Facilio DocsHelpdesk Guide
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04Everyday work

Home

Your helpdesk at a glance. Home shows today's tickets, how busy each channel is, how tenants are feeling and who on your team is stretched.

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4 sections2 how-to guides4 min readDownload .md

04.1What's on Home

Home is the page you land on when you sign in. From top to bottom it shows:

  • Today's tickets. Everything raised since midnight, newest first.
  • Overview. Tenant tone, call, chat and email volume, ticket status and staff workload, all for the period you choose.
  • Recent Conversation and Quick links. These are in the right-hand column on wider screens.
The top of Home: a welcome line, then Today's tickets with each ticket's status, urgency, assignee and age.
Fig. 04.1The top of Home: a welcome line, then Today's tickets with each ticket's status, urgency, assignee and age.

04.2Today's tickets

Today's tickets: status, code, subject, urgency, assignee and age on every row.
Fig. 04.2Today's tickets: status, code, subject, urgency, assignee and age on every row.

Each row shows the ticket's status, its code (for example TKT-2043), the subject, the urgency bars, who it's assigned to and how long ago it came in. Click any row to open the ticket.

The assignee column tells you what Atom has done:

What you see What it means
Name with a green tick The ticket is assigned. Hover to see Auto-assigned by Atom when Atom assigned it on its own
Name with the Atom ✦ badge and an Assign button Atom recommends this technician. Hover to see the match score, then click Assign to accept
Finding a match… Atom is still working out who should take it
— No technician yet

Five tickets show by default. Click View more to see up to fifteen.

04.3Overview

The Overview section summarises activity for one period. Everything in Overview updates together.

How to change the reporting period

  1. 1
    Scroll to Overview and click the period chip on the right (it starts on Today).
Choose Today, Yesterday, This Week, This Month or This Year.
Fig. 04.3Choose Today, Yesterday, This Week, This Month or This Year.
  1. 2
    Choose a period. Tone Analysis, Calls, Chats, Emails and Ticket Operations all update.
The Overview now shows This Week.
Fig. 04.4The Overview now shows This Week.
Tone Analysis, channel volumes and Ticket Operations, all for the selected period.
Fig. 04.5Tone Analysis, channel volumes and Ticket Operations, all for the selected period.

Tone Analysis

Tone Analysis: a one-line read of the mood, and the split across five tones.
Fig. 04.6Tone Analysis: a one-line read of the mood, and the split across five tones.

Atom reads every conversation and sorts it into one of five tones: Urgent, Frustrated, Concerned, Calm and Satisfied. A one-line summary explains the mood. Hover over a part of the bar to see the count and percentage.

Calls, Chats and Emails

Each card shows the total for the period, the change against the previous period and a small trend line. Calls is split into phone and web calls, and Chats into WhatsApp and web chat.

Calls: 38 today, up 22.6% on yesterday. The small figures underneath split phone calls from web calls.
Fig. 04.7Calls: 38 today, up 22.6% on yesterday. The small figures underneath split phone calls from web calls.
Chats: WhatsApp and web chat together, with the split underneath.
Fig. 04.8Chats: WhatsApp and web chat together, with the split underneath.
Emails: a fall shows in red, with the trend line alongside.
Fig. 04.9Emails: a fall shows in red, with the trend line alongside.

Ticket Operations

Ticket Operations: today's tickets by priority on the left, and by status around the donut.
Fig. 04.10Ticket Operations: today's tickets by priority on the left, and by status around the donut.

A single card showing how many tickets came in, how many are still open and how many are resolved. It breaks them down by priority (Emergency, Urgent, Not urgent) and by status (Created, In Progress, Resolved, Closed, Rejected).

Staff workload

Staff workload: open tickets per technician, busiest first.
Fig. 04.11Staff workload: open tickets per technician, busiest first.

The number of open tickets each technician has right now, busiest first. Click View all for the whole team, or click a name to open that technician's profile.

The right-hand column: Recent Conversation, then Quick links.
Fig. 04.12The right-hand column: Recent Conversation, then Quick links.
  • Recent Conversation lists the latest calls, chats and emails. Click one to open it in the Inbox.
  • Invite your team takes you to Settings › Users.
  • Having an issue? opens a short form to report a problem to Facilio.

How to report a problem to Facilio

  1. 1
    On Home, click Having an issue? under Quick links.
  2. 2
    Choose the Feature it's about, describe what went wrong under Describe the issue, and click Submit.
The Report an issue form.
Fig. 04.13The Report an issue form.