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Still drowning in tickets? You don't need more agents, you need better structure

Whether your system is slowing you down or no longer scales, clear intake, smart self-service, and simple automation remove unnecessary volume so your team can focus on what truly matters.

Get in contact with an expert

Smart reporting for Zendesk

Turn support data into decisions

Most teams have Zendesk Analytics (formerly Explore). Few use it well. We build custom dashboards that actually get used — clear, relevant, and designed around the decisions your team needs to make. From executive summaries to real-time agent coaching views.

Request dashboard consultation

Why most Analytics dashboards fail

Zendesk Analytics is powerful. But out-of-the-box dashboards rarely match how teams actually work. Leadership wants strategic trends. Managers need operational alerts. Agents need personal performance feedback. One dashboard can't serve everyone.

The bigger problem: data quality. If ticket fields aren't filled consistently, tags are random, and workflows bypass structure, even the best dashboard shows garbage. Smart reporting starts with clear data and clear purpose.

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What smart reporting delivers

Faster decisions

Right metrics, right stakeholder, right time
Better data quality
Clear structure drives accurate insights
Higher adoption
Dashboards teams actually open and trust

Data is only useful when it drives action

We don't build dashboards for the sake of dashboards. We build reporting systems that help teams see problems early, allocate resources better, and prove impact to leadership.

  • Dashboards designed around decisions, not just data
  • Clear data structure ensures accuracy
  • Metrics and KPIs optimised to your workflows
  • Training so teams can maintain and extend reports

The result: reports that get opened, insights that get acted on, decisions backed by evidence.

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What makes our dashboards effective

Stakeholder-first design

We start with decisions that need to be made, then design dashboards that surface the right data at the right moment.
Clear data foundation

Before building dashboards, we audit and gather insights on your data structure, tags, fields, and workflows to ensure reports are built accurately.
Custom metrics and KPIs

We build custom KPIs, trend analyses, comparative metrics, and calculations that are relevant to your business.

Our dashboard delivery process

  1. Step 1

    Data quality audit

    We review requirements, ticket fields, tags, and data consistency to identify gaps before building reports

  2. Step 2

    Stakeholder interview

    Understand what decisions each team makes, what metrics matter, and what currently blocks insight

  3. Step 3

    Dashboard creation

    Build the custom dashboard with the right visualisations, filters, and metrics that are relevant to your business

  4. Step 4

    Refine and improve

    Gather feedback from the first dashboard version and make necessary changes before final release

  5. Step 5

    Training

    Train teams on how to use dashboards, interpret trends, and build their own reports over time

Interesting articles from our experts

Get a well-designed dashboard suite that helps leadership track strategy, managers optimise operations, and agents improve performance — all from the same clear data foundation.

Frequently asked questions

How long does dashboard development take?

A custom-built dashboard typically takes 2 to 4 weeks, depending on complexity. 
What if our data quality is poor?

We start with a data quality audit. If ticket fields are inconsistent, tags are random, or workflows bypass structure, we'll identify gaps and recommend cleanup before building dashboards. Clear data is the foundation of useful reporting.
Can our team learn to build dashboards themselves?

Absolutely. We provide comprehensive training on Analytics fundamentals, dashboard design best practices, and how to create and customise reports. The goal is to make your team self-sufficient over time.

Ready to unlock insights from your support data?

Request a dashboard consultation to discuss your reporting needs and see examples of what we can build.

Request dashboard consultation
Rafael jpg-min