Track Zendesk customer support data in Geckoboard

Zendesk website: https://www.zendesk.com/

Zendesk is web-based help desk software that helps users by creating a support ticket system and self-service customer support platform. Zendesk makes it easy to set up multiple customer service channels using web, email, online chat, Twitter and community forums.

Our Zendesk integration lets you see all your key customer support data on a real-time dashboard without constantly having to log in to Zendesk or GoodData. You can keep a close eye on how you and your support team are performing and work towards improving the customer experience you offer.

 

In this article:

 

Adding a Zendesk widget to your dashboard



1. Click Add Widget at the top right of your dashboard.

2. On the page of Integrations, choose Zendesk (or search for 'Zendesk' in the search box).

3. Finally, select the type of Zendesk widget you would like to add.

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Creating a connection and authenticating with Zendesk



When you add a Zendesk widget for the first time, you'll be prompted to create an connection and authenticate your Zendesk account with Geckoboard.

Once connected, Geckoboard will pull in the data from Zendesk straight to your dashboard. You only need to create the connection once, Geckoboard will take care of the rest.

1) Enter the subdomain of your Zendesk account. If you use https://mycompany.zendesk.com/agent to log in to your Zendesk account, your subdomain would be mycompany.

Zendesk_connection_subdomain.png


2) Click 'Connect'. Our Zendesk integration uses oAuth to connect to Zendesk, so if you're already logged into Zendesk on your browser, you will jump straight into the 'set up widget' screen after a few seconds.

If you're not logged in to Zendesk, a popup window will allow you to authorize your account.

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Types of Zendesk widgets and examples



Our Zendesk integration offers 9 widgets to track different aspects of your customer support.

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Oldest Tickets



The Oldest Tickets widget lets you track your oldest ticket. You can also use filters to drill down further. 

Now set up your widget

Oldest_Tickets_Setup.png

 

The result should look like this

Oldest_Tickets_Widget.png


Widget Notes:

The 'Metric' field provides 2 options:

  • Oldest unassigned ticket: Choosing this option will display the ticket details and time elapsed of your oldest unassigned ticket.

  • Last customer response in oldest open ticket: This shows the ticket details and time elapsed since the last customer update on your oldest open ticket. Selecting this option will bring up the 'Filter By' field using which you can filter based on your Zendesk groups or by individual customer support agents.

(If you wish to know more about Zendesk groups, click here. To know more about Zendesk agents, click here.)


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Top Ticket Solvers  



This widget shows you the agents or groups that have solved the most tickets today.

Now set up your widget

Top_Ticket_Solvers_Setup.png

 

The result should look like this

Top_Ticket_Solvers_Widget.png

 

Widget Notes:

  • The Top Ticket Solvers widget displays as a list.

  • You can list the top ticket solvers either by your individual customer support agents or by the groups you've created in Zendesk.


(If you wish to know more about Zendesk groups, click here. To know more about Zendesk agents, click here.)


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Priority RAG



The Priority RAG (Red, Amber, Green) widget allows you to filter tickets by status and then display a breakdown by priority.

Now set up your widget

Priority_RAG_Setup.png

 

The result should look like this

Priority_RAG_Widget.png

 

Widget Notes:

  • The widget allows you to filter by one or more ticket statuses - Open, Pending, Hold, Solved, Closed.


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Recent Satisfaction Rating Comments



This widget displays the recent comments you've received from your customers. 

Now set up your widget

Recent_Satisfaction_Rating_Comments_Setup.png

 

The result should look like this

Recent_Satisfaction_Rating_Comments_Widget.png

 

Widget Notes:

  • A maximum of 10 recent comments will be displayed on the widget.

  • You can choose to display all, only the good or only the bad satisfaction ratings comments in the widget using the 'Comment Type' option.

  • Only those satisfaction ratings in which your customers have given comments will be displayed on this widget. To track overall customer satisfaction ratings, use the Satisfaction Rating or Satisfaction Rating RAG widgets.


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Satisfaction Rating



This widget displays your current customer support satisfaction rating (based on your last 100 tickets) as a percentage.

Now set up your widget

Satisfaction_Rating_Setup.png

 

The result should look like this 

Satisfaction_Rating_Widget.png


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Satisfaction Rating RAG



This widget displays your current customer support satisfaction rating (based on your last 100 tickets) as a RAG (Red, Amber, Green) visualization.

Now set up your widget

Satisfaction_Rating_RAG_Setup.png

 

The result should look like this

Satisfaction_Rating_RAG_Widget.png

 

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Status Bar Chart



The Status Bar Chart widget is a powerful widget offering multiple configuration and filtering options using which you can track different aspects of your tickets. It displays a bar chart of tickets organized by status.

Now set up your widget

Status_Bar_Chart_Setup.png

 

Here we're tracking numbers and current status for all the tickets (i.e. not filtered by assignment to any specific agents or groups) that a support agent has updated during this year which were front-end bugs (i.e. tagged as frontend_bug in Zendesk).

 

The result should look like this

Status_Bar_Chart_Widget.png

 

Widget Notes:

  • Count Tickets Which Were: This field allows you to fetch the number of tickets based on the actions performed on them:

    Created: 
    Tickets that were created in the time period you've selected.

    Updated: Tickets that were updated (public comments, adding internal notes, changing ticket status, adding tags, etc.) by agents in the time period you've selected.

    Solved: This option will only show up when the 'Solved' status is selected under the 'Filter By Current Ticket Status' field below. Selecting this option will fetch numbers for only those tickets that were explicitly marked as solved in the time period you've selected.

