Zendesk is a customer platform that enables companies to track customer interactions and address customer issues through tickets and other customer support services. This Block will help you establish the foundations of your analysis, which you can then augment with additional objects based on your customized schema.

Reduce costs, improve the customer experience, and identify and reward outstanding performance by leveraging the pre-built analyses in Looker’s Zendesk block. This block includes three dashboards which provide analysis on agent performance, ticket submissions, and overall customer support metrics. Each dashboard and insights they uncover are described below.

  • Overview dashboard
    • View ticket submissions over time to understand the level at which your customers are leveraging your support team
    • See the breakdown of ticket submissions by channel to understand where most of your support requests are generated
    • See your top 20 all-time agents, requesters, and organizations by number of tickets to see identify the key players in customer support
    • See a ticket tag breakdown over time to understand how customer priorities have shifted
  • Agent performance dashboard
    • Monitor your support team’s all-time reply and resolution time to measure against SLAs
    • See how your team’s response and reply time have fluctuated over time to identify trends and opportunities for improvement or celebration groups and more efficiently manage resources
    • Identify top performers in your organization
  • Ticket submissions dashboard
    • Evaluate the volume at which organizations are submitting tickets to identify which organizations are requiring the most attention of your team
    • Identify how average tickets per organization changes over time to see whether documentation, tutorials, demos, and product changes or releases are taking a load off your team
    • See ticket submission volume by hour of the day and day of the week to more efficiently allocate resources