Dashboard Stories

Zendesk KPI dashboard for a wallboard

This dashboard displays key KPIs for support tickets over the last 7 days. You can easily report service desk stats to the business without giving individuals Zendesk access.

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 KPI data for Support Tickets over the last 7 days (default timeframe). It allows you to see the following at a glance:

Number of tickets created and solved
Whether you're hitting your initial SLA goal
How quickly tickets are being solved
How many interactions (replies) to resolution
Number of tickets taken by assignee
Priority breakdown
That all-important CSAT score

Easily share your KPIs

With this handy KPI overview, it is easy to display and report service desk ticket stats to the rest of the business without needing to give individuals access to Zendesk.

Our handy Sharing feature makes this possible via a simple URL, with varying options for access control.

This data can also be shared to a wider audience via a wallboard in the office.

Skip the hassle of Zendesk Explore

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

Dashboard walkthrough

The first row of data is made up of:

Two Scalar visualizations showing how many tickets were Taken and Solved.
A Gauge visualization which is calculating the Median Initial Response Time on tickets. This has monitoring enabled, so the Gauge is Green below 50 mins, Amber between 50-59 mins and Red 60+ mins.
Another Scalar visualization which is showing the Median Time to Resolution on Solved tickets.

The second row displays:

A Line Graph showing a breakdown by day for the last 7 days of total tickets created and solved, along with trend lines.
A Donut showing the tickets created by Priority
A second Donut showing number of replies to resolution on solved tickets.

The third row shows:

A Bar Chart showing how many tickets were taken by selected Support Agents
A Scalar visualization showing how many tickets were resolved with 1 reply (One-touch Tickets)
Another Scalar visualisation showing the CSAT score