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