  • In the Time Period: You can select the time period from here. Please note: If today is say 15th July 2015, selecting 'Last 30 days' will display data for the period: 15 June 2015 - 15th July 2015. Selecting 'This Month' will display data for the period : 1st July 2015 - 15th July 2015.

  • Filter By Current Ticket Status: Lets you choose the statuses to display: New, Open, Hold, Solved, Closed. Each selected status is displayed as a bar on the bar chart.

  • Filter By Ticket Type: By default, Zendesk provides four values for Ticket Type: Question, Incident, Problem, and Task. While setting up this widget, you can filter by Type using this field. Selecting 'All' will include tickets of all Types including those tickets which have their Type set to none (as this isn't a required field in the Zendesk ticket submission form). Similarly, if you've disabled the Type field or customized it on your Zendesk, simply select the 'All' option. This will automatically cover all your tickets. You can then use the other filtering options available in the widget to narrow down to the tickets you want to track.

  • Filter By Assignee: Should you desire, you can further filter your tickets based on your individual customer support agents or by the groups you've created in Zendesk.

    (If you wish to know more about Zendesk groups, click here. To know more about Zendesk agents, click here)

  • Filter Tag: This allows you to filter using your Zendesk tags. You can enter multiple tags by separating each with a space.

    (To know more about Zendesk tags, click here)


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Ticket Count 



This widget lets you track the number of tickets in a given time period. The powerful filtering options let you drill down to the specific type of tickets you want to keep an eye on.

Now set up your widget

Ticket_Count_Setup.png 

 

Here we're tracking the number of tickets we've had this month from the EMEA region (group) requesting for a longer trial period (i.e. tagged as trial_extension in Zendesk).

The result should look like this

Ticket_Count_Widget.png

 

Widget Notes:

  • Count Tickets Which Were: This field allows you to fetch the number of tickets based on the actions performed on them:

    Created: 
    Tickets that were created in the time period you've selected.

    Updated: Tickets that were updated (public comments, adding internal notes, changing ticket status, adding tags, etc.) by agents in the time period you've selected.

    Solved: This option will only show up when the 'Solved' status is selected under the 'Filter By Current Ticket Status' field below. Selecting this option will fetch numbers for only those tickets that were explicitly marked as solved in the time period you've selected.

  • In the Time Period: You can select the time period from here. Please note: If today is say 15th July 2015, selecting 'Last 30 days' will display data for the period: 15 June 2015 - 15th July 2015. Selecting 'This Month' will display data for the period : 1st July 2015 - 15th July 2015.

  • Filter By Current Ticket Status: Lets you choose the statuses to filter by: New, Open, Hold, Solved, Closed. 

  • Filter By Ticket Type: By default, Zendesk provides four values for Ticket Type: Question, Incident, Problem, and Task. While setting up this widget, you can filter by Type using this field. Selecting 'All' will include tickets of all Types including those tickets which have their Type set to none (as this isn't a required field in the Zendesk ticket submission form). Similarly, if you've disabled the Type field or customized it on your Zendesk, simply select the 'All' option. This will automatically cover all your tickets. You can then use the other filtering options available in the widget to narrow down to the tickets you want to track.

  • Filter By Assignee: Should you desire, you can further filter your tickets based on your individual customer support agents or by the groups you've created in Zendesk.

    (If you wish to know more about Zendesk groups, click here. To know more about Zendesk agents, click here)

  • Filter Tag: This allows you to filter using your Zendesk tags. You can enter multiple tags by separating each with a space.

    (To know more about Zendesk tags, click here)


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Ticket Stats 



The Ticket Stats widgets lets you get a pulse on how your support team is currently performing by displaying stats relating to response and resolution times for your recent tickets.

Now set up your widget

Ticket_Stats_Setup.png

 

The result should look like this

Ticket_Stats_Widget.png

 

Widget Notes:

  • Calculate Based On: Select from Last 10 Tickets, Last 50 Tickets or Last 100 Tickets to display your metrics for.

  • Time: Lets you choose whether you want to display metrics calculated based on all hours of the day / week or calculated only for your business hours.

    Note:
    1) Your business hours need to be set in your Zendesk account first. You can find out how to do that from here.

    2) The business hours feature is supported by Zendesk only on their Plus and Enterprise plans. If you're on a lower Zendesk plan, checking the 'Only business hours' option on this widget will not have any effect on your metrics being displayed. In other words, the same numbers will be displayed regardless of whether you use this option or not.

  • Metric: The different metrics available to track with this widget are:

    Average Reply Time: The average amount of time to the first reply on a ticket.

    Average First Resolution Time: The average time it took to solve a ticket the first time. A ticket can only have one first resolution time and it will never change.

    Average Full Resolution Time: The average amount of time to finally resolve a ticket. If a ticket is re-opened one or more times after it was first solved, the time will be begin calculating again once the ticket is moved out of the "Solved" status. Unlike 'First Resolution Time', this metric can change.

    Average Agent Wait Time: On an average, the time a ticket is in the 'Pending' state. This value is only computed when a ticket is changed from a 'Pending' state to a different state. If a ticket has a long history (i.e. in the 'Pending' state multiple times) all those times will be computed into this metric.

    Average Requester Wait Time: The average time a ticket is in the New, Open and On Hold states. This value is only computed after a ticket state has been changed from New / Open / On Hold to Pending / Solved / Closed.

    Average On Hold Time: The average total amount of time a ticket was in the 'On Hold' status. This value is only computed when a ticket is changed from the 'On Hold' state to a different state. If a ticket has a long history (i.e. in the 'On Hold' state multiple times) all those times will be computed into this metric.

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