Original air date: Feb 24, 2010
Do you know how your agents are performing and how many customer support tickets have gone through your Zendesk this month? Gain better business insight into the performance of your support team with the new release of GoodData for Zendesk. Now, you can take your reporting to the next level and measure key metrics such as time to first response, requester wait time, and ticket solved within first response. Learn how to further customize this data based on business hours so you can better track your SLAs or calculate resolution times during working hours only.
Join us as we invite Sam Boonin, Vice President of Marketing at GoodData, to demonstrate how to take full advantage of the additional data and new features.
In less than an hour, you will learn how to:
* Use the integration to better understand whats going on in your Zendesk account.
* View new data, including first reply time, first resolution time, and agent replies.
* Customize reports about your tickets based on business hours.