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Self-serve dashboards let you create, customize, and share charts for DevRev data without writing queries. Build a dashboard from one or more charts to monitor work across tickets, issues, accounts, code changes, and custom objects.
A dashboard can include charts based on different objects. For example, a support dashboard might combine ticket-volume, SLA, and account-level charts.
Before you begin
You need permission to create dashboards in your workspace. Decide what you want to measure and which object contains the relevant data. For large datasets, plan to add a date range or other filter when you create each chart.
Dashboard concepts
Dashboard: A collection of charts that you can arrange, share, and pin in the left navigation.
Chart: A single visualization in a dashboard. A chart is also called a widget.
Data source: The object that supplies a chart's data, such as Tickets, Issues, Accounts, or a custom object.
Subtype: A specific type under a parent object, such as Bug under Issues. A subtype can have fields that are not available on its parent object.
Chart filter: A filter saved with one chart. It permanently scopes the data in that chart.
Global filter: A dashboard-level filter that dynamically updates all charts based on the same data source.
Drill-through: The list of underlying records that opens when you select a data point in an aggregated chart.
Create a dashboard
In the left navigation, click + and select Dashboard.
Enter a name for the dashboard and pin it to the left navigation if needed.
Create your first chart when the empty dashboard opens.
After you save a chart, repeat the process to add more charts. You can drag charts to rearrange them and drag their edges to resize them.
Create a chart
Enter a Name and, optionally, a description.
Select a Data source.
Choose a Chart type.
Configure the chart's axes, categories, values, or columns.
Add chart filters to scope the data.
Preview the chart and select Save.
The preview uses a limited sample for faster editing. The full dataset loads after you save the chart.
Choose the right data source
Choose the parent object when you need stock fields across all its records. Choose a subtype when you need fields that are specific to that subtype.
To report on all issues using stock fields, select the Issues data source.
To report on a specific issue type with subtype-specific fields, select the subtype, such as Bug or Feature request.
To report on all tickets using stock fields, select the Tickets data source.
To report on a custom object, search for the custom object by name.
For example, if a custom field exists only on the Bug subtype, it is available only when you select Bug as the data source. It does not appear when you select the parent Issues data source.
New custom fields become available automatically in the chart builder. Edit the relevant chart to use a new field as a filter, axis, or table column.
Select a chart type
Choose the visualization that best fits the question you want to answer.
Table: Record-level detail, such as ticket ID, title, owner, and status.
Bar: Comparing categories, such as ticket count by owner, severity, or priority.
Column: Comparing categories vertically, including monthly comparisons.
Line: Trends over time, such as tickets created and resolved over the last 90 days.
Pie or donut: Showing how categories contribute to a whole, such as a severity or status breakdown.
You can change a chart type later, but you may need to reconfigure its axes.
Configure dimensions and measures
Charts use two main kinds of data:
Dimension: The category you group by, such as owner, priority, severity, status, account tier, or created month.
Measure: The value you count or calculate, such as the count of IDs or the sum or average of a numeric field.
For a horizontal bar chart, use a dimension on the Y-axis and a measure on the X-axis. For example, to show the number of issues per owner, set Owner as the Y-axis dimension and Count of IDs as the X-axis measure.
When you select a field as a measure, the default aggregation is Count. For numeric fields, you can choose another supported aggregation: sum, average, minimum, or maximum.
Add chart filters
Add filters before saving a chart to limit the records it retrieves and to keep dashboards responsive. At a minimum, use a date range filter for charts that can otherwise query a large dataset.
For example, to report on recent high-priority issues, add filters such as:
Priority is P0 or P1.
Created date is within the last 7 days.
Chart filters are saved with the chart and affect only that chart.
Use global filters
Global filters appear at the top of a dashboard and let viewers explore the data without editing individual charts.
A global filter affects only charts built on the same data source. For example, a severity filter updates ticket-based charts, but it does not update charts built from Issues or another object.
Use chart filters for permanent scope, such as showing only open tickets. Use global filters for interactive exploration, such as temporarily viewing one team, account, or time period.
View underlying records with drill-through
Bar, column, line, pie, and donut charts support drill-through. Select a bar, slice, or data point to open the underlying records.
You can customize the drill-through view for the current session by:
Adding or removing columns.
Applying additional filters.
Sorting by a column.
Table charts do not support drill-through because they already display individual records.
Share a dashboard
New dashboards are personal by default. To share one:
Open the dashboard and select Share.
Search for the users or groups you want to add.
Assign an access level and save your changes.
Access levels determine what recipients can do:
Viewer: View charts, apply global filters, and use drill-through. Viewers cannot change charts, layout, or sharing settings.
Editor: All viewer permissions, plus the ability to add and edit charts, change the layout and global filters, and update sharing settings.
You can also copy a dashboard link. Recipients still need access to the dashboard.
Schedule dashboard delivery
To send a dashboard on a recurring schedule, create a workflow that uses a time-based trigger and delivers a dashboard snapshot by email. This works for both stock and self-serve dashboards.
For instructions, see Schedule a dashboard.
Best practices
Filter early. Add a date range during chart creation, then add status, severity, team, or other filters as needed.
Choose the data source carefully. Select a subtype when you need subtype-specific custom fields; otherwise, use the parent object for stock fields across all records.
Use descriptive chart names. For example, use "Open tickets by severity – last 30 days" instead of "Bar chart 1".
Use global filters instead of duplicate dashboards. Build one dashboard and let viewers filter by team, account, or time period.
Start with simple visualizations. Tables, bars, columns, and lines cover most reporting needs.
Use drill-through instead of duplicate detail tables. Select a chart data point to inspect the matching records.
Build comparisons. Dashboards are most useful when they compare related measures, such as created versus resolved tickets or planned versus completed work.
Share deliberately. Give editor access only to people who need to modify the dashboard.
Troubleshooting
Issue: A custom field is missing from the chart builder.
Solution: You may have selected the parent object instead of the relevant subtype. Recreate the chart with the subtype as its data source.
Issue: A chart loads slowly.
Solution: Edit the chart and add filters. Use a date range at minimum, and consider narrowing by status, severity, owner, or team.
Issue: A global filter does not update every chart.
Solution: Global filters are data-source-specific. Check which object each chart uses; a ticket field affects ticket charts only.
Issue: Drill-through is not available on a table chart.
Solution: Drill-through is available only for aggregated charts. Table charts already show individual records.
Issue: Custom fields are not available in a stock dashboard.
Solution: Create a self-serve dashboard. Stock dashboards cannot be customized with additional charts or custom fields.
Issue: A calculated percentage or ratio is needed.
Solution: Self-serve dashboards support built-in aggregations such as count, sum, average, minimum, and maximum. Custom formulas and computed metrics are not supported.
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