In this article, we'll cover Geckoboard features that will help unlock more valuable insights from your Zendesk data.
Set goals for your number visualizations
If you have a clear target for your support metrics (e.g., reducing “First Response Time” to 2h from the current 4h average), you can include this on your number visualizations.
Geckoboard visualizes your progress towards targets and goals (including goals that you expect to go up or down). This article explains how to do it.
Embed your dashboard into Zendesk to boost visibility
One of the great things about Geckoboard is that it helps you create better visibility for your metrics.
So, if your support team spends most of their time in Zendesk, it makes sense to embed your Geckoboard dashboard inside the Zendesk platform, where even more agents will see it more often.
This can be achieved using Zendesk’s iFrame app and Geckoboard’s Share links. To set up the iFrame app, provide the items below:
A title for your dashboard
The iFrame URL of your dashboard (insert your sharing link here)
An abbreviation to display in Zendesk (we recommend GB for Geckoboard)
Use Interactive Views to investigate the data behind your widgets
You can drill down and access the source data for all your Zendesk visualizations (except tables). This allows you to see what’s behind your KPIs.
For example, if your CSAT has just gone down, you can zoom in to find out the tickets that caused the change.
Similarly, if you are monitoring the overall FRT of the entire team, you can drill down to see how individual agents are performing and how they are impacting the metric.
Display your team status
If you are using Omnichannel Routing, you can create a view of your teams' status using our Zendesk Agent Status data source.
Display Zendesk Messaging metrics
Using the Zendesk Support data source, you can create a wide range of metrics from Messaging with two different methods.
If you'd like to display queue activity metrics, select the Messaging option from the Display field of a Zendesk Support widget, then select your preferred metric.
Alternatively, if you're interested in ticket-specific metrics, you can display data by selecting any of the ticket metrics and applying a filter to target only the Native messaging channel.
Compare historical metrics to see how their relationship evolves
When tracking historical data, it is often handy to compare the behavior of different metrics over a rolling time period.
For example, if you have a line chart for monitoring ticket creation over the past 14 days, you can put that into context by comparing it against the number of tickets solved in the same time period.
This is possible by using the + Compare metrics option within the Display field.
The most commonly compared metrics include:
Created tickets vs. Solved tickets
First reply time vs. First resolution time
Number of SLA tickets breached vs. Number of SLA targets achieved
Create triggers in Zendesk to keep track of specific metrics
Want to visualize a metric that Geckoboard doesn’t support? It’s very possible that you can still achieve this through the use of tags and triggers.
Using Triggers, you can tag tickets in Zendesk when certain conditions are met. You can then use Geckoboard to visualize metrics related to your tagged tickets.
For example, with Geckobaord, you can keep track of the one-touch resolution rate. But what if you want to know the absolute number of one-touch tickets (instead of the ratio)? Creating a couple of triggers in your Zendesk instance allows you to monitor the volume of tickets solved in one interaction.
The possibilities for reporting on events that fall within specific conditions are endless. Other useful examples include creating triggers to:
