This is a Pro data source. If not available on your plan please upgrade or contact our support team.
In this article, we'll show how to use the Zendesk Talk data source to display information from your Zendesk Talk data on your Geckoboard dashboard.
Tip: Get all your Zendesk metrics onto Geckoboard by using our Zendesk Support integration in combination with this one.
Create a new Zendesk Talk widget
To create a Zendesk Talk widget, follow these steps:
Click Add widget, located in the top right of your dashboard.
Search for Zendesk Talk using the Search sources field.
Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Zendesk integration.Click on the Zendesk Talk integration.
Create a connection with Zendesk
Note
If you're restricting access to your Zendesk using IP restrictions, you'll need to include these IPs to connect to Geckoboard.
When adding your first Zendesk widget, you'll be asked to create a connection and authenticate your Zendesk account so that we're able to collect your data and display it on the dashboard. You only need to create this connection once – we'll take care of the rest.
To connect your Zendesk account with Geckoboard, follow these steps:
The authentication box will first ask you to enter the subdomain of your Zendesk account. This can be found from your login details.
Example
If you log in to Zendesk at https://mycompany.zendesk.com, your subdomain is mycompany.
Click on the Connect button.
Our Zendesk integration uses oAuth to connect to Zendesk, so if you're already logged into Zendesk on your browser, you will jump straight to the widget configuration screen after a few seconds.
If you're not logged in to Zendesk, a popup window will appear and allow you to log in for account authorization.You're now ready to configure your first Zendesk widget!
To connect a different Zendesk account to the one you've already connected to Geckoboard, see connect multiple accounts to data sources.
Configure your Zendesk Talk widget
Number widget
To display a Zendesk Talk metric in the form of a number visualization, simply:
Choose a Zendesk account (if you have more than one).
Give your metric a Title.
Pick a metric from the drop down menu i.e. "Longest wait time".
Use a Filter if you want to calculate the metric for a particular phone or set of phones.
Finally, set a Goal.
Leaderboard
To display a Zendesk Talk metric in the form of a leaderboard visualization, simply:
Choose a Zendesk account (if you have more than one).
Give your metric a Title.
Pick a Metric from the drop down menu i.e. "Calls accepted".
Use a Filter if you want to calculate the metric for a particular group.
Answer rate and Abandoment rate metrics
To bring more insights into your Zendesk Talk metrics, we offer total Answer rate and Abandonment rate calculations.
The Answer rate gives you a percentage of calls your business answered today and calculated as:
1-(total calls abandoned in queue / total inbound calls)
The Abandonment rate gives your a percentage of calls abandoned in the queue today and calculated as:
total calls abandoned in queue / total inbound calls