Track Zendesk Chat data in Geckoboard

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

The Zendesk Chat integration has been designed for the Zendesk Chat product. Adding this data to a dashboard allows you and your team to spot trends, keep an eye on the size of the queue, make sure you're all on the same page and, above all, deliver better service to your customers.

Important note

This article is for our Beta Zendesk Chat integration. This is a new integration and is subject to changes while we continue to build on it.

Warning

It is not currently possible to use the Zendesk Chat integration with accounts that were originally created with Zopim, the previous form of Zendesk Chat.

Create a new Zendesk Chat widget

To create a Zendesk Chat widget, follow these steps:

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

    Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Zendesk Chat integration.
  3. Click on the Zendesk Chat integration.

Note

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

Create a connection with Zendesk Chat

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 Chat widget, you'll be asked to create a connection and authenticate your Zendesk Chat 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 Chat account with Geckoboard, follow these steps:

  1. The authentication box will first ask you to enter the subdomain of your Zendesk Chat account. This can be found from your login details.

    Example

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

  2. Click on the Connect button.

    Our Zendesk Chat integration uses oAuth to connect to Zendesk Chat, so if you're already logged into Zendesk Chat on your browser, you will jump straight to the widget configuration screen after a few seconds.

    If you're not logged in to Zendesk Chat, a popup window will appear and allow you to log in for account authorization.
  3. You're now ready to configure your first Zendesk Chat widget!

Creating multiple Zendesk Chat connections

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

Example

If you want to create a dashboard for the support teams of both mycompany, who log into Zendesk Chat at https://mycompany.zendesk.com, and yourcompany, who log into Zendesk Chat 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 Chat account elsewhere in the browser or logged out of Zendesk Chat completely.
  2. Click Add widget, located in the top right of your dashboard.
  3. Search for Zendesk Chat using the Search sources field.

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

    Example

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

  8. Click on the Connect button.

    If you're already logged into Zendesk Chat on your browser, you will jump straight to the widget configuration screen after a few seconds.

    If you're not logged in to Zendesk Chat, a popup window will appear and allow you to log in for account authorization.

Build your own Zendesk Chat 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 Chat widget, follow these steps:

  1. Use the dropdown menu to select the Metric you'd like to display.
  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, or a table, 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 Chat integration.

  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, leaderboard or table 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.

    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.You can filter to show only those values that the data is or to show only those values that the data is not.
  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 Chat integration:

  • Number of chats.
  • Current queue size (unassigned).
  • Current queue size (assigned).
  • Current queue size (all).
  • Currently being served.
  • Agents currently online.
  • Agents currently away.
  • Agents currently invisible.
  • Satisfaction rating.
  • Average (mean), Median, Maximum, Minimum & Sum:
    • Number of messages (all).
    • Number of messages (sent by agent).
    • Number of messages (sent by visitor).
    • First response time.
    • Chat duration.
  • Average (mean) & Longest:
    • Current wait time.
    • Current chat duration.
    • Current response time.

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 Chat widgets refresh rate

Visualizations powered by the Zendesk Chat integration refresh every 1 minute.

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