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.
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.
Following on from our recent launch of numeric filters for Zendesk, HubSpot, Aircall and Pipedrive, we’ve now expanded this functionality to our Google Analytics and Google Ads integrations.
You can now filter a wide range of metrics by numeric values, including:
Google Analytics: Session length, sessions per user, views per user, views per session, conversions, event count, revenue, ad impressions and more.
Google Ads: Average cost, CPC, CPM, conversions, conversion value, clicks, cost, impressions and more.
Want to track how many visitors to your website have had 3 or more sessions? Or monitor ad campaigns with spend above $1000? Simply click ‘filter’ on any supported metric and choose from equals, does not equal, greater than, or less than options.
We’ve added a new set of metrics to our Zendesk Support integration that track how many touches it takes to resolve tickets — helping you spot efficiency patterns and flag complex cases where you might want to step in.
You’ll find these new metrics under a new category within your Ticket metrics - Agent replies distribution:
All metrics can be filtered by channel, assignee, tag, and other criteria for deeper insights into your support team’s performance.
If you’ve got more than a handful of dashboards in your Geckoboard account, you’ll be very happy to learn we’ve shipped a new way to organize and group your dashboards into folders.
Admins on a Pro plan or above can create a new folder by opening up the list of dashboards to the left of your account, and clicking the folder icon in the top right. You can then organize your existing dashboards into these folders for better structure and easier navigation.
What might you use this for? We use this on our own account in a number of ways:
Whether you’re managing dashboards for multiple teams or just want to keep your own collection tidy, folders give you the flexibility to structure things exactly how you need them.
We now support the ability to build your own custom metrics for Leads, Contacts, Companies and Tickets in HubSpot, powered by custom properties. This expands our recently-added support for Deal metrics built off custom properties, opening up even more possibilities for those tracking bespoke data in HubSpot.
We’ve expanded our HubSpot integration to include a wide range of metrics and data related to leads in your HubSpot account.
New metrics now available include leads created, open leads, in-progress leads, qualified and disqualified leads, lead qualification rate, time spent in each lead stage, and a live feed of lead activity.
For even greater flexibility, these metrics can now be filtered by lead stage, lead type, label, lead source, custom lead properties, and more.
Our Zendesk, HubSpot, Aircall and Pipedrive integrations now let you filter relevant metrics by numeric values.
Want to track how many calls were longer than 10 minutes? Or how many support tickets this week had a first reply time greater than 2 hours? Or the number of deals brought in by a rep this quarter that fall below a specific amount? It’s now all possible by clicking ‘filter’ and selecting from the wide range of new filter options available.
We’re excited to introduce a whole new set of real-time metrics for Zendesk Messaging — making it easier than ever to track conversations the moment they hit your queue and get picked up by agents.
You’ll find these new metrics under the Messaging category in our Zendesk Support integration. From there, you can choose from a range of metrics that update in real time as conversations enter the queue.
Currently supported:
All metrics can be filtered by channel and group for deeper insights.
We’d love to hear your feedback or requests — get in touch!
We’ve added a new ’Cancellations’ metric to our Stripe integration, available for both Subscribers and Subscriptions.
