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HOME / DASHBOARDS / ZENDESK

ZENDESK DASHBOARD

Zendesk ticket count metrics by status, user, and satisfaction ratings.

Octoboard data dashboard: Zendesk application dashboard
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:

  • 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.
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Last reviewed:
19-Aug-20
Dashboards:
Reports:
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Data insights:
Office tv output:
Multi-client:

ZENDESK TEMPLATES

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OCTOBOARD dashboards, templates and reports gallery: Zendesk online support dashboard for startups

ZENDESK SUPPORT TEAM PERFORMANCE

Zendesk DevOps dashboard for startups and support teams
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OCTOBOARD dashboards, templates and reports gallery: Zendesk online support report for startups

ZENDESK SUPPORT TEAM PERFORMANCE (REPORT)

Zendesk dashboard for startups and support teams
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OCTOBOARD dashboards, templates and reports gallery: Zendesk talk devops dashboard for business

ZENDESK TALK PERFORMANCE

Key Zendesk Talk performance metrics
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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.
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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.
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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 HUNG 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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