Creating and Managing Custom Dashboards

Learn how to create, navigate, duplicate, rename, and manage custom dashboards in Harmony.

Path: /dashboard

Understanding the Dashboard Overview

The Dashboard is your central view for IT operations metrics. Harmony shows one dashboard at a time. When you open Dashboard from the sidebar, you see either your default dashboard or the built-in system dashboard.

The main area displays widgets in a responsive grid: drag to reorder, resize by dragging corners (in edit mode), and add or remove widgets as needed.

Dashboards now support a significantly expanded metrics engine, giving you deeper visibility into your support operations. You can apply advanced filtering, control sort order, hide empty data groups, and view interactive charts - including time-series trends and application distribution breakdowns - directly within your dashboards.

Understanding the System Dashboard

The system dashboard is a built-in dashboard named "Dashboard" that includes a predefined set of metrics: response time, resolution time, SLA compliance, ticket breakdowns, software and asset metrics, and more. It is always available and appears first in the dashboard list.

The system dashboard **cannot be edited**, duplicated, or deleted. To customize your view, create a new dashboard or duplicate an existing one. Platform admins retain exclusive control over the system dashboard - desk admins cannot edit or delete it.

Understanding Dashboard Permissions

Harmony supports two levels of dashboard management access:

• Platform admins have full control over all dashboards, including the system dashboard. Only platform admins can manage the default overview dashboard.
• Desk admins can create new dashboards and edit or delete any dashboard they have created or been assigned ownership of. Desk admins can view all dashboards but can only modify those they own.

This allows teams to manage their own reporting views without requiring platform-level admin access.

Creating Your First Dashboard

1. Click the dashboard title (or the chevron next to it) to open the dashboard dropdown.
2. Click Create dashboard at the bottom.

A new empty dashboard is created and opened. The backend assigns a name such as "Untitled Dashboard" or "Untitled Dashboard 2". You can rename it in edit mode and add widgets.

Both platform admins and desk admins can create dashboards. Once created, the dashboard owner can edit or delete it.

Dashboard dropdown with Create dashboard, star, and copy icons

Navigating Between Multiple Dashboards

• Click the dashboard title in the header to open a dropdown of all dashboards.
• Use the search field to filter by name.
• Click a dashboard to switch to it. The list shows "All dashboards" with each dashboard's name and creator.

When you visit /dashboard (without an ID), Harmony shows your default dashboard, or the system dashboard if no default is set.

Setting a Default Dashboard

The default dashboard is the one that opens when you go to /dashboard.

1. Open the dashboard dropdown (click the title).
2. Find the dashboard you want as default.
3. Click the star icon. A filled star indicates the current default.

You can set the system dashboard as default by starring it when no other dashboard is starred.

Duplicating Dashboards

1. Open the dashboard dropdown.
2. Hover a dashboard and click the copy icon.
3. A duplicate is created and opened. Custom dashboards copy their layout; the system dashboard is copied with the default layout and named "Dashboard Copy".

Renaming Dashboards

1. Click Edit to enter edit mode.
2. Click the dashboard title or the Edit icon next to it.
3. Type the new name (up to 32 characters).
4. Press Enter or click away to commit, then click Save & Exit.

Names are saved when you exit edit mode.

Deleting Custom Dashboards

1. Click Edit to enter edit mode.
2. Click Delete in the header.
3. Confirm in the dialog.

The system dashboard cannot be deleted. You must keep at least one dashboard; the Delete button appears only when more than one dashboard exists.

Desk admins can delete dashboards they own. Platform admins can delete any custom dashboard.

Edit mode with Delete button in header

Using Advanced Metric Filtering and Controls

When configuring widgets and reports on your dashboards, you have access to a richer set of controls for shaping the data you see:

Filter Operators

Apply precise filters to metric queries using the following operators:

• Equals - match an exact value
• Not-equals - exclude a specific value
• Regex match - include results that match a regular expression pattern
• Regex non-match - exclude results that match a regular expression pattern

Sort Control

Choose how metric results are ordered:

• Ascending or descending sort order for standard ordering of results
• No sorting to preserve the natural query order when sequence matters

Hide Empty Groups

When a metric query returns groups with no data, you can enable hide empty groups to suppress those rows or segments from the display. This keeps your charts and tables focused on the data that is actually present.

Viewing Charts and Analytics Breakdowns

Dashboards include interactive chart types and structured analytics views to help you understand trends and distributions in your support data:

• Application breakdown chart: See how your support activity is distributed across different applications at a glance. This software/application distribution breakdown shows volume spread across the apps your team supports.
• Time-series and interval reporting: View trends over time by selecting reporting intervals. This lets you track how metrics change day over day, week over week, or across any custom period.

These visualizations are available when adding or configuring widgets on any custom dashboard.

Related Resources

Dashboard Widgets

Add, configure, and arrange dashboard widgets

Getting Started

Learn the basics of Harmony Dashboard and key features