Zendesk Support App

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.

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

Authentication

To authenticate, you need…

• Username
• API Token or Password
• Zendesk URL

Dashboard Reports

For report descriptions, see Zendesk Connector.

Report Configuration / Report Details

The selectable reports must be configured as follows:

Report	Scheduling (Change update settings)	Parameter(s)	Selection
Tickets with Users		None

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