Support Dashboard

Created Tickets

zendesk_ods tickets

Created Tickets by Product

zendesk_ods tickets detection

Created Tickets by Channel

zendesk_ods tickets

CSAT Score

zendesk_ods tickets

CSAT %

95% CI

Ticket Quality

zendesk_ods tickets

Quality %

95% CI

Backlog Over Time

zendesk_ods backlog

Click any bar to focus period or view tickets

Zendesk Agents per Group

team_profile

Agents with < 1.5 tickets per working day are excluded

Tickets by Agents per Group

tickets · team_profile

Agents with < 1.5 tickets per working day are excluded

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Support Dashboard

Created Tickets

Created Tickets by Product

Created Tickets by Channel

CSAT Score

Ticket Quality

Backlog Over Time

Zendesk Agents per Group

Tickets by Agents per Group

Support Bot vs Web Forms

Deflection Rate (Chatbot)

AI-Resolved Tickets (Querypal)

KCS Coverage

Created Tickets by Source

SLA for First Reply Time (Enterprise Support)

OLA for Customer Waiting Time (24 hours is a goal)

Created Tickets by Country

Customer Segment

KCS Quality

1. Incoming Flow

Created Tickets

2. Created / FRT / CWT

Created (solved)

First Reply Time

Customer Waiting Time

3. CSAT

CSAT Score

4. KCS

KCS Coverage

KCS New to Known Ratio

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Created Tickets

Created Tickets by Product

Created Tickets by Channel

CSAT Score

Ticket Quality

Backlog Over Time

Zendesk Agents per Group

Tickets by Agents per Group

Support Bot vs Web Forms

Deflection Rate (Chatbot)

AI-Resolved Tickets (Querypal)

KCS Coverage

Created Tickets by Source

SLA for First Reply Time (Enterprise Support)

OLA for Customer Waiting Time (24 hours is a goal)

Created Tickets by Country

Customer Segment

KCS Quality

1. Incoming Flow

Created Tickets

2. Created / FRT / CWT

Created (solved)

First Reply Time

Customer Waiting Time

3. CSAT

CSAT Score

4. KCS

KCS Coverage

KCS New to Known Ratio

Query Results

Rebuild Data Sources