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Improving Your Ticket Metrics
Do you track Reopens (the number of times a ticket has moved from a Solved state to Open or Pending)? Reopens can measure the accuracy of your support responses and ensure agents are giving complete answers when they solve a ticket. Tracking tickets with a high number of reopens also provides visibility into customer issues that may require extra attention.
Over the past few months, we analyzed feedback from the hundreds of Plus+ customers who now track their support metrics on a daily basis using GoodData for Zendesk dashboards. The result? A redesigned template which highlights new metrics such as first reply time and full resolution time.
Learn how to apply these metrics and best practices to your customer support team.
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An Inside Look at How Groupon Does Support
Groupon is one of the most impressive business stories in recent memory with it's explosive growth. On average, they field 13,000 tickets per day. Download a new white paper to learn how they structure and scale their support department to keep their 25 million+ customers happy. Read more.
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Zendesk Dropbox Update
We've recently introduced a number of cool design changes to the Zendesk dropbox, a small feedback box you can add to your website that is another channel into your help desk. We've created a better user experience related to the knowledge base search results and navigation. Learn more.
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Build Custom Workflows With Tags
Learn more.
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Zendesk for iPad
Learn how to make the most out of Zendesk for iPad so you can stay in better touch with your customers.
View now.
GoodData for Zendesk
Gain better business insight into your support activity with extended metrics using GoodData for Zendesk.
View now.
See all webinars.
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Come meet us in person and we'll buy you a drink!
Aalborg, Denmark
Mar 24 @ 1630-1900
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Solve360
A modern CRM that integrates features to manage client projects.
Pervasive
Open integration platform providing connectivity with the Zendesk API and other apps.
Performable
An analytics and email automation system.
HipChat
Send notifications directly to your HipChat rooms when a Zendesk ticket is updated.
See all integrations with Zendesk.
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