Dashboard Stories

Zendesk Agent Activity dashboard

This dashboard provides an overview of each support agent’s activity over the last 7 days. It lets you toggle between each support agent to see how effective they are with taking and working on tickets.

Mike Halfacree

Customer Support Manager

This is one of three dashboards that get automatically populated with your data when you connect to Zendesk in SquaredUp.

Dashboard snapshot

This dashboard provides an overview of the support agent’s activity over the last 7 days (default timeframe). It shows:

Number of tickets taken
Priority level
Initial Response Time (Median)
Number of tickets solved
Time to Resolution (Median)
Number of tickets closed by one reply (One-touch Tickets)

Toggle between agents

This dashboard also takes advantage of the ‘Dashboard Variables’ feature in SquaredUp, meaning you can easily toggle between support agents, without the need of creating individual dashboards for each support agent.

It gives the ability to display data per support agent, to see how effective they are with taking and working on tickets.

Share data without sharing access

SquaredUp enables you to display and report the data you need to the rest of the business without needing to give individuals access to Zendesk. Secure sharing is enabled via a simple URL, with a range of access control options.

Skip writing queries in Zendesk Explore

It’s very easy to configure the relevant data streams for pulling the data from Zendesk, eliminating the requirement to write queries in Zendesk Explore.

Dashboard walkthrough

The first row of data is made up of a Scalar visualization to show the number of new tickets taken, the Gauge visualization showing the Initial Response Time (Median) for those tickets, and a Donut visualization showing a breakdown of the tickets by Priority.

The second row has three Scalar visualizations, the first showing how many tickets have been solved, the second showing the Median Time to Resolution for those tickets and the third showing how many were solved with one reply.

The third row uses the Table visualization to list the tickets that were taken by the support agent. The Ticket ID is link enabled allowing you to click on it and be taken to the ticket in Zendesk (Login account in Zendesk is required for this).