Zendesk QuickStart App
Intro
Tracking customer support trends is an important part of any successful organization's operations. The Zendesk QuickStart provides a summary of how well your team is performing with data for backlog management, ticket handling, top performers, and much more.
Usage
Business questions that can be answered:
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How well are you hitting service level?
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How well do you work through your backlog?
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Are you addressing issues in a quality manner?
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Who are your top performers?
Metrics included in the app:
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Open Ticket Priority
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Customer Satisfaction
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Top Resolvers
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Recent Tickets
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New Tickets
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Status Trend
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Backlog Impact
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Unsolved Tickets
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New Tickets
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Customer Satisfaction Trend
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Days to Solve
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Average Hours to Assign
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Average Hours to Respond
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High Priority Tickets
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Top Assignees
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Top Requesters
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Top Ticket Closers
Authentication
To authenticate, you need...
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Username
-
API Token or Password
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Zendesk URL
QuickStart Reports
For report descriptions, see Zendesk Connector.
Report Configuration / Report Details
The selectable reports must be configured as follows:
Report |
Scheduling (Change update settings) |
Parameter(s) |
Selection |
---|---|---|---|
Tickets with Users |
|
None |
|
QuickStart Data
The Zendesk QuickStart will provide the following data collections and cards:
Collection |
Card |
Card Description |
Data Name |
---|---|---|---|
Executive Pulse: How well are you hitting service level? |
Open Ticket Priority |
OPEN TICKET PRIORITY |
Tickets with Users |
Executive Pulse: How well are you hitting service level? |
Customer Satisfaction |
CUSTOMER SATISFACTION |
Tickets with Users |
Executive Pulse: How well are you hitting service level? |
Top Resolvers |
TOP RESOLVERS |
Tickets with Users |
Executive Pulse: How well are you hitting service level? |
Recent Tickets |
RECENT TICKETS |
Tickets with Users |
Executive Pulse: How well are you hitting service level? |
New Tickets |
NEW TICKETS |
Tickets with Users |
Collection |
Card |
Card Description |
Data Name |
---|---|---|---|
Backlog Management: How well do you work through your backlog? |
Status Trend |
STATUS TREND |
Tickets with Users |
Backlog Management: How well do you work through your backlog? |
Backlog Impact |
BACKLOG IMPACT |
Tickets with Users |
Backlog Management: How well do you work through your backlog? |
Unsolved Tickets |
UNSOLVED TICKETS |
Tickets with Users |
Backlog Management: How well do you work through your backlog? |
New Tickets |
NEW TICKETS |
Tickets with Users |
Collection |
Card |
Card Description |
Data Name |
---|---|---|---|
Solution Quality: Are you addressing issues in a quality manner? |
Customer Satisfaction Trend |
CUSTOMER SATISFACTION TREND |
Tickets with Users |
Solution Quality: Are you addressing issues in a quality manner? |
Days to Solve |
DAYS TO SOLVE |
Tickets with Users |
Solution Quality: Are you addressing issues in a quality manner? |
Average Hours to Assign |
AVERAGE HOURS TO ASSIGN |
Tickets with Users |
Solution Quality: Are you addressing issues in a quality manner? |
Average Hours to Respond |
AVERAGE HOURS TO RESPOND |
Tickets with Users |
Collection |
Card |
Card Description |
Data Name |
---|---|---|---|
Resources: Identify top performers and high priority tickets. |
High Priority Tickets |
HIGH PRIORITY TICKETS |
Tickets with Users |
Resources: Identify top performers and high priority tickets. |
Top Assignees |
TOP ASSIGNEES |
Tickets with Users |
Resources: Identify top performers and high priority tickets. |
Top Requesters |
TOP REQUESTERS |
Tickets with Users |
Resources: Identify top performers and high priority tickets. |
Top Ticket Closers |
TOP TICKET CLOSERS |
Tickets with Users |