Bold BI

Zendesk Dashboard Example for Monitoring Customer Service Performance with Bold BI

Zendesk Dashboard Example for Monitoring Customer Service Performance with Bold BI

Zendesk is well-known for its product offerings in customer service and engagement. Since it meets many business needs, it has been adopted by many organizations worldwide. With Zendesk, communicating with customers will be easy and efficient making the customer experience better. For companies doing any kind of business, customer service plays a key role in their success in the market, so it is necessary for them to improve themselves by monitoring their customer service performance. To accomplish this, they can get the support data they need from Zendesk and do the analytics with Bold BI  Dashboards. This article will walk you through building a customer service performance-monitoring dashboard with your Zendesk support data using Bold BI Dashboards.

If you are new to Bold BI Dashboardsregister for a free trial on our website. At the end of the registration process, you will reach the following page view.

homepage view of Bold BI dashboards for monitoring the customer service performance with zendesk data
Homepage of Bold BI Dashboards

Defining metrics for support performance monitoring

Support team performance can be measured by customers’ experiences with your support and their level of expectations met. To monitor the support performance of your team, let us consider the following metrics.

  • Support tickets created over time.
  • Support tickets closed over time.
  • Satisfaction score and comment for each closed ticket.
  • Tickets handled by priority.
  • Tickets by status over a time period.
  • Closed tickets ratio by satisfaction score.
  • Satisfaction score received by support agent.

Getting Zendesk data

The Zendesk Support API allows you to read, update and create data in Zendesk support instances through API requests.

The base URL format for the Zendesk Support API is,
https://<domainname>.zendesk.com/api/v2/<yourendpoint>

Assuming you have a verified user account, authorize against the Zendesk Support API using basic authentication with your email address and password.

For our demo dashboard data preparation, the tickets and users endpoints need to be utilized as illustrated in the following table.

EndpointUsed for
GET /api/v2/tickets.jsonGetting the list of support tickets created and assigned.
GET /api/v2/users.jsonGetting the list of ticket creators and agents to whom the tickets were assigned.

Creating a dashboard and data sources

Creating a new blank dashboard

  1. Select the New Dashboard tile in the homepage of Bold BI Dashboards, hence the Create Dashboard window opens with four options.

    templates view in create dashboard window to create twilio dashboard with Bold BI dashboards
    Templates view in Create Dashboard window
  2. Choose Start from Scratch. As a result, the Dashboard Designer page opens with a new blank dashboard created.

    blank dashboard in editing view to create twilio dashboard using Bold BI dashboards
    Blank dashboard in editing view

Connecting to Zendesk

  1. Select the data source icon at the right. As a result, the data source panel will expand as shown in the following.

    empty data source panel to create twilio dashboard using Bold BI dashboards
    An empty data source panel
  2. Select CREATE NEW in the previous panel. As a result, it shows the list of data connectors like in the following.

    supported data connections listing in Bold BI dashboards
    Supported Data Connections
  3. Choose the category Sales & CRM in the Categories drop-down list. As a result, it shows the data connectors available under this category like in the following.

    supported data connections in sales & crm category to create zendesk dashboard using Bold BI dashboards
    Supported Data Connections in Sales & CRM category
  4. Choose the Zendesk connector. As a result, the Zendesk data connection window will be displayed in the panel.

    new zendesk data source window of Bold BI dashboards
    New Zendesk Data source Window

Certainly, for the required metrics, you need to create three data sources using Zendesk connection for specific purposes listed below.

Data sourcePurpose
ZendeskTicketUsersTo create a users table from the users.json API endpoint for joining with tickets.json table data through other listed data sources.
ZendeskSupportTicketsTo create a tickets table from tickets.json API endpoint and join with ZendeskTicketUsers data source table for ticket creator details.
ZendeskSupportAgentsTo create a tickets table from tickets.json API endpoint and join with ZendeskTicketUsers data source table for support agent details.

Creating a data source with Zendesk support data

  1. First of all, to start with first data source, name it ZendeskSupportTickets in the Name field of the NEW DATA SOURCE window.
  2. In the URL section, fill in the users endpoint URL as shown in the following and replace the {domainname} placeholder with your account domain name.
    https://{domainname}.zendesk.com/api/v2/tickets.json
  3. Leave the default value GET selected under the Method section. Also, leave the Header(s) section empty.
  4. Furthermore, define the refresh settings with an interval. Due to this way, the dashboard can refresh itself with the latest data updates.
  5. Let the Data Format be JSON since the Users and Tickets API endpoints return result in JSON format.
  6. Set the Authentication Type to Basic Http Authentication.
  7. Fill the User Name with the email address of your account and Password with your password like in the following.

    data source created with zendesk support api endpoint using Bold BI dashboards
    A data source named ZendeskSupportTickets
  8. Click Preview & Connect. As a result, a window opens listing the data results, categorized into a table and columns like in the following.

