Switchboard Helpdesk Dashboard Template

Switchboard is a single-file HTML dashboard for a support team: SLA first-response lanes, ticket queues, agent load, CSAT drivers, and knowledge base health.

Switchboard is a customer support dashboard template delivered as one self-contained HTML file. It shows the queue floor of a fictional SaaS company, Relaywise, on a Tuesday with 63 open tickets across three queues, 2 breached, and first response clocks running on 10. Five tabs organize the page: Queues, Tickets, Agents, CSAT, and Knowledge.

The Queues tab groups waiting tickets into first response lanes by SLA target: urgent within 30 minutes (3 waiting), high within 2 hours (4 waiting), and normal within 8 hours (3 waiting). Each ticket chip counts down to its target with an assign button. The Tickets tab tables 384 tickets created this week and 351 solved, with columns for subject, requester, priority, SLA clock, assignee, and status, plus a resolution time chart for 391 solved tickets against an 8-hour band and a reopened rate of 4.6%. The Agents tab renders a patch-board of 8 agents with a 31-ticket concurrent capacity, a per-agent table with CSAT and average handle, and shift coverage from 8 am to 8 pm. The CSAT tab reports 93.4% from 1,204 survey responses with score drivers for speed, accuracy, and tone, plus recent verbatims. The Knowledge tab tracks 412 articles, self-serve deflection at 691 against 1,686 form starts, and stale articles not reviewed in 120 days.

What is inside Switchboard

Header KPIs for open tickets (63), breached (2), and a live floor clock
First response lanes by SLA: urgent 30 minutes, high 2 hours, normal 8 hours, each chip counting down with an assign button
Created-today-by-hour chart with 226 tickets through 5 pm and an oldest-unanswered panel
Ticket table with subject, requester, priority, SLA clock, assignee, and status across 384 created and 351 solved this week
Resolution time chart for 391 solved tickets against an 8-hour target band, plus a 4.6% reopened rate with cause analysis
Agent patch-board showing one plug per active ticket and a capacity ring that turns amber at the ceiling
Per-agent table with handled count, CSAT, and average handle, plus an 8 am to 8 pm shift coverage strip
CSAT section with 93.4% average from 1,204 responses, a 30-day trend, score drivers for speed, accuracy, and tone, and verbatim comments
Knowledge base section tracking 412 articles, 691 self-serve deflections against 1,686 form starts, and a stale-article table with assign-review buttons

Specifications

Format	Single self-contained HTML file; zero dependencies, no build step
Theme	Jade
Mood	Light
Category	Support
Price	$6.99, one-time

Who Switchboard is for

Switchboard serves support team leads, who run the queue floor from the first response lanes, assigning tickets before the 30-minute, 2-hour, and 8-hour clocks breach.

Support managers use the agent board and patch-board to balance load across the 31-ticket concurrent capacity and spot agents at their ceiling.

Customer experience leads read the CSAT tab, where speed, accuracy, and tone scores tie back to verbatim comments.

Knowledge managers work the stale articles table, assigning reviews for anything untouched for 120 days or more.

Heads of support use the reopened rate and deflection numbers to argue for product fixes, like the billing export bug behind 11 reopens.

When to reach for it

Switchboard fits support teams that live in a ticketing tool where nobody can see the floor. The template replaces the morning queue triage meeting with a wall-readable page where every waiting ticket shows its own countdown.

It replaces three weekly reports: the SLA report, the CSAT summary, and the knowledge base audit all ship as tabs in one file.

It suits SaaS support teams of 5 to 15 agents who want a support dashboard without building one in a BI tool.

Frequently asked questions

What SLA structure does Switchboard assume?

Switchboard assumes three first response tiers: urgent at 30 minutes, high at 2 hours, and normal at 8 hours. Each waiting ticket chip counts down to its tier target. The tiers are plain values in the file, so you can rename them or change the targets to match your own SLA.

Does Switchboard connect to Zendesk or Intercom?

No, Switchboard does not connect to Zendesk or Intercom. Switchboard is a static single-file HTML template populated with sample tickets, agents, and survey data. You replace the data arrays with exports or generated output from your own helpdesk. There is no live sync and no backend.

What is the patch-board on the Agents tab?

The patch-board is styled like a telephone switchboard: one plug per active ticket and a ring per agent showing load against the 31-ticket concurrent capacity. The ring turns amber when an agent is at capacity, so overload reads at a glance.

How does the knowledge base section measure deflection?

The knowledge base section measures deflection by comparing form starts to tickets avoided: 691 deflections against 1,686 form starts in June, with a stated target of 45% by end of Q3. The section also lists articles not reviewed in 120 days or more, with owner and age per row.