In this guide, we’ll show you how to build a dashboard to help you monitor support metrics using our Zendesk Support, Chat, Talk, and Agent Status data sources. We’ll include metrics like Ticket volume, First reply time, Customer satisfaction rating, Customer feedback comments, Total calls, Average talk time, Current chat queue, Current chat wait time, and Agent status.
We’ll also cover more advanced features, including an Interactive view that allows you to drill down into your Zendesk data to see what’s happening behind the scenes, how to set up notifications, and more. Watch the video walkthrough below for the full process.
Get connected
To begin, we’ll start by connecting Zendesk Support to import your data with these steps:
Click the + Add widget button on your dashboard.
Search for Zendesk Support and select it.
Choose the Start from scratch option or select a pre-built widget.
Follow the prompts to create the connection and begin importing your data.
You’ll need your Zendesk subdomain and an account with admin-level permissions to create the connection.
Depending on the volume of data in your account, the initial import process may take some time to complete. To get a head start on building the rest of your dashboard, feel free to jump to the Add more Zendesk data sources section.
Customize your widgets
With your data source connected, you can start configuring your widgets:
Hover over the top right of your widget, click the ellipsis, then click Edit.
In the panel that opens, select the metric you wish to display.
We’ll pick CSAT as an example.
From the Visualization field, select the option that works best for your data.
We’ll switch to the Gauge.
In the Time field, select your preferred time period.
Open the Filter field and select a filter to start narrowing the scope of your data.
We’ll select Group from the dropdown, select an operator and the Group for which we want to show data, and then click Apply.
Next, click Add status indicators to set visual warning and success indicators.
We’ll set the Display field to Success when the metric is 95 and above, then click Save.
Click + Add status indicator again and fill in the Warning value, then click Save.
Click + Add Slack notification and connect to Slack if you’d like to be notified when the threshold criteria are met.
Select the channel you want the notification to post to, then click Close.
Add a title to the top of your widget.
Click Save to add the widget to your dashboard.
Expand your dashboard
Duplicate widgets to quickly build more
Now that your first widget is built, continue adding more widgets for the same data source easily with the Duplicate feature:
Hover over top right of an existing widget, click the ellipsis, then click Duplicate.
On the new copy that appears, hover over the top right of your widget, click the ellipsis, then click Edit.
Make any necessary changes to the configuration.
In the Display field, we’ll switch to Satisfaction comments and leave the visualization set to Feed.
Click Save to add the widget to your dashboard.
Arrange the layout of your widgets
To change the layout of widgets on the dashboard, we can move and resize widgets or group them together to make the relationship between data clearer. For instance, we can create a group of widgets specific for satisfaction metrics using the widgets built earlier with these steps:
Move widgets with drag-and-drop; a box will appear indicating where you can drop the widget.
Resize widgets by hovering, then clicking and dragging one of the sides to change the height or width.
Group widgets by dragging and dropping a widget onto another to create a group.
Learn more about designing your dashboard layout.
Add more Zendesk data sources
To bring in data from Zendesk Chat, Talk, or Agent Status, you’ll just need to quickly connect those data sources, then you’ll be ready to create widgets. For this example, we’ll connect Zendesk Agent Status.
Click the + Add widget button on your dashboard.
Search for Zendesk Agent Status and select it.
Choose Start from scratch or select a pre-built widget.
We’ll select Agent status from the list.
Follow the prompts to create the connection and start importing your data.
Once the import completes, the configuration window will automatically appear, and you can start customizing the data.
We’ll leave the metric set to Agent status list.
Click + Add column to add a new metric to the columns if you’d like.
We’ll add Time in status.
Next, change the Sort by field and sort order if preferred.
Click the Filter field and add a filter.
We’ll select a few specific Agents and apply the changes.
Lastly, we’ll open the Visualization options modal and check the box next to Show images.
Once ready, click Add to dashboard to save the widget.
Repeat this process for other Zendesk data sources as preferred.
Explore advanced features
Compare metrics on the same visualization
The Compare metric feature allows you to add multiple metrics to a single chart to showcase the relationship between metrics and surface trends. Some common metric combinations include First reply time vs. First resolution time and Created tickets vs. Solved tickets.
Compare against data from previous periods
On the Number and Line chart visualizations in Zendsk Chat and Support, you can compare the current period to the previous period and display the change as an exact value or percentage. This may be useful if you want to compare Today vs the Same day last week or Yesterday.
Bucket your data with Split by
With the Split by functionality on line and column charts, you can break data out into groups of your choice. This could be useful if you have multiple teams and want to segment data by team to better understand their performance.
Use the Interactive view to investigate the data behind your widgets
Drill down and access the source data using Interactive view to see what’s driving your metrics. Quickly review the root cause behind changes in your data so you can take action.
Next steps
Invite users to build or view dashboards.
Share your dashboard with Share links, Snapshots for Slack, or email.
Use Send to TV to pair a display to Geckoboard and show your dashboard.