When it comes to providing world-class customer support, having the right tools at your fingertips is everything. The Supportbench Command Center acts as your mission control—giving agents and managers a centralized, customizable workspace to view, organize, and take action on tickets with unmatched flexibility.
In this article, we'll walk through the powerful features of the Supportbench Command Center, and how to use them for streamlined workflows, greater visibility, and exceptional service delivery.
The Supportbench Command Center is your all-in-one dashboard for managing cases, collaborating across teams, and keeping track of tasks and customer activity. It's designed to be flexible, so you can tailor your case list, queues, and reporting views to match the unique needs of your support operation.
Supportbench's case list view is entirely customizable. Use the options cog (⚙️) to adjust your columns and data points in real-time—so whether you need to see SLA status, priority, tags, customer sentiment, or custom fields, it's all at your command.
✅ Tailor your case list layout to highlight the metrics that matter most to your team.
Need to collaborate or cover for a teammate? The Team drop-down lets you instantly switch views and see tickets assigned to other teams or team members. This added transparency promotes faster resolutions, fewer missed follow-ups, and smoother cross-team support.
🔍 Easily view another team's tickets for escalations or shared accounts.
Supportbench Queues function as shared inboxes that hold tickets requiring action. They're purpose-built to help teams triage, route, and resolve issues faster. The Queue drop-down allows you to jump between queues with ease and even set a favorite queue for quicker access on login.
📬 Think of queues as your frontline for structured, team-based ticket handling.
Supportbench Views let you filter, organize, and display tickets based on any criteria—think of them as custom lenses into your support data. Whether you're focused on unassigned tickets, high-priority issues, or SLA breaches, Views let you see what matters most.
You can also leverage Views to generate report-ready lists of tickets, making them an invaluable tool for both real-time triage and long-term analysis.
📈 Create tailored dashboards that reflect your unique workflows, SLAs, and customer priorities.
Looking to dig deeper? The Command Center includes a drag-and-drop pivot table that helps you segment and organize your tickets for precision case management.
For example:
Drag Status → Active
Drag Priority → High
This surfaces the most urgent, time-sensitive tickets at the top of your list—so your team knows exactly where to focus first.
🧩 Think of it as an interactive, real-time filter for smarter decision-making.
Beyond managing tickets, the Command Center makes it easy to stay organized with:
Case creation from any screen
Built-in calendar view to track meetings, follow-ups, and due dates
Task management to assign and complete internal to-dos
Recently viewed items so you can quickly pick up where you left off
🧠 Everything you need to manage your day is just a click away—from customer cases to internal action items.
The Command Center isn't just a dashboard—it's a centralized hub for intelligent, proactive support. Here's what makes it essential for modern customer service teams:
Full visibility across teams and tickets
Custom views and columns to fit every use case
Data-driven sorting to prioritize work
Easy access to calendars, tasks, and recent activity
Greater control, fewer bottlenecks, and faster resolutions
Whether you're managing hundreds of tickets a day or collaborating across multiple departments, the Supportbench Command Center helps your team stay organized, responsive, and customer-focused. By using its customizable features—like pivot tables, queues, views, and case list settings—you can streamline your workflows and deliver consistent, high-quality support.
Start using the Supportbench Command Center today and take control of your case management with clarity, speed, and precision.
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