Advanced Analytics in Zendesk

Published December 6, 2012
Last modified May 21, 2020

Yesterday we announced some great new Zendesk features. Today, we’re going to focus on one: Advanced Analytics. Powered by GoodData, the advanced analytics that our customers on the Plus and Enterprise plans have come to know and love are now available in the new Zendesk.

Not familiar with our Advanced Analytics?  It takes the data that you see on the Overview and Leaderboard tabs in the new Zendesk a step farther.  With them, you can drill down into or filter one of the many out-of-the-box reports, do ad hoc analysis, or even create a brand new report from scratch.

Let’s look at an example of how you can use the Overview tab and Advanced Analytics together:

You’re a support manager, and when looking at the Ticket Stats on the Overview tab, you notice that your Time to First Reply has increased dramatically, and want to investigate what’s happening. The Average First Reply Time Heatmap on the Performance tab helps you to visualize First Reply Time based on when the ticket was created. It highlights both where you’re doing really well at First Reply Time, as well as where you need some work, so that you can make data driven staffing decisions - whether it’s adding more agents, or moving agents to busier shifts.

As our Benchmarking Report shows, companies with a response time of under 10 hours have a customer satisfaction rate of over 90%!

Visit our forums to learn more about setting up Advanced Analytics and using it in Zendesk. And if you’re interested in learning more about upping your customer service game using Zendesk reporting, view our on-demand webinar.