Strategy & Consulting
Reporting & Analytics (Explore)
Numbers your team trusts. Dashboards built in Zendesk Explore around the decisions you actually make, from daily queue health to quarterly board reports.
- Format
- Remote project
- Duration
- 2 to 4 weeks
- Deliverable
- Dashboards + KPI definitions
Who it's for
- 01Support leads who spend hours every week exporting data to spreadsheets.
- 02Teams preparing for growth, a new channel or an AI rollout and needing a baseline.
- 03Management that wants support metrics next to revenue and product metrics.
Problems it solves
- 01Dashboards nobody opens because they answer questions nobody asked.
- 02Different numbers for the same metric depending on who pulled the report.
- 03Fields and tags too inconsistent to segment by product, reason or customer type.
What you get
- KPI definitions agreed with your leads: what each metric means and how it is calculated
- Explore dashboards for agents, team leads and management
- Custom metrics and attributes for your business questions
- Field and tag fixes needed to make the data reliable
- Scheduled reports to the right people
- Documentation so your team can extend the dashboards
How it works
-
01
Kick-off
We define the questions the dashboards must answer, review your most challenging requests and check which external tools and workflows hold data you need.
-
02
Data check
I review fields, tags and forms to see what can be measured reliably and fix what blocks good reporting.
-
03
Build
Dashboards and custom metrics are built and reviewed with you in short iterations.
-
04
Rollout
Scheduled delivery is set up and your team gets a walkthrough of every dashboard.
“Cedric is supporting our company for almost 3 years now. He has developed various Zendesk web apps and integrations for us, which have made our everyday lives a lot easier. Beyond Zendesk, he is a first-class, solution-oriented contact for any kind of software development.”
FAQ
Many dashboards work on Explore Lite. Custom metrics and dashboard sharing need Professional; I tell you upfront what your plan supports.
Yes, through Explore datasets where possible or a small export pipeline to your BI tool.
We decide together whether to clean history, map it, or start a clean baseline from a fixed date.
Yes. Everything is documented and the walkthrough covers how to add and change reports.