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Intro

Tracking customer support trends is an important part of any successful organization’s operations. The Zendesk Support App provides a summary of how well your team is performing with data for backlog management, ticket handling, top performers, and much more.

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Usage

Business questions that can be answered:
  • How well are you hitting service level?
  • How well do you work through your backlog?
  • Are you addressing issues in a quality manner?
  • Who are your top performers?
Metrics included in the app:
  • Open Ticket Priority
  • Customer Satisfaction
  • Top Resolvers
  • Recent Tickets
  • New Tickets
  • Status Trend
  • Backlog Impact
  • Unsolved Tickets
  • New Tickets
  • Customer Satisfaction Trend
  • Days to Solve
  • Average Hours to Assign
  • Average Hours to Respond
  • High Priority Tickets
  • Top Assignees
  • Top Requesters
  • Top Ticket Closers

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Authentication

To authenticate, you need…
  • Username
  • API Token or Password
  • Zendesk URL

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Dashboard Reports

For report descriptions, see Zendesk Connector.

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Report Configuration / Report Details

The selectable reports must be configured as follows:

Report

Scheduling (Change update settings)

Parameter(s)

Selection

Tickets with Users

None

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Dashboard Data

The Zendesk Support App will provide the following data collections and Cards:

Collection

Card

Card Description

Data Name

Executive Pulse: How well are you hitting service level?

Open Ticket Priority

OPEN TICKET PRIORITY
Displays the total number of tickets opened in the period that are high priority and normal. Monitor this card to determine high priority tickets that should be given extra attention.

Tickets with Users

Executive Pulse: How well are you hitting service level?

Customer Satisfaction

CUSTOMER SATISFACTION
Display of customer feedback over the given period. Use this information to see how customers are responding to the service you provide.

Tickets with Users

Executive Pulse: How well are you hitting service level?

Top Resolvers

TOP RESOLVERS
Ranks the top 10 resolvers by the volume of tickets they resolved in the period. Identify which employees have resolved the most tickets. Consider rewarding top performers and replicating best practices.

Tickets with Users

Executive Pulse: How well are you hitting service level?

Recent Tickets

RECENT TICKETS
Displays the trend in tickets status over time. Measure the volume of new and open tickets to help in resource management planning.

Tickets with Users

Executive Pulse: How well are you hitting service level?

New Tickets

NEW TICKETS
Shows ticket growth over time. Analyze the trend to determine future staffing needs.

Tickets with Users

Collection

Card

Card Description

Data Name

Backlog Management: How well do you work through your backlog?

Status Trend

STATUS TREND
Displays a trend in ticket status over time. Look for increases and decreases in each ticket category to gauge performance and to determine if any status needs to be given additional attention.

Tickets with Users

Backlog Management: How well do you work through your backlog?

Backlog Impact

BACKLOG IMPACT
Measures the increase and decrease in backlog as a result of the last 30 days of activity. Quickly identify if you have a positive or negative impact on the backlog.

Tickets with Users

Backlog Management: How well do you work through your backlog?

Unsolved Tickets

UNSOLVED TICKETS
Shows the statuses of your unsolved tickets in your backlog in the period (i.e. new, open and pending). Identify those tickets that need immediate action.

Tickets with Users

Backlog Management: How well do you work through your backlog?

New Tickets

NEW TICKETS
Tracks inbound tickets by day according to their type. Large increases in certain types of tickets could indicate a problem.

Tickets with Users

Collection

Card

Card Description

Data Name

Solution Quality: Are you addressing issues in a quality manner?

Customer Satisfaction Trend

CUSTOMER SATISFACTION TREND
Tracks favorable customer satisfaction ratings over time while also showing how many tickets were closed. Identify the impact on customer satisfaction based on the number of tickets being closed every day.

Tickets with Users

Solution Quality: Are you addressing issues in a quality manner?

Days to Solve

DAYS TO SOLVE
Shows the average number of days to solve tickets based on the ticket priority. Monitor this information to ensure that high priority tickets are being closed in an acceptable time period.

Tickets with Users

Solution Quality: Are you addressing issues in a quality manner?

Average Hours to Assign

AVERAGE HOURS TO ASSIGN
Measures how quickly tickets are being assigned. Ensure that processes are in place for assigning tickets in a timely and effective manner.

Tickets with Users

Solution Quality: Are you addressing issues in a quality manner?

Average Hours to Respond

AVERAGE HOURS TO RESPOND
Tracks how quickly a customer has received a response to a ticket. Ensure that processes are in place to optimize ticket response times.

Tickets with Users

Collection

Card

Card Description

Data Name

Resources: Identify top performers and high priority tickets.

High Priority Tickets

HIGH PRIORITY TICKETS
Displays the high priority tickets with their associating statuses. Use this information in assignment and resource allocation decisions.

Tickets with Users

Resources: Identify top performers and high priority tickets.

Top Assignees

TOP ASSIGNEES
Ranks the top 10 assignees by the volume of assigned open tickets. Identify which employees are overloaded and reallocate resources appropriately based on the status of the tickets.

Tickets with Users

Resources: Identify top performers and high priority tickets.

Top Requesters

TOP REQUESTERS
Ranks the top 10 requesters by the volume of requested tickets. Identify who is submitting high amounts of tickets and plan on allocating dedicated support for those requesters.

Tickets with Users

Resources: Identify top performers and high priority tickets.

Top Ticket Closers

TOP TICKET CLOSERS
Displays the name of employees who have resolved the most tickets in the period. Identify top performers in order to learn best practices and leverage those employees’ skills in training others.

Tickets with Users