Clicking AiX Support in your WordPress menu opens the Dashboard. It answers one question first: is anybody waiting for me?
The top of the screen:
A greeting, then one plain sentence, for example "7 customers are waiting for you, and 5 replies are already drafted." The button beside it opens exactly those tickets. A panel on the right says whether the AI is on duty, and if no key is connected yet it links straight to the step that connects one.
Seven numbers, each one a link:
- Waiting for you. Your open tickets.
- Replies drafted. Open tickets where the AI's reply is written and only needs you to read it and press Send.
- Waiting on the customer. You have replied and the next move is theirs.
- Solved this week, with how many new tickets arrived in the same 7 days.
- Typical first reply. The middle value of the last 30 days, not the average, so one ticket answered after a holiday does not make a fast desk look slow.
- Written by the AI. The share of the last 30 days' answered tickets whose replies the AI wrote, sent by itself or by you.
- What your AI did. A panel for the dates you pick at its top (Today, Yesterday, 7 days, 30 days, 90 days, This year, Lifetime, or Custom with your own two dates), the last 30 days to start with: the time it saved you (replies it wrote times your minutes per reply, set under Settings, AI, 6 by default), who wrote the replies (the AI on its own, the AI with you pressing Send, or you), tickets sorted, customers looked up, licence keys found, your chats (conversations, leads and sales after a chat) and what the AI cost, about how much an answer.
- Never became a ticket. How many people asked your help page or chat, how many were sorted on the spot, and the share of the two.
Four lists of tickets, up to six in each:
- Needs you comes first. Every open ticket waiting on you, the one that moved most recently at the top, with one click through to the whole list in your Inbox.
- Who has waited longest reads the same pile from the other end: the open tickets that have gone longest without a reply, oldest first.
- Latest ticket is the newest ticket, whatever state it is in.
- Latest customer reply is ordered by the customer's own last message, not by anything you or the AI did to the ticket.
Each ticket says where it stands in words: New, Customer replied, You replied, Waiting on customer, Solved or Closed. A green Reply drafted tag marks the ones that only need you to read and press Send, and a High or Urgent tag appears where it applies. A High ticket you have already answered looks different at a glance from one nobody has touched. Tags sit on their own line under the customer's name, so the subject keeps its full width.
The chart:
Pick 7, 14, 30 or 90 days; 14 is where it starts, and the desk remembers your choice. A summary row sits on top:
- New tickets, compared with the same number of days before, in plain words such as 4 more than the 14 days before.
- Solved, compared the same way.
- Not solved yet, and whether that pile went up or down over the period.
- Your busiest day, with how many new tickets it had.
Below it, bars show new and solved tickets day by day on a proper scale, with weekends shaded and today marked. A second line shows how many tickets were still not solved at the end of each day, ending in how many there are now. Point at any day, or move to it with the keyboard, for its numbers. On a narrow screen the chart scrolls sideways and starts at today. It works in every colour scheme, light or dark.
Tickets brought over from another helpdesk keep their original dates and are never counted as new or solved here, so an import does not bend the chart. Spam is never counted.
Getting set up:
Until your desk is set up, a ring fills as the five essentials are done: your name and reply address, the AI, your customer pages, something for the desk to answer from, and a first ticket. Anything not ticked is a link to the place that does it. The Run The Setup Wizard Again button is here. Once everything is done, this panel leaves the Dashboard so the screen is about your tickets, and the wizard stays on the Settings screen for whenever you want to walk through it again. Running it again never undoes anything: every step shows what is saved, and Skip this step leaves a step exactly as it is.
The rest of the screen:
Three cards share a row on a wide screen: what the desk knows (articles, files and searchable sections), which ResultsAiX plugins it found and reads on this site, and a link to open each of your three customer pages. Below them are shortcuts to the Knowledge Base, Import, Macros, Training and Diagnostics.
Where the Inbox went:
Nowhere. It is the next tab along, and every link in every email the desk has ever sent still opens the ticket it pointed to. Amounts of money are never shown on the Dashboard.