    preview window showing tickets detail for zendesk dashboard creating using Bold BI dashboards
    Preview window showing tickets detail
  9. Choose the desired columnsa and click Connect. As a result, the data source with the selected table and columns is created.
  10. Similarly, create the other two data sources ZendeskSupportAgents with the Tickets API and ZendeskTicketUsers with the Users API as shown in the following.
    https://{domainname}.zendesk.com/api/v2/users.json

    data sources panel listing all zendesk data sources in Bold BI dashboards
    Data sources panel listing all Zendesk data sources

Editing the data source

Certainly, to find out the names of the users who submitted tickets and their attending agents, join the tickets table with the users table. To do so:

  1. Furthermore, navigate to the dashboard design page and expand the DATA SOURCES panel at the right.
  2. Click the Edit icon near the ZendeskSupportTickets data source to open it. As a result, the data source window opens.
  3. To join the users table with tickets table, expand the Shared Tables panel at the bottom of the tree view panel at left like in the following.

    shared tables listing to choose users table for joining with tickets table of zendesk data in Bold BI dashboards
    Shared tables listing to choose a table for joining
  4. As a result, this panel lists the data sources you created previously or that were shared with you. Scroll down to see the ZendeskTicketUsers data source. Furthermore, expand, select and drag the table usersjson to the table design view. Therefore, the join editor window opens like in the following.

    join editor showing tables mapped with related fields of zendesk data in Bold BI dashboards
    Join editor showing tables mapped with related fields
  5. First, select the requester_id field under ticketsjson table and the id field under usersjson table. Then, click Merge.
  6. Therefore, to consolidate the different statuses of closed tickets, like resolved or closed into one to be considered for measurement, two expressions are needed. Hence, open the expression editor from the icon in the toolbar and create the expression columns listed in the following table.
    NameExpression
    Closed TicketsIF([status]=’solved’ OR [status]=’closed’,1,0)
    Status NameIF([status]=’solved’,’closed’,[status])
  7. Finally, save the data source.

Edit the ZendeskSupportAgents data source

  1. Similarly, edit the ZendeskSupportAgents data source. However, in the join editor window, select assignee_id field under ticketsjson table and id field under usersjson table. Then, click Merge.
  2. However, to assess the support agent performance, scores need to be classified as good or bad. Furthermore, two expressions are needed like in the following.
    NameExpression
    Good ScoreIF([score]=’good’,1,0)
    Bad ScoreIF([score]=’bad’,1,0)

    expression editor with columns created for zendesk support agents data source in Bold BI dashboards
    Expression editor with columns created for ZendeskSupportAgents data source
  3. Finally, save the data source.

Configuring widgets in the dashboard

Configure the widgets in the dashboard with corresponding data sources as described in the following table. First of all, select the widget in the design canvas to configure using mouse. Consequently, click the Widget Settings icon at the top-right corner of the focused border. As a result, the panel on the right side expands left. After that, choose the ASSIGN DATA tab and finally start configuring the mentioned fields at corresponding sections.

WidgetData Configuration
Tickets created over time (Type: Column Chart)
  • Data source: ZendeskSupportTickets
  • Value(s): id (tickets) => Aggregation: Distinct Count
  • Column(s): created_at => Format: Date
Tickets closed over time (Type: Column Chart)
  • Data source: ZendeskSupportTickets
  • Value(s): Closed Tickets => Aggregation: Sum
  • Column(s): updated_at => Format: Date
Tickets breakdown by priority (Type: Pie Chart)
  • Data source: ZendeskSupportTickets
  • Value(s): id (tickets) => Aggregation: Distinct Count
  • Column(s): priority
Closed tickets with satisfaction score and comment (Type: Grid)
  • Data source: ZendeskSupportTickets
  • Column:
    • id (tickets) => Aggregation: None
    • name
    • email
    • created_at => Format: Date
    • score
    • comment
Closed tickets breakdown by satisfaction score (Type: Pie Chart)
  • Data source: ZendeskSupportTickets
  • Value(s): Closed Tickets => Aggregation: Sum
  • Column(s): score
Tickets breakdown by status (Type: Doughnut Chart)
  • Data source: ZendeskSupportTickets
  • Value(s): id (tickets) => Aggregation: Distinct Count
  • Column(s): status
Support agent performance by satisfaction score (Type: Bar Chart)
  • Data source: ZendeskSupportAgents
  • Value(s):
    • Good Score => Aggregation: Sum
    • Bad Score => Aggregation: Sum
  • Column(s):
    • name

Finally, the Zendesk dashboard is ready.

customer service monitoring dashboard with zendesk data using Bold BI dashboards
Customer Service Monitoring Dashboard with Zendesk data

Sharing the Zendesk dashboard

Now, share this Zendesk dashboard with your customer service team to show them their performance and customers’ experiences with them and so that they can find areas to improve.

We hope this article helps you build a support team performance monitoring dashboard with Zendesk data using Bold BI Dashboards. For any questions or clarifications, please post us through the comments section available below. You can also contact us by submitting your queries here or if you already have an account, please login to submit your support query. Bold BI Dashboards now comes with a 15-day free trial with no credit card information required. Give it a try on your own and let us know what you think! We are happy to assist you. Design with a smile!

Start your free 15-day trial today

Leave a Reply