Mastering the Supportbench Command Center: A Complete Guide to Case Management & Visibility

by Marcel Gravelle

Last updated: 02-Sep-2025

Mastering the Supportbench Command Center: Your Guide to Smarter Case Management

Introduction

In a fast-paced support environment, success hinges on clarity, organization, and visibility. When agents and managers are forced to navigate cluttered inboxes and disconnected systems, response times suffer, and critical issues can fall through the cracks. The Supportbench Command Center is designed to solve this by acting as a centralized, dynamic mission control for your entire support operation.

This guide explores the powerful features of the Command Center and demonstrates how to leverage them for streamlined workflows, complete visibility, and exceptional service delivery.

What is the Supportbench Command Center?

The Supportbench Command Center is a comprehensive dashboard for managing cases, collaborating across teams, and tracking all customer-related activities. It provides a flexible and customizable workspace that allows you to tailor case lists, queues, and reporting views to match the unique needs of your support team, transforming chaos into structured, actionable information.

Core Features and How to Use Them

1. The Foundation: A Fully Customizable Case List

Your case list is the heart of the Command Center. Supportbench allows you to control exactly what information you see. By clicking the options cog (⚙️), you can add, remove, and rearrange columns in real-time. This ensures the data that matters most to your team is always front and center.

• Common Columns to Add:

  • SLA Status

  • Priority Level

  • Assigned Agent or Team

  • Customer Sentiment Score

  • Tags or Custom Fields

Pro-Tip: Save different column layouts for different tasks. A manager might focus on SLAs and team assignments, while an agent might prioritize status and last update time.

2. Organize with Precision: The Built-in Pivot Table

To instantly find what matters most, the Command Center includes a powerful drag-and-drop pivot table. This tool allows you to group and segment your tickets for advanced case management without running a formal report.

For example, to surface the most critical, time-sensitive tickets, you can create a pivot:

1. Drag Priority into the pivot area and select High.

2. Drag Status into the pivot area and select Active.

This immediately filters your list to show only active, high-priority cases, allowing your team to focus their efforts where they are needed most.

3. Filter the Noise: Queues and Custom Views

Queues: Your Shared, Actionable Inboxes Supportbench Queues function as shared inboxes that hold tickets requiring specific actions. They are essential for helping teams triage, route, and resolve issues systematically. Using the Queue drop-down, you can jump between different workstreams with ease. Set a favorite queue for even faster access upon login.

• Example Queues:

  • "Tier 1 Triage" for all new incoming cases.

  • "Billing Inquiries" for finance-related questions.

  • "Escalations" for high-priority issues needing senior review.

Views: Your Custom Lenses for Support Data Views are saved filters that let you create custom, report-ready lists of tickets based on any criteria. Think of them as personalized dashboards for specific workflows, SLAs, or customer priorities.

• Powerful View Examples:

  • "My Open High-Priority Cases"

  • "Tickets Approaching SLA Breach"

  • "Unassigned Tickets - Past 24 Hours"

4. Collaborate Seamlessly: The Team Drop-Down

Modern support is a team sport. The Team drop-down provides complete transparency by allowing you to instantly view tickets assigned to other teams or individual members. This feature is crucial for breaking down information silos and enabling smooth collaboration.

• Use Cases:

  • Escalations: Quickly see the workload of the Tier 2 team before escalating a case.

  • Coverage: Easily cover for a teammate who is out of the office.

  • Shared Accounts: Monitor all activity related to a high-value client, regardless of the assigned agent.

5. Beyond Cases: Your Centralized Workspace

The Command Center integrates all aspects of your daily workflow into one place:

• Create Cases: Instantly create a new case from any screen.

• View Your Calendar: Keep track of meetings, scheduled follow-ups, and due dates without leaving the platform.

• Manage Tasks: Assign and complete internal to-dos related to cases or general operations.

• Access Recently Viewed Items: Quickly jump back into your most recent cases, articles, or customer profiles.

Why the Supportbench Command Center is Essential

Adopting the Command Center is about more than just organizing tickets—it's about building a more intelligent and proactive support model.

• Total Visibility: Gain a 360-degree view of all support activities across every team and agent.

   

• Data-Driven Prioritization: Use dynamic sorting and filtering to ensure the most important work is always addressed first.

   

• Reduced Bottlenecks: Streamline handoffs and escalations with transparent, shared queues and team views.

• Enhanced Efficiency: Centralize an agent's entire toolkit—cases, tasks, and calendar—in a single interface to minimize context switching.

Final Thoughts

Whether you manage a dozen tickets a day or thousands, the Supportbench Command Center provides the structure and flexibility needed to deliver consistently excellent service. By mastering its customizable features—from pivot tables and views to shared queues—you can empower your team to work more efficiently, collaborate effectively, and remain laser-focused on the customer.

Start exploring the Command Center today and take control of your case management with unparalleled clarity, speed, and precision.