Free trial of Tymeshift 👉 https://zdsk.co/49vJdNq

Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.

You'll learn more about:
🎯 All the reporting options you have to work with
🎯 Which reporting features to use for each circumstance
🎯 Powerful metrics that everyone should keep in mind

Timestamps:
💡Intro
0:00

00:16 - Overview

01:01 - Intro

🧑‍💻 Agent Attendance

01:32 - Intro

01:57 - Overview

02:39 - Importance of Agent Attendance

03:07 - How to sync Zendesk group with Tymeshift

03:31 - Filtering Options

04:51 - How to Hide Users

04:59 - How to filter specific locations

05:20 - How to filter specific teams

05:24 - How to filter specific groups

05:39 - How to reset all filters

📈 Agent Status

06:16 - Overview

06:24 - How to see the ticket through the Zendesk platform

07:14 - Untracked activity or Idle Time

08:34 - Adherence

10:12 - Filtering Options

🤺Agent Activity

13:19 - How does the status look throughout the day

14:37 - How to edit activities and how to open Zendesk tickets

15:53 - Agent's Overview

16:58 - Talk States Breakdown

17:10 - Another way to check agents' activity

18:31 - Talk Status

19:13 - Checking agents' Adherence

19:42 - How to find a specific user

20:05 - Multiple Workstreams and No Workstreams + Disadvantages if agents are working in multiple workstreams

22:45 - What to do when you see no workstreams

📋 Reports

24:38 - Overview

24:57 - Agent attendance x Historical agent attendance

25:13 - Overview

27:11 - How to make a copy of a custom report

29:29 - Activity by workstream insights 📊Dashboards

36:10 - Overview

38:07 - Quick Product reminder

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