Zendesk

Zendesk can help you build better relationships with your customer by improving your reliability, flexibility, communication, and more through a family of customer service products. Grow enables you to visualize and analyze your Zendesk data so your team can better understand, manage, and respond to the needs of your customers.

Get More with Grow — Your Zendesk Reporting Tool

  • Gain powerful insights when you add Zendesk to your all-in-one business command center in Grow.
  • Connect, blend, customize, and monitor data from Zendesk alongside your other essential business data in real-time, in the palm of your hand.
  • Strategically visualize your data to focus your team around the goals and objectives that matter most.
zendesk dashboard

Mike Roth
Head of Business Operations & Strategy
Afterpay

“Grow allows us to collate data from Zendesk and from all of our other data sources in a centralized space, and display to the team the data in real time. It is a fantastic way for us to be able to share our sales and customer service performance with our team.”

Questions You Can Answer With
Zendesk + Grow

How many open tickets do I have?

How many open tickets are there per rep?

What is my company average reply time?

What are the satisfaction ratings over the past 30 days?

What were the last 25 bad ratings with a comment?

How many support tickets were created today?

Reports and Data Available From Zendesk

Organizations: List of the organizations included in the Zendesk account.

Satisfaction Ratings: List of satisfaction ratings in a given time period, good/bad score, date requested, comment, and reason. Satisfaction ratings must be enabled on your account.

Search: This report allows you to query Zendesk and narrow your data to resource type, dates, or object properties, such as requester or tag.

Tickets: All tickets submitted, including date created, source details, type, status, recipient, organization id, tags, when due, satisfaction rating, etc.

Ticket Metrics: Metrics associated with each ticket, including current status, custom fields, reopens, replies, date solved, time to first response, time to full resolution, etc.

Users: List of all account users, their name, email, status, role etc.

Views (all): List of all views set up on your account, includes name, ID, date created, etc.

Views (detailed): Using the list ID, see all tasks assigned to a specific view.

Tags: List of each tag and associated count.

Example Metrics From Zendesk

zendesk
  • Open Tickets
  • Average Response Time
  • Satisfaction Ratings
  • New TIckets
  • Customer Feedback
  • Tickets by Status by Day of the Month