Product updates

Enhanced Zendesk metrics and filters

We’ve added a range of new metrics and filtering options across our Zendesk integrations, making it easier to monitor more aspects of your support operation. Here’s what’s new.

Zendesk Support

• Total number of tickets replied to
• Group tickets by number of replies (e.g., number of tickets with 1 reply, 2 replies, 3 replies)
• Interactive View now supports sorting on multi-select, tagger, and checkbox custom fields, giving you more ways to slice ticket data directly from your dashboard

Zendesk Agent Status

• Total channel capacity (across email, messaging, phone, etc.)
• Total agent capacity
• Remaining available capacity (by channel or agent)
• Filter work items by group and skill to monitor specific team segments

Zendesk Messaging

• Total messages in queue
• Total assigned messages

Zendesk Voice

• Percentage of calls waiting less than 60 seconds

Support for custom ticket statuses in Zendesk

Our Zendesk Support integration now supports custom ticket statuses, giving you better visibility into your unique support workflow.

You can now filter or split relevant Zendesk metrics by custom status, making it easy to track tickets in stages like “Awaiting Customer,” “Engineering Review,” or any other custom status you’ve set up in your Zendesk account.

To use this feature, simply select Custom Status when filtering or grouping your Zendesk metrics.

Choosing a time period and adding multiple metrics is easier

We’ve shipped some small improvements to help with two important widget-building steps.

Time periods have been streamlined and organized, making it easier to find the option you want. Selecting a custom time period is now easier too.

It’s now easier than ever to add multiple metrics to the same widget, with a more prominent ‘Add metric’ button. Currently available on line, column and table visualizations if the data source allows.

Filter Help Scout metrics by conversation type

Our Help Scout integration now lets you filter metrics by conversation type, giving you more focused insights into your support performance.

When setting up any Help Scout widget, you can now choose to display data for specific conversation channels:

Chat - Live chat conversations only Email - Email support conversations only Phone - Phone support conversations only All - Combined data across all channels (default)

Filter Answered Call % by missed call reason in Aircall

Our Aircall integration now lets you filter metrics by missed call reason on Answered Call %, giving you a more precise view of why calls aren’t being answered.

Support for more Zendesk Voice (Talk) metrics and filters

We’ve massively expanded the range of call-related metrics from Zendesk you can share on your dashboards, opening up a huge range of possibilities for teams using Zendesk Voice.

The new additions can now be found within our existing Zendesk Support integration, and allow you to monitor historical call performance in much more detail than before.

Simply click the new Voice category within our Zendesk Support integration, and select from a range of new metrics including:

• Call volume
• Call completion rate
• Average handle time
• Total talk time
• Hold time
• Wait time
• Abandoned calls
• Good and bad quality calls
• …and more

These can be filtered by a whole range of call-related filters, such as wait time, handle time, group, team, recording status, and call quality, for even more precision.

You can add a customised call feed too, featuring a number of different call properties alongside each call ID, such as the agent taking the call, answer time, talk and handle time, completion status, call quality and more.

For now, real-time Voice metrics — like calls waiting, current longest wait time, and current agent availability — can still be found within our standalone Talk integration. As ever, get in touch with any feedback or suggestions!

Interactive view now available for view-only users

We’ve introduced a new user type called ‘Explorer’ that gives trusted teammates access to Interactive View and Source Data on the dashboards they can see.

Like regular view-only users, Explorers can’t make changes to your dashboards or account settings. But they can now slice and dice metrics using Interactive View and explore the underlying data behind any metric using Source Data.

This means you can give team members deeper access to explore data insights without worrying about them accidentally modifying your carefully crafted dashboards.

To add an Explorer user, head to the People menu and select Explorer from the dropdown when adding your teammate’s email address. You can also give existing view-only users access by going to the Admin section of your account, select People, and change each user’s type using the drop down.

Added Average Handle Time for Zendesk Voice

We’ve added Average Handle Time (AHT) to our selection of Zendesk Voice metrics — giving you an industry-standard metric that’s been tough to track until now.

AHT combines talk time, hold time, and wrap time into a single metric, so you can see the complete picture of how long your team spends handling calls from start to finish.

In Geckoboard you can now track this for inbound calls, outbound calls, or both, and filter by agent, number, tag, and more — giving you the flexibility that Zendesk’s own reporting lacks.

No more manual calculations in Excel or complex formulas in Zendesk Explore. Just add the metric to your dashboard and get instant insights into your team’s call performance.

New Zendesk metrics and filters

We’re continuing to make it easy to access useful Zendesk metrics in Geckoboard, and have added support for unassigned unsolved tickets, assigned unsolved tickets and unreplied unsolved tickets.

We’ve also shipped a useful improvement to filtering. On most Messaging metrics (apart from Averages) we’ve added the ability to filter by multiple values instead of just one. You can now filter and group all Zendesk metrics by ticket submitter too.

Dashboard verification

On larger accounts it can sometimes be unclear who is responsible for managing a dashboard, when it was last updated, and whether the information is still relevant. To make it easier to know who is the main point of contact to channel feedback and suggestions to, we’re introducing dashboard verification.

Individual dashboards can now be assigned an owner who is responsible for verifying the information on the dashboard is relevant and up-to-date. Verified dashboards are labelled with a green tick, giving everyone peace of mind that what they’re seeing on the dashboard can be fully trusted. 

We’ve also added the option to request a detailed breakdown of a dashboard’s history - who changed what, and when - helping you to stay in control and maintain data accuracy. Head to the ‘More’ button on your dashboard to take a look.