When Alexandre Naudin joined Spash 18 months ago, the fast-growing sports technology startup had a classic scale-up problem: limited visibility into their support performance. With 400 sports centers across France, UK, Italy, and beyond relying on their CCTV and engagement platform, the 3.5-person support team was drowning in requests with no way to prove their impact.

"One year ago, my CEO and CPO had no idea about the status of our tickets or our Aircall activity. It was a big mess."

The challenge: proving performance across scattered tools

As a startup scaling rapidly, Spash faced the typical growing pains around support visibility. The team had Aircall for phone support and later implemented Zendesk for ticketing, but the data lived in silos.

"The commercial team always said that the support team never answers the phone. But I had no way to show them the real, live data."

This lack of visibility created multiple problems:

  • Senior leadership couldn't track support performance or understand team workload
  • Commercial teams questioned support responsiveness without seeing actual metrics
  • Critical Service Level Agreements with clients weren't being monitored effectively
  • Manual reporting took hours pulling data from different systems

For Alexandre, the Service Manager, who manages both customer support and customer success, the scattered data meant spending valuable time on admin rather than actually helping customers.

The solution: bringing Aircall and Zendesk data together

Alexandre had used Airtable at his previous company for dashboard creation, but found it quite complicated to connect with Zendesk and he lacked the support needed to make it work smoothly.

This is when he found Geckoboard.

"It was cool to show the commercial team, dev team, and support team a complete view of our live activity."

With Geckoboard, Alexandre was able to create dashboards that combined:

  • Live Aircall metrics showing call volume, answer rates, and agent status
  • Zendesk ticket data including resolution times and SLA breach warnings
  • Custom workflows for different ticket types (incidents, installations, development)
"You can’t personalize Aircall’s dashboard. But with Geckoboard, I can get the live status for all my agents and combine it with Zendesk data on the same dashboard."

The impact: data-driven accountability

The transformation has been immediate and measurable. Where leadership once questioned the team's performance, now they have clear visibility into their Service Level Agreements.

"The dashboard shows that 80% of calls are answered. The data is a source of truth that makes other teams confident in our levels of service."

The combined Aircall and Zendesk visibility helps the team stay on top of their most critical metrics:

  • Call answer rates to meet SLA requirements
  • Ticket resolution times across different service types
  • Breach warnings to prioritize urgent work
  • Installation status updates to reduce internal queries
"With support, you have service level agreements and you have to respect them. There can be sanctions with your client if you don't respect these SLAs. It's really important for us to show that we’re meeting expectations."

Creating transparency without the admin burden

One of the biggest wins has been eliminating the manual reporting that used to consume Alexandre's time. Instead of pulling data from multiple systems for weekly updates, dashboards now provide instant visibility.

"All the data is on the screen, so people don't ask me anymore. They have the link and are able to clearly see our performance because it's all there in the data."

The team recently started displaying dashboards on office TV screens, creating awareness of performance across the company.

“My agents are happy because now they have proof of the 14-20 calls they take each day. They’re happy to show that they’re not just sitting around waiting for calls.”

Why Zendesk + Aircall + Geckoboard works

For Alexandre, the power of the Zendesk, Aircall and Geckoboard combination lies in making Service Level Agreements visible across all touchpoints - something that would be very time consuming to track manually.

"With Geckoboard, you don’t have to log in to multiple reporting tools. You can add Aircall and Zendesk to one dashboard and show it to everyone. It saves a lot of time"

This unified view helps the team:

  • Prioritize work based on SLA breach warnings
  • Track performance across calls and tickets in real-time
  • Reduce internal queries by making status visible to all teams
  • Prove their impact with concrete metrics rather than assumptions

As Spash continues to grow internationally, having this foundation of visible, accountable support performance gives Alexandre confidence they can scale without losing service quality.

"Since we can see what's happening, we know where we can start to solve issues. Geckoboard helps us communicate our value because everyone can see we're good at our job."

Ready to bring your Zendesk and Aircall data together?

If you're managing a support team with Zendesk and Aircall, Geckoboard makes it simple to combine your call and ticket data in real-time dashboards that keep your team accountable and your stakeholders informed.

Start your free trial and see how easy it is to create dashboards that drive team performance and visibility.