The DataHero Blog

Zendesk Analytics & Reporting

August 7th, 2018

Zendesk has become an industry standard when it comes to cloud-based customer support software. It’s ease of use and cloud-based tools for support teams has led it to being used by thousands of companies around the world. We’re such big fans of their easy to use software here at DataHero that we use Zendesk ourselves to handle our support tickets, while using DataHero to dive into our Zendesk analytics. It has allowed us to track and measure our support tickets to ensure that our customers are always receiving the highest level of customer care.

As power users of the platform, it became obvious to us that finding deeper Zendesk analytics and support team reporting would be a major requirement for us to ensure that our customers were being responded to in an effective, timely, and efficient manner. Out of the box, Zendesk does have a nice overview with some basic metrics on team performance and support ticket analysis, but it doesn’t allow the type of granular insights or custom analytics that are often times necessary to get the full picture.

 

datahero-zendesk-overview

 

It’s one of the reasons why chose to integrate directly with Zendesk and build a data connector, letting any business user to analyze their Zendesk results quickly and easily. With DataHero, you can dive deeper into your Zendesk tickets and team performance data to get a more granular view of your customer success department, and share it with your team or executives to always have a pulse on your customer success team performance.

Successful Support with Zendesk and DataHero

When it comes to easily visualizing and analyzing cloud data from 3rd party services, DataHero is unmatched in its ease of use, power, and simplicity. Our easy to use platform enables business users to get insights faster and easier than any other analytics platform, without requiring a data analyst or IT to get involved. There’s no coding required and no SQL queries to wrangle.

With DataHero, it’s incredibly easy to connect your Zendesk data and immediately start analyzing support tickets data, by segment or category, across your entire team. For instance, this chart shows Zendesk tickets for the past month by status, providing a high level view of our team performance before we dive deeper into the results.

 

datahero-zendesk-pie-chart

 

With DataHero, you can easily schedule your Zendesk data to automatically update so you are always looking at your most up to date customer service metrics. You can even combine your Zendesk data with any other data source that has a shared key, so you can merge datasets and get even more detailed insights using other datasets like Intercom. Easily combine Intercom chat results with Zendesk ticket support results to get one unified view of your customer interactions.

 

datahero-zendesk-combine

 

DataHero allows you to look across your support tickets by assigned vs unassigned, on-hold, recently updated, pending, solved, closed, etc. You can also look at Ticket Response metrics like Time to First Resolution vs. Time to Final Resolution.

 

 

Once you’ve created the Zendesk analytics that you most want to track and analyze, it’s easy to add those charts to shareable dashboards, export charts and dashboards as PNG files or PDF reports, or embed those charts on 3rd party sites, blogs, or wikis.

Explore and Tell Us More

We hope this overview of DataHero and Zendesk helps you find faster, deeper insights into your customer support team’s performance. This is only the beginning of what you can do using DataHero and Zendesk together.

We’d love to hear any use-case suggestions you have for further analyzing your Zendesk data. Simply email us at help@datahero.com and we’d be happy to chat.

By Alex Hsi

Create my Free DataHero Account

Get the fastest, easiest way to understand your data today.