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AUTOMATED REPORTING TEMPLATES
Select template and use our Sales, Finance, SEO, PPC reporting tools to generate automated reports or create online marketing dashboards.
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ZENDESK DASHBOARD
Zendesk ticket count metrics by status, user, and satisfaction ratings.
Zendesk is a customer service and support ticket platform that allows you to receive, track and respond to inquiries and requests from customers. Enable this integration to see these metric groups in Octoboard:
Important: Zendesk Team, Professional or Entreprise plans may be required for some Zendesk Talk metrics to be displayed.
- Tickets statistics
- Activity streams
- Agents rankings
Important: Zendesk Team, Professional or Entreprise plans may be required for some Zendesk Talk metrics to be displayed.
Notes
Use your standard Zendesk login and subdomain (subdomain.zendesk.com) to start collecting data. Octoboard requires read-only access.
ZENDESK TEMPLATES
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ZENDESK SUPPORT TEAM PERFORMANCE
Zendesk DevOps dashboard for startups and support teams
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ZENDESK SUPPORT TEAM PERFORMANCE (REPORT)
Zendesk dashboard for startups and support teams
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ZENDESK METRICS
TICKETS CREATED
Number of support tickets raised daily
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TICKETS RESOLVED
Number of support tickets resolved each day
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CSAT
Percentage of good customer satisfaction rating
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RESPONSE TIME
Average time of first response
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ACTIVITY FEED
Recent tickets
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RESOLUTION TIME
Average time it takes for ticket to be resolved
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TICKETS UNRESOLVED
Number of unresolved tickets
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TICKETS UNASSIGNED
Number of unassigned tickets
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TICKETS PRIORITY
Tickets priority breakdown
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TICKETS STATUS
Tickets status breakdown
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TICKETS TYPE
Tickets type breakdown
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AGENTS RANKING
Agents ranked by tickets
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LIVE TICKETS
Real-time live tickets feed.
Description
Shows real-time Zendesk tickets with indications of priority (Low, Normal, High), status (New, Open, Pending, Solved) and ticket type (Questions, Incidents, Tickets, Tasks). Tabular format is used. Suitable for Office TV dashboards.
This is real-time widget. It is available in Business product (not in Agencies), starting from plan TEAMS.
This is real-time widget. It is available in Business product (not in Agencies), starting from plan TEAMS.
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TICKETS FEED
Real-time live tickets feed.
Description
Shows real-time Zendesk tickets with indications of priority (Low, Normal, High), status (New, Open, Pending, Solved) and ticket type (Questions, Incidents, Tickets, Tasks). It uses compact format suitable for online data displays and for easier data sharing.
This is real-time widget. It is available in Business product (not in Agencies), starting from plan TEAMS.
This is real-time widget. It is available in Business product (not in Agencies), starting from plan TEAMS.
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AVERAGE CALL DURATION
Average time of call across all calls
Tips
Required plan: Zendesk Team
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AVERAGE WAIT TIME
Average time caller spent in queue waiting to be routed to an agent
Tips
Required plan: Zendesk Team
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AVERAGE WRAP-UP TIME
Average wrap-up time across all calls
Tips
Required plan: Zendesk Team
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TOTAL CALL DURATION
Total duration of all calls
Tips
Required plan: Zendesk Team
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TOTAL CALLS
Total number of inbound and outbound calls
Tips
Required plan: Zendesk Team
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TOTAL VOICEMAILS
Total number of calls that went to voicemail for any reason
Tips
Required plan: Zendesk Team
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TOTAL WRAP-UP TIME
Total wrap-up time across all calls
Tips
Required plan: Zendesk Team
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AVERAGE CALLBACK TIME
Average callback time
Description
Average callback time a customer has been waiting for an agent in the queue. Excludes Available agents greeting
Tips
Required plan: Zendesk Professional
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AVERAGE ON HOLD TIME
Average time caller spent on hold per call
Description
Source: Account Overview
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AVERAGE TIME TO ANSWER
Time from system response to agent connect
Description
Average time between system answering a call and customer being connected with an agent. Includes greetings and other recordings played
Tips
Required plan: Zendesk Professional
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TOTAL CALLBACK REQUESTS
Total number of callback requests (successful or not)
Tips
Required plan: Zendesk Professional
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TOTAL HANG UPS
Total number of calls where customer hung up while waiting in the queue
Tips
Required plan: Zendesk Professional
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TOTAL HOLD TIME
Total hold time across all calls
Tips
Required plan: Zendesk Professional
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TOTAL INBOUND CALLS
Total number of inbound calls
Tips
Required plan: Zendesk Professional
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TOTAL OUTBOUND CALLS
Total number of outbound calls
Tips
Required plan: Zendesk Professional
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AGENTS BY WRAP-UP TIME
Average wrap-up time across all calls
Tips
Required plan: Zendesk Team
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AGENTS BY ANSWERED CALLS
Total number of calls agents answered
Tips
Required plan: Zendesk Team
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AGENTS BY CALLS DENIED
Total number of calls agents denied
Tips
Required plan: Zendesk Team
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AGENTS BY CALLS MISSED
Total number of calls agents missed
Tips
Required plan: Zendesk Team
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AGENTS BY TALK TIME
Total talk time across all calls (excludes hold time and consultation)
Tips
Required plan: Zendesk Team
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AGENTS OVERVIEW
Online agents ranking by answered calls and other metrics.
Tips
Required plan: Zendesk Team
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