Support Operations Dashboard

Support Operations Dashboard

Support Operations Dashboard is a modern analytics app built for Zendesk teams that need clearer visibility into ticket activity, backlog health, SLA performance, agent workload, and operational risk.

The app provides an interactive dashboard directly inside Zendesk, allowing agents, managers, and support leaders to monitor key support metrics without exporting data to external tools.

Key Features

Real-Time Ticket Overview

View active ticket volume across key statuses including new, open, pending, on-hold, and solved tickets.

Operational Risk Indicators

Identify tickets that may need attention based on aging backlog, SLA pressure, reopened tickets, high reply volume, unassigned ownership, and long resolution timelines.

Support KPIs

Track important support metrics such as CSAT, ticket volume, opened vs solved tickets, first reply time, full resolution time, SLA adherence, backlog trends, and priority distribution.

Backlog and Aging Analysis

Understand how long tickets have been waiting and group them into aging buckets to help teams prioritize work more effectively.

Agent and Workload Visibility

Review ticket distribution by assignee, organization, priority, and status to identify workload imbalance or operational bottlenecks.

SLA and Priority Monitoring

Quickly surface urgent, high-priority, or SLA-sensitive tickets so teams can respond faster and reduce breach risk.

Trend Views

Monitor support performance over different time ranges such as month-to-date, quarter-to-date, and year-to-date.

Data Handling and Privacy

Support Operations Dashboard uses Zendesk ticket data only for the purpose of displaying operational metrics inside the Zendesk interface.

The app does not sell customer data, does not use customer data for advertising, and does not expose ticket data to unauthorized users. Access to data is controlled by the permissions of the logged-in Zendesk user.

The app is designed to operate within Zendesk and does not require customers to provide external API keys. Any data displayed by the dashboard is used only to calculate and present support metrics such as ticket counts, SLA status, backlog age, priority, assignee, organization, and performance trends.

Customer data is handled according to the Assist CX Privacy Policy: https://assist-cx.com/privacy

Terms & Conditions are available here: https://assist-cx.com/terms

Why Use Support Operations Dashboard?

Support teams need fast visibility into what is happening across their queue. This app helps teams identify risks earlier, reduce SLA breaches, improve response and resolution times, balance workload, and give leadership a clearer operational view without leaving Zendesk.

Built for Simplicity

• Works directly inside Zendesk

• No external API keys required

• No complex setup required

• Designed for agents, team leads, managers, and support leadership

• Provides fast operational visibility without manual reporting

Support Operations Dashboard helps Zendesk teams run support with better visibility, faster prioritization, and stronger operational control.