Track Zendesk Support data in Geckoboard

In this article, we'll show you how to display information from your Zendesk Support data on your Geckoboard dashboard.

The Zendesk Support integration has been designed for the Zendesk Support product. Adding this data to a dashboard allows you and your team to keep an eye on live ticket volume, spot issues quickly, stay on track to hit your goals and, above all, deliver better service to your customers.

Important note

If you're using the integration with the legacy marker , please be aware that no additional updates will be made to this. We do recommend moving your widgets to the newer integration where possible.

Looking for information on the legacy integration?

You can find out about this here.

Presets for Zendesk Support widgets

Customer feedbackSatisfaction comments  Feed

  Metric Labels for values or horizontal axis Timeframe Visualization
First reply time Average First reply time (calendar)   Past 7 days Number (time)
Full resolution time Average Full resolution time (calendar)   Past 7 days Number (time)
Ticket volume Number of created tickets Day Past 28 days Line chart
Unsolved tickets All tickets (Status ≠ Solved, Closed)     Number
Tickets requiring attention Ticket details (Status = New, Open) Ticket ID, Subject, Created at   Table
Unassigned tickets Ticket details (Assigne has no value, Status ≠ Solved, Closed) Ticket ID, Subject, Created at   Table
Customer satisfaction rating Satisfaction rating   Past 28 days Number (percentage)
Tickets by category Number of created tickets Status Past 7 days Bar chart
Top ticket solvers Number of solved tickets Assignee Today Leaderboard

It is possible to edit these presets to present the data in a way that works for your needs. You can also select the option to Build your own widget and display other metrics, timeframes or ways of grouping or splitting the data.

Create a new Zendesk Support widget

To create a Zendesk Support widget, follow these steps:

  1. Click Add widget, located in the top right of your dashboard.
  2. Search for Zendesk Support using the Search sources field.

    Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Zendesk Support integration.
  3. Click on the Zendesk Support integration.
  4. Choose an option from the list of preset visualizations or select the option to Build your own widget from the bottom left of the list.

Note

Is this is your first Zendesk Support widget? You'll need to connect your Zendesk Support account to Geckoboard.
If not, you can skip to configuring your Zendesk Support widget.

Create a connection with Zendesk

Note

If you're restricting access to your Zendesk account using IP restrictions, you'll need to whitelist these IPs to connect to Geckoboard.

When adding your first Zendesk Support 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:

  1. 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.Zendesk_connection_subdomain.png

  2. Click on the Connect button.

    Our Zendesk Support 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.
  3. You're now ready to configure your first Zendesk Support widget!

Creating multiple Zendesk connections

You may need to create Zendesk Support widgets using a different account to the one you used to create your first Zendesk Support widget.

Example

If you want to create a dashboard for the support teams of both mycompany, who log into Zendesk at https://mycompany.zendesk.com, and yourcompany, who log into Zendesk at https://yourcompany.zendesk.com, you would need to connect separately to these subdomains within Geckoboard.

In these cases, you can follow the instructions below to connect a different account or select it for the widget you're creating:

  1. Make sure that you are logged in to the correct Zendesk account elsewhere in the browser or logged out of Zendesk completely.
  2. Click Add widget, located in the top right of your dashboard.
  3. Search for Zendesk Support using the Search sources field.

    Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Zendesk Support integration.
  4. Click on the Zendesk Support integration.
  5. Choose an option from the list of preset visualizations or select the option to Build your own widget from the bottom left of the list.
  6. From the top right hand corner of the widget configuration page, click on the name of the Zendesk subdomain being used to create the widget.
  7. Select the subdomain you need or click on the Add account option to make a new connection
  8. Enter the subdomain of your Zendesk account into the authentication box. This can be found from your login details.

    Example

    If you log in to Zendesk at https://mycompany.zendesk.com, your subdomain is mycompany.Zendesk_connection_subdomain.png

  9. Click on the Connect button.

    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.

Build your own Zendesk Support widget

The widget configuration screen enables you to select the metrics you want to show, as well as choosing the visualization you'd like to use and adding any filters to the data.

You'll see a preview of the widget as you create it. This will use real data from your Zendesk account.

Each time you make a change you'll see a message at the bottom left of the preview to indicate whether we're still collecting this data or whether it's complete.

To configure your Zendesk Support widget, follow these steps:

  1. Use the dropdown menu to select the Metric you'd like to display.

    Note

    Business hours are only available to Professional and Enterprise level Zendesk accounts and must be set up within your Zendesk instance in order to be available from us. You can learn more about this and read the instructions for setting it up here

    Note

    Customer Satisfaction data can only be collected from Zendesk Support if the connected account has Admin level access. 

  2. For some metrics, we'll need additional information on how you would like the metric to be presented. In these cases, an additional dropdown will appear to the left of the metric name and you can select the value you're looking for.

    Tip

    You may find that the Median value gives you a more accurate picture than the Average value (which shows the mean) for time-based metrics such as the First reply time.

  3. If you're creating a line or column chart, you may wish to compare more than one metric within the same chart. You can choose Select multiple... from the dropdown Metric menu to select extra metrics to visualize. Once this has been done you can use the Add metric button below the dropdown menu to add more metrics.

    Tip

    It is possible to compare up to 9 different metrics with a line chart and up to 3 different metrics with a column chart. You can also delete any metrics that you do not wish to include by clicking on the X to the right of the metric name.

    Note

    It is only possible for us to compare metrics which are measuring the same type of value. It is not possible to compare a percentage with a duration on the same chart, for example. 

