Getting started with reporting for employee service




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In today’s rapidly evolving workplace, using analytics to optimize employee
service operations is essential for organizations to effectively support their workforce
and enhance productivity.
Zendesk provides powerful analytics tools for employee service, empowering
organizations to gain a clearer view of their internal support landscape. With Zendesk,
IT and HR teams can track key performance metrics, identify trends in employee
inquiries, and assess the effectiveness of their service desk strategies.
In this article, you’ll learn how to use Zendesk to transform help desk data
into actionable insights, enhancing service delivery, boosting employee satisfaction,
and driving a culture of ongoing improvement.
This article contains the following topics:

Using dashboards to see your information in one place
Understanding employee service metrics
Sharing dashboards with key stakeholders
Additional resources



Using dashboards to see your information in one place

Dashboards are compilations of reports and filters that help you see all your most
important employee service metrics in one place. Use the dashboard builder to create, customize, and share
service management dashboards.
When you create your dashboard, you can start with a template that contains
commonly-used reports and then add further reports as needed. For employee service
plans, you start with the Support resolution time template. See the key metrics you’ll want to
consider for your HR and IT teams.
Once your dashboard is complete, you can share it, either on a one-time or recurring
basis, to help make important data visible to key stakeholders.

To learn more, see Creating Explore dashboards.



Understanding employee service metrics

In the following table, you’ll learn about some of the key metrics you can
use to create reports that monitor your employee
services. In general, these metrics reflect data for the whole account. However, when adding these metrics to a report, you can filter them by values such as channel, brand, and date.
These metrics are contained in the Support: Tickets dataset.










Metric
Description
Why it matters
Best practices




Tickets created
Total number of tickets submitted during a specific time
period.
Establishes a baseline for normal ticket volume and helps monitor
sudden spikes.
Drill in to the total number of tickets to see the individual
tickets coming in and look for patterns, especially when you notice
an influx.


Solved tickets
Total number of tickets solved during a specific time
period.
Helps assess whether your team is keeping up with incoming
employee demand.
Compare with total tickets created and total resolution time.
Drill in to quickly resolved tickets to identify best practices and
training opportunities.


First response time
Time between ticket creation and the first agent
response.
Sets expectations for responsiveness and informs SLA development.
Use SLA policies to define
standards for response times.
View by ticket group to identify slower response areas. Drill in
for root causes and explore automation opportunities.

Tip: Consider enabling Omnichannel
routing to get tickets to the best-suited agent
faster.




Total resolution time