Date from
Date to
Month
Year
Location
Complaint source
Brand
Category
Duplicate?
Picked up?
Upsell confirmed
Upsell
Zendesk status
Zendesk priority
Zendesk channel
Zendesk agent
Zendesk group
Zendesk brand
Executive KPIs
Ticket vs Complaint Volume
Monthly trend — both data sources
Management Insights
Auto-generated from current filter scope
Zendesk Ticket Performance
Created Ticket Trend (Daily)
Solved Ticket Trend (Daily)
Status Mix
Backlog by Age
Channel Breakdown
Top Agents by Volume
Groups
Top Tags / Reasons
Ticket Detail
—
| ID | Subject | Status | Priority | Channel | Assignee | Created | Solved |
|---|
Cross-Source Intelligence
Ticket vs Complaint Volume
Monthly — gauge whether operational issues feed Zendesk
CSAT vs Star Rating
Zendesk CSAT % and complaint stars (×20 for comparability)
Zendesk Channels
Complaint Sources
Backlog by Age (Zendesk)
Management Recommendations
Customer Service Summary
Total Tickets by Channel
By bucket (Email, Chat, Messaging, Chatmeter, Camera, etc.)
Solved Tickets by Channel
Per-Channel Solved by Agent
Email — Solved per Agent
Chat — Solved per Agent
Messaging — Solved per Agent
Chatmeter — Solved per Agent
Agent Response & Resolution Times
Per-Agent SLA Metrics
From Zendesk metric_sets — first reply, first resolution, full resolution (hours)
| Agent | Tickets | Solved | Avg First Reply (h) | Avg First Resolution (h) | Avg Full Resolution (h) |
|---|
Avg First Reply Time (hrs) — by Agent
Avg Full Resolution (hrs) — by Agent
Solved Email Tickets — Daily
Action Plan Tracker
Active & Planned Actions
Edit owners, dates, status. Click "Before/After" to measure impact.
| ID | Problem Area | Category | Location | Source | Owner | Start | End | Status | Notes | Actions |
|---|