  4. Select the visualization you want to use from the options below the metrics.Visualisation_types.png
    Not all visualizations are appropriate for all metrics and we will only show the visualizations that will be able to provide data for your chosen metric(s).

    Tip

    Using appropriate visualizations can make a world of difference while consuming your dashboards and can help inspire action. We’ve created this handy flowchart which makes it easy to identify the best visualization for the metric you're looking to display.

  5. Select a Time value that you'd like to see data for.

    You can use the Past 7, 1428, 30, or 90 days option to track the previous 7, 14, 28, 30, or 90 full days, or the TodayThis week, or This month option to show the calendar day week, or month in progress. It is also possible to use a Custom timeframe up to the last 2880 hours, 120 days, 17 weeks or 3 months.

    Note

    We always count the week as beginning on a Monday in this Zendesk Support integration.

    Tip

    We collect data for a maximum time period of 90 days and cannot show a comparison by collecting the data before this point.
    If your Zendesk account contains a lot of information, it may not be possible to collect enough data for longer time periods without running into limits for Zendesk's API. Each page of data from their API contains 100 entries so the number of requests can add up quickly if there are a lot of tickets. If you're seeing errors due to API limits, please try shortening the time frame used for the widget.

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  6. If you are using a line chart or number widget, you may want to show a comparison to the same metric over the previous time period.
     

    Important note

    A number widget can have either a comparison or a goal but not both. If you add a goal, the comparison will no longer be visible.

  7. You may need to Group your data by a particular value in order to create a chart or leaderboard so that we know which values to use for rows or labels or for the horizontal axis of a chart. For example, it's possible to see many of these metrics calculated for particular agents or tags as well as showing them by time.

    This option is expressed in different ways for different visualizations: 
  8. If you're creating a line or column chart, and haven't chosen additional metrics to compare, you may want to split the data, for example to show performance for particular groups or agents within the same chart. It is also possible to split the data by custom fields from your Zendesk instance. 

    Tip

    It is only possible to use the Split by option when looking at a single metric.

    Warning

    As with additional metrics, the maximum number of columns available is 3 and the maximum number of line chart series is 9. If more than this is available, you will not see all of the available data.

  9. Add any optional Filters to refine this data and click on the Apply button.

    When adding filters, you'll be taken to a new menu and can choose a filter from the dropdown options and a value that you'd like this filter to match.

    Most filters allow you to select that it is or is not a specific value or that the filtered option has any value or has no value. Time based filters, such as Created at allow you to select a timeframe of the Past 7, 1428, 30, or 90 days or TodayThis week, or This month.
     It is possible to assign multiple values to the same filter but not to use the same filter more than once within the same widget. You could see the same data by filtering to show only those values that the data is or to show only those values that the data is not but you could not choose both of these options.

    Example

    If you'd like to see only new and open tickets, you could apply the filter Status is and the options New and Open, or you could apply the filter Status is not and the options Pending, Hold, Solved and Closed

  10. If necessary, enable the option to set a Goal and fill in your goal value. You can also specify whether it's a Less than or More than goal. If the metric is a duration, you'll need to complete the goal in days, hours and minutes in the separate boxes for each. 

    Warning

    If you are using a number widget with a comparison, this will be disabled when you add the goal. It is not possible to show both a comparison and a goal within a number widget.

  11. You can use the Fine-tune Menu to change the number of decimal places used or add additional information about the values being displayed. Instructions for this are available here.
  12. Click on the Add to dashboard button.

Which metrics are available in this integration?

The following metrics are currently available in the Zendesk Support integration:

  • Ticket details.
  • Satisfaction comments.
  • Number of received tickets.
  • Number of solved tickets.
  • Number of all tickets.
  • Number of SLAs breached.
  • Number of SLAs achieved.
  • Satisfaction rating (CSAT).
  • Average (mean), Median, Maximum, Minimum & Sum:
    • First resolution time (calendar).
    • First resolution time (business).
    • Full resolution time (calendar).
    • Full resolution time (business).
    • First reply time (calendar).
    • First reply time (business).
    • On-hold time (calendar).
    • On-hold time (business).
    • Agent waiting time (calendar).
    • Agent waiting time (business).
    • Requester waiting time (calendar).
    • Requester waiting time (business). 

Tip

If you're not sure which metrics to track, you might be interested in our SaaS Metrics Generator, which can help you find the right metrics and learn more about them.

Zendesk Support widgets refresh rate

Visualizations powered by the Zendesk Support integration refresh every 10 minutes.

The Legacy Zendesk Support integration

Important note

Some users may see a Zendesk Support integration marked as legacy. This has been replaced with a new and better integration, which covers all of the same metrics. We would recommend moving your widgets to the new integration if possible.

The Legacy Zendesk Support integration used a number of preset widgets. The table below shows which widgets were available in this integration and how frequently they refreshed:

  Refreshes every
Priority RAG 5 minutes
Recent Satisfaction Rating Comments 10 minutes
Satisfaction Rating 10 minutes
Satisfaction Rating RAG 10 minutes
Status Bar Chart 5 minutes
Ticket Count 10 minutes
Ticket View Count 10 minutes
Ticket Stats 5 minutes
Oldest Ticket 5 minutes
Top Ticket Solvers 5 minutes

Warning

The legacy Zendesk Support integration used a week beginning on Sunday and ending on Saturday. This may cause a mismatch with data in the new Zendesk Support integration, which uses a week beginning on Monday and ending on Sunday.

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