, the list does not show them |
| The rows add up to more than the tickets you received | Expected: tickets with several labels count in each of them |
| A label you just created has no row | It has no ticket from the period yet; tickets labelled later still count if they were created in the period |