In Zendesk, the reporting overview helps to give you some insight into how your support team is performing. It provides you with some key metrics to make sure you are tracking your performance and enables you to compare key metrics within Zendesk support with your peers.

Zendesk has a huge data set from its 100,000 customers and provides industry benchmarks for you to see how your support compares to the rest. So, you know if the industry average customer satisfaction score is 85 and yours is 80, you’ve got work to do.

Reporting on your customer support data is vital to running a tight support ship and making sure your performance is up to standard, but very often the metrics provided fail to give you the full picture. Sometimes important information can be hidden inside high-level metrics like these. With Artificial Intelligence plugged into your Zendesk account though, these metrics can come to life, breaking down based on the customer’s reason to call your support. Now you have insights based on specific issues that you can really act on to improve your customer experience.

Never the less, here are the 5 key metrics provided in Zendesk reporting.

To access the reporting overview, click on the bar chart icon in the sidebar, then select a reporting period at the top to start analysing your data. You will be provided with a number of key metrics and will have the ability to compare these key metrics and see their trend over time.

1. New Tickets

New tickets show you the number of new tickets that were created during the given reporting time period. This metric helps to give you an overview of how often people are contacting your support. You can see if it is trending up or down in volume during the time period, helping you to make decisions around increasing support staff, improving FAQs or investing in chatbots to help deal with the increasing volume in tickets.

With AI we can look further into this metric and get a deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper deeper understanding of the customer interactions and what is actually causing the increased volume. Cx MOMENTS will let you see the volume in new tickets incoming into your Zendesk instance segmented into the reason to contact your support.

With Zendesk reporting we can see an increase in volume, and with Cx MOMENTS we can see that customers calling about delivery issues increased by 14% this month, while the rest stayed steady. This helps us to find the root cause of the increased number of tickets, which is an issue with one of our shippers, which we can see on further analysis of the data. Now the issue is solved, and it turns out we didn’t need to make any new investments into support.

2. Solved Tickets

Solved tickets show you the number of tickets your support team solved in Zendesk during the reporting period. Again this allows you to see how your support team is doing and whether you are keeping up with all the tickets that keep coming in.

With Artificial Intelligence, yet again we get a more in-depth view of this metric. We are able to see the number of tickets split for each agent. This gives us an even better idea of our team’s performance. We can see the volume of tickets each agent dealt with and the satisfaction score they received as a whole.

3. Backlog

Backlog shows you the total number of unsolved tickets in Zendesk Support at the present time. This is a big one. The bigger this number is, the more of your customers there are left with unanswered issues. Unanswered customers are unhappy customers and that’s the last thing we want.

But what can we do with this metric and how do we know which issues to prioritize? With AI we can look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our look into our tickets within backlog and see which issues are most important. Perhaps we have a number of tickets about refund requests with low satisfaction scores. We can prioritize these above everything else and assign them to the appropriate team, making sure we keep our customers happy.

4. Satisfaction Rating.

Your satisfaction rating is the average customer satisfaction rating given during a reporting period. It helps to give you an overall view of how well your support team is meeting your customer’s needs and is an easy metric to benchmark yourself with against your peers. Your satisfaction rating is hugely important to your business because if your customer isn’t happy, they won’t be coming back and they won’t be telling their friends about all the great things you do.

But an average across all your tickets very often hides important information. Cx MOMENTS can show customer satisfaction in much more detail, for instance drilling down to see customer satisfaction by the reason to contact your support. Now we can see that the bulk of customers are satisfied, but customers contacting us about high priced upgrades, who make up a small but important group, are not. We now have a specific insight into what might be causing a decrease in customer satisfaction and we can fix it at its root cause.

5. First-time reply

The final key metric provided on your Zendesk reporting dashboard is the first time reply. This metric shows you the average amount of time it took an agent to make the first public comment in a ticket (in calendar hours). This helps you keep track of how quickly your agents are able to solve a customer issue, which is vital in keeping customer satisfaction high. Many agree that this metric is one of the most important. For example, Jamie Edwards, COO and Co-founder of Kayako, says that “First reply time is more important than overall reply times because it’s an acknowledgement to the customer that their issue is being looked into.” Our friends in Zendesk research have shown that having a low FRT creates more satisfied customers. Customer does not like to be kept waiting for their answers, so making sure to benchmark and closely monitor this metric is important.

Zendesk Reporting helps to give you a good overview of your support teams performance and lets you benchmark it against your peers. But sometimes important information can be hidden inside high-level charts like these. If you are looking to really improve your support and customer experience at the source, then you need an AI solution like Cx MOMENTS plugged into your Zendesk instance. Building the best customer experience works better when it’s driven by data and Cx MOMENTS provides you with the data to improve your customer service over time.