Dashboard Stories

Zendesk customer support overview

This dashboard gives high-level visibility of the metrics important to Customer Support for SquaredUp Cloud. This snapshot of the current customer support queues and a year-to-date view shows us incoming ticket volume trends.

Amy Farrell

Product Advovate Lead, SquaredUp

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Challenge

We had Customer Support data across three separate sources so there wasn’t a central place to see all our data or track trends in ticket volume. This meant that we just didn’t go looking for the data as it was too time-consuming. Plus, senior leadership and product managers were unable to get the bigger picture of how everything was working, while front-line customer support team members couldn’t easily gauge trends in the ticket queue or track customer metrics like CSAT and NPS.

Solution

Building a Zendesk dashboard in SquaredUp for Customer Support provided a unified view of the Customer Support tickets and customer metrics. We’ve even been able to set alerts on any dips in the performance metrics. Plus, it saved us spending on Zendesk Explore, which is required to see some of the Zendesk data we wanted access to.

The team and management now has visibility of the most important Customer Support metrics and tracks them.

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Dashboard walk-through

The top text tile makes a nice title for the dashboard and shows this is a Customer Support dashboard for the Cloud product. Simple things like this are important to have so it’s clear what we’re showing on this dashboard.

New Tickets tile

This shows the number of ‘new’ tickets in Zendesk. I’ve filtered this by Cloud so it’s only showing us new tickets about the cloud product so we can focus on metrics relevant to the team. I got this data from the Zendesk plugin using the ‘Tickets by Created Date’ stream.

Average Reply Time

The next tile on the Zendesk dashboard displays the average reply time for Cloud tickets so we understand how long our customers are waiting for a response from Support. It also helps us understand how we’re performing against SLAs. The data was pulled from Zendesk and I used our new SQL analytics feature to join two data streams so I could filter by brand for the reply time metric. I used ‘Ticket metrics by created date’ and ‘Tickets by created date’.

Incoming Tickets YTD

Also using the Zendesk plugin and the ‘Tickets by created date’ stream, I pulled incoming tickets for the year to date onto a line graph. I applied the Timeframe to this tile so that it’s fixed on the current year. This view is helpful to identify trends over the course of the year so far.

Ticket Status

Using the Zendesk plugin again, I created a donut chart view of ticket status using the ‘Tickets by created date’ stream. I’ve set a fixed timeframe one on this for 30 days which shows the status of tickets during that time. It is helpful to keep an eye on this – if there were a lot on hold or pending, it might warrant further investigation.

Open Cloud Bugs

The Open Cloud Bugs tile uses the Jira plugin and the ‘Issues/Open (anytime)’ data stream. By adding the 30-day timeframe and a few filters, I can see only what I’m interested in. Visibility of open bugs helps us understand any issues that could be impacting the customer.

CSAT

I wanted to monitor the CSAT score so I used the WebAPI plugin to pull in the data from Delighted, the platform we use. I’ve also enabled monitoring on this tile if the score dips below 80 and then 60 so we can be proactive if there are issues.

Average First Response

By using the Zendesk plugin, I can track the average time to a first response to a customer’s query. This is different to average reply time which is any reply. But by tracking both, I can see the time difference between the two. I’m again using the ‘Ticket metrics by created date’ stream for this tile.

NPS

We like to keep track of our NPS score, so I used the WebAPI plugin to pull the data from the platform we use to track that. If we see increasing volumes of contacts with a decrease in NPS, for example, this is a helpful indicator for Customer Support. Again, I’ve enabled monitoring on this tile for dips below 50 and 0.

New Tickets – Table

Finally, I’ve added a table showing new tickets coming into the Customer Support team from Zendesk about the Cloud Product. This gives a snapshot so we can see if there are any trends or items that jump out from the list. Plus, users can click right through to the ticket itself in Zendesk if they’re interested in seeing the full ticket. This could be useful in the event of a bug or issue where we’d be able to see when customers are emailing in about the same thing from the subject column.

In the future...

I’d love to keep building out this dashboard and add some other key metrics in here, such as MAU, to help us understand how incoming ticket volume is growing alongside MAU. It would be helpful for me to have visibility of this and would also help the Customer Support team from a workforce planning perspective.

I also think adding a tile of ‘bugs opened today/last 24 hours’ could be useful to understand any newer issues that might be impacting customers. I could also add a table view of bugs which would enable us to click right through to Jira for more detail on individual bugs.

We could even add a tile specific to ticket statuses we might be interested in.

Create your free dashboard

This Zendesk Customer Support dashboard is not available out of the box, but you can easily build something similar yourself using the Zendesk Support plugin.

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