Book Image

Mastering Zendesk

By : Cedric F. Jacob
Book Image

Mastering Zendesk

By: Cedric F. Jacob

Overview of this book

Zendesk is a cloud-based customer service solution that is widely used because it is easy, efficienct, flexible, and low cost. It is highly scalable and is great for organizations of all sizes. If you’re a Zendesk administrator and are looking to explore advanced-level concepts, then this book is for you. It covers the core functionalities such as managing users, groups, and the organization, and creating and adding custom fields. You will learn how to add customized ticket channels to your account. Then, you will focus on customizing business rules and extending Zendesk with JIRA and Salesforce. Towards the end, the book emphasizes security and troubleshooting aspects as well as providing tips and tricks to create a more efficient support environment. By the end of this book, you will be able to turn a basic Zendesk setup into a highly customized working environment.
Table of Contents (17 chapters)
Mastering Zendesk
Credits
About the Author
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface

The Zendesk's reporting overview


Zendesk's Reporting Overview provides us with detailed performance reports related to our ticket volume, our agents and our Knowledge Base (Help Center).

In order to navigate to the Reporting Overview, simply click on the Reporting icon located in Zendesk's sidebar:

The Reporting View is subdivided into eight tabs:

  • Overview

  • Leaderboard

  • Knowledge Base

  • Community

  • Search

  • Net Promoter Score SM

  • Satisfaction

  • Insights

Let us have a look at each one of the available tabs.

Overview

The overview offers a quick look at some of the most important key metrics. We can pick the desired time frame by choosing the Reporting period first:

On one page, Zendesk presents us the following statistics:

  • Tickets Stats

    • New Tickets (total)

    • Solved Tickets (total)

    • Backlog (current)

    • Agent Touches (total)

    • Satisfaction Rating (average)

    • First Reply Time (average)

  • Tickets by Channels

    • Web Service

    • Web Form

    • Mail

    • And more, depending on your open channels

  • Benchmark

    • Satisfaction...