This guide walks you through the various options available when customizing Zendesk Support widgets.

Widget config for Zendesk Support

Account

With Geckoboard you can connect to multiple Zendesk accounts. To do this, open the Connection menu and click Add connection.

Metric

The metric picker allows you to select any of the Zendesk Support metrics Geckoboard supports.

Line charts, Column charts and Tables allow plotting a second metric on the same widget. To do this, click Add second metric.

For example, you could try use add a second metric to show Solved tickets data alongside Received tickets.

example of multiple Zendesk metrics on the same Geckoboard chart

Visualization picker

The visualization picker allows you to choose between plotting your data as:

  • Number

  • Line chart

  • Column chart

  • Bar chart

  • Leaderboard

  • Table

The options available depends on how you've configured your widget. See our guide to choosing the right visualization for your data.

Grouping

If you want to group by a certain dimension you need to select a visualization that supports grouping:

  • Column chart (under Horizontal Axis)

  • Bar chart (Labels)

  • Leaderboard (Labels)

  • Table (Group by)

For example, you could try the Leaderboard visualization configured to show Solved tickets by Assignee or Open tickets by Priority.

Grouped leaderboard widget showing Zendesk ticket data

Split by

If you're creating a Line or Column chart and haven't chosen additional metrics to compare, you can Split by a chosen dimension. It's also possible to split your data by custom fields created in Zendesk.

For example, you could try splitting Ticket volume by Group (team or department).

example of a line chart showing Zendesk data split over the same chart in Geckoboard

Time

The time picker allows you to select timeframe for your data. You can also create a Custom period from the bottom of the select menu.

Compare to previous period

If you're creating a Number or Line chart, you can compare to a previous period.

For example, you could try comparing Today to the Same day last week.

Comparing today's data to the same day last week

Min/Max values

The Gauge visualization supports setting minimum and maximum values. If left blank, these values are automatically calculated.

Filter results

Filters allow you to dial in to the exact value you care about. Filter options available include:

  • Is: show only those values that the data is

  • Is not: show only those values that the data is not

For example, you could aggregate New and Open tickets.

examples of using filters to refine your Zendesk ticket data in Geckoboard

You could also use filters to show your CSAT by Agent or First reply time by Group as leaderboards.

examples of using alternative visualizations and filters to refine your Zendesk data in Geckoboard

You can also filter by custom fields. Currently we only support the drop-down field type from Zendesk. If you're not sure what type of field it is, you can check in your Zendesk account under Admin > Ticket Fields to confirm whether it's available to use in Geckoboard.

Set a goal

On the Number, Line, Column and Bar charts visualizations it's possible to show your progress towards a chosen target by setting a goal.

Setting a Starting from value on Number visualizations enables you to set more meaningful goals.

Formatting

The Formatting menu allows you to overrule the automatically set number of decimal places used, or add additional information about the values on your widget. For more information, see our guide to using the data formatting options.

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