Programming
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You're reading from  Mastering Zendesk

Product typeBook
Published inJan 2017
PublisherPackt
ISBN-139781786461049
Edition1st Edition
Tools
Zendesk
Concepts
CRM
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Author (1)
Cedric F. Jacob
Cedric F. Jacob
author image
Cedric F. Jacob

Cedric F. Jacob, before starting his own business as a customer service consultant, writer, and Zendesk admin for international companies, began his career as a customer service representative, from where he progressed to senior, team leader, and management roles. Working for clients such as Runtastic and Lovoo, he focuses on creating highly customized, scalable structures, utilizing his acquired customer service experience and broader passion for IT, which ranges from software and game development all the way to cyber security and hardware.
Read more about Cedric F. Jacob

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Zendesk Insights/GoodData

Before we start creating our own reports, let us go through the overall structure and the corresponding terminology first.

Zendesk refers to Insights as a science lab for data. It allows us to examine our data more closely. Zendesk Insights is powered by GoodData, an external service. GoodData receives our Zendesk data and provides the functionality to create more complex reports, which are then embedded within our Zendesk environment.

When enabling Insights in Zendesk, we automatically receive access to a GoodData account. As this account is automatically linked with our Zendesk account, we do not have to worry about an initial setup.

Our GoodData project contains dashboards, which are divided into tabs. Each of the tabs is populated with reports.

For instance:

One of our prebuilt dashboards is the "Insights" dashboard. This dashboard contains tabs like these:

  • Overview

  • Tickets

  • Satisfaction

  • Prediction

  • Efficiency

  • Agent Activity

  • SLAs

If we want to, we can create...

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Mastering Zendesk
Published in: Jan 2017Publisher: PacktISBN-13: 9781786461049
© 2017 Packt Publishing Limited All Rights Reserved

Author (1)

author image
Cedric F. Jacob

Cedric F. Jacob, before starting his own business as a customer service consultant, writer, and Zendesk admin for international companies, began his career as a customer service representative, from where he progressed to senior, team leader, and management roles. Working for clients such as Runtastic and Lovoo, he focuses on creating highly customized, scalable structures, utilizing his acquired customer service experience and broader passion for IT, which ranges from software and game development all the way to cyber security and hardware.
Read more about Cedric F. Jacob

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