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Analyze Zendesk Support Data in DataHero

June 24th, 2014

ZendeskAndDataHero

Today, we’re thrilled to announce a new partnership with Zendesk, the leading customer support platform. Now you can dig deeper into your ticket data with DataHero and analyze support load over time, easily visualize tickets by tag, assignee or status, and chart your tickets by priority. DataHero automatically categorizes your ticket data, analyzes it for patterns, and suggests the most relevant charts to you. Zendesk gives you great data, and DataHero will provide the customizability you need for advanced reporting. You can combine your support data with information from your CRM, analytics or revenue capture systems to monitor how support affects your bottom line.

By connecting DataHero to your Zendesk account you can answer questions like:

  • How does the number of tickets I receive change depending on the day of the week?
  • Which assignees solve the most tickets?
  • On which channels should I focus my support efforts?

After you’ve signed up for your DataHero account, connect DataHero to your Zendesk account then import the Tickets reports to get started. Here are a few examples of the questions you can explore.

Monitor Number of Customer Interactions

The chart below shows the number of tickets filed by the day of the week.

Keeping an eye on the number of cases each day will allow you to plan your support staffing and strategy effectively. In the example above we can see that Tuesday tends to see more tickets being filed than Wednesday, for example.

Support Your Support Staff

The following chart shows the number of tickets by assignee.

Ensure that tickets are spread out as efficiently as possible across assignees to cut down on response times for customers. Here we can see that the blue assignee consistently has a higher caseload than the orange assignee. Perhaps some tasks should be delegated more evenly earlier in the cycles to relieve some pressure.

Prioritize Channels

Similar to the first chart, this chart below displays tickets by creation date and channel:

Monitor the number of cases by channel. If email sees more cases, (or higher priority tickets) then you may want to stress this channel to your support team. Or perhaps one channel is being neglected; you may want to remind your team to check on this one more frequently.

These charts clearly display the data that can lead you to the answers that will make customer support teams more efficient and ultimately lead to happier customers. To get started analyzing your Zendesk data, create your DataHero account and import your Tickets report.

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Need some more information on this partner? Join us for our weekly webinar Wednesdays at 11:30 PST.

By Kelli Simpson

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