Zendesk Toolkit

Optimize support ticket management

Optimize your customer support by generating detailed Zendesk reports including outstanding tickets, agent performance, license usage and even delete unwanted tickets caused by spam or automatic replies. By leveraging datasets, you get high performance automation in a fraction of the time when you use the following tools:

  1. Import Zendesk Dataset

  2. Zendesk Agent Report

  3. Zendesk Open Ticket Report

  1. Zendesk User License Report

  2. Delete Zendesk Tickets

  3. Purge Zendesk Dataset

 
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Zendesk Agent Performance Report
Zendesk Agent Performance Report

Agent performance insight

Having statistics readily available on agent feedback, satisfaction, and solved tickets can help you to find opportunities to create a better experience for customers and optimize your operations. Generate a report with detailed agent performance, and schedule it to run periodically for continued monitoring.

This template allows you to select the groups in which you would like to evaluate tickets from in addition to specifying custom or predefined date ranges such as:

  1. The current week, month, quarter, half year, or year.

  2. The last day, week, month, quarter, half year, or year.

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Zendesk Open Tickets Report
Zendesk Open Tickets Report

Quickly sort and prioritize support requests

When dealing with end-user support, the volume of tickets isn’t consistent throughout the day, week or even month. Knowing when you have an influx of tickets that may require more team members, or when ticketing is low and could be an opportunity to spend time training, is important. Generate an email report with the status of current open tickets and even schedule it to run periodically. This template will show you:

  1. Current workload of agents

  2. Oldest response time

  3. Color coded SLA

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Zendesk User License Report
Zendesk User License Report

Audit user licenses

License and user management is important to protect the security of your Zendesk ticketing data in addition to controlling costs. Quickly generate a report summarizing access control, license assignment and login information for all non-end-user accounts. You can even configure warning and alert thresholds highlighting user account inactivity.

This template allows you to audit:

  1. All user accounts with administrative access

  2. License usage and assignment

  3. Forum moderators

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Delete Zendesk Tickets
Delete Zendesk Tickets

Delete SPAM tickets in bulk

There are situations where your Zendesk instance contains “garbage” tickets. These tickets can originate from Russian hackers sending SPAM, automatic replies, and more. Because of this, retrieving tickets can result in slow performance or unnecessary processing. This automation will delete all tickets assigned to a group (regardless of assignee), and specify a holding period to prevent accidental deletes.

This template allows you to:

  1. Move ticket to delete group

  2. Soft ticket deletion

  3. Delete a ticket permanently

Managing your Zendesk Dataset

Import Zendesk Dataset

This tool allows high performance queries to execute within Zendesk automation by only pulling new data. It also allows connections from PowerBI Cloud resulting in cloud-to-cloud data refresh automatically.

Learn more about importing your Zendesk dataset

Purge Zendesk Dataset

This tool allows you to purge a subset or all data from one or more tables within the Zendesk dataset. You can purge an entire set of objects to initiate a full sync again or purge old historical data that is no longer needed.

Learn more about purging Zendesk dataset

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