The Dashboard, Queues, and Knowledge Base

The dashboard at a glance

The Dashboard is the first thing you see when you open StretchSupport. It's a live summary of your support operation, built entirely from real records. Every number reflects the actual state of your workspace, so on a brand-new workspace the dashboard will show zeros until you create tickets and publish knowledge-base content.

Metrics the dashboard shows

The dashboard surfaces these counts:

• Tickets — total active tickets (everything except Archived).
• Open tickets — tickets in New, Triage, Open, Waiting on Customer, or Waiting Internal.
• Waiting tickets — tickets in Waiting on Customer or Waiting Internal specifically.
• New tickets — tickets still in New, not yet triaged.
• High-priority tickets — active tickets at High or Urgent priority.
• Active queues — how many routing queues are live.
• Knowledge base — counts of published articles, pages, and product hubs, plus how many tickets are linked to KB articles.
• Support intake candidates — support-tagged form submissions waiting to become tickets.
• Last ticket created — a timestamp so you know how fresh your queue is.

Alongside the counts, the dashboard previews your most recent tickets (each with its live SLA posture), your queues, recent intake candidates, and a knowledge-base snapshot.

How to read it each morning

1. Start with New and Waiting — New tickets need triage; long-waiting tickets need a nudge.
2. Check High-priority tickets — these are your Urgent and High items; open the SLA radar if the count is above zero.
3. Glance at Active queues and their open counts to spot a team that's backing up.
4. Note Support intake candidates — new form submissions that should become tickets.

Queues and routing

Queues are the routing buckets tickets flow into. Your workspace ships with four: Account & Access (owner team support, default High), StretchLearn Support (learn, Normal), Platform Operations (operations, Normal), and Client Success (success, Normal). Customer-raised portal tickets default to Client Success.

Each queue on the dashboard and Queues tab shows its owner team, default priority, total tickets, and open tickets. Routing a ticket into a queue applies that queue's owner team and default priority automatically. For the full mechanics, see Queues and ticket routing.

The knowledge base

The knowledge base is your published help content — organized as products, categories, and pages (with articles being the most common page type). It does double duty:

• For agents, it's the canonical answer source — the vetted content you draw from when replying, and the articles you can link to a ticket.
• For customers, the same published content appears on your public help center. Publish once; it serves both audiences.

The dashboard's knowledge-base snapshot shows how many products, categories, pages, and articles are published, plus how many search terms exist — a quick read on how complete your help center is.

Support intake

Support intake connects your forms to your ticket board. Form submissions tagged as support (for example a "Contact support" form on your site) surface as intake candidates. Each candidate shows its brand, site, form type, source page, status, and when it was submitted, so you can review and convert it into a ticket. See Connecting StretchForms and support intake for the full workflow.

A realistic example

Monday, 9 a.m. The dashboard shows 12 open, 3 waiting, 2 new, and 1 high-priority. You triage the 2 New tickets first, then open the SLA radar because High-priority is non-zero and find one Urgent ticket on Watch. The Queues tab shows Account & Access with 5 open — the heaviest queue — so you pull an extra agent onto it. Two support intake candidates arrived overnight; you convert both into tickets and route them.

Tips

• Treat the New and Waiting counts as your daily to-do list: triage New, follow up on Waiting.
• If High-priority tickets is above zero, open the SLA radar immediately — that's where breaches come from.
• Keep the knowledge base growing; every published article is one fewer ticket and one better answer.
• Clear support intake candidates promptly so nothing that came through a form gets stranded outside the board.

FAQ

Why is my dashboard all zeros? Because StretchSupport shows real records only. Create a ticket, publish an article, and the numbers populate.

Does the open count include waiting tickets? Yes — open counts New, Triage, Open, Waiting on Customer, and Waiting Internal. The waiting count is the two waiting states alone.

Is the knowledge base here the same as my public help center? Yes. Published products, categories, and pages are shared between the agent console and the customer-facing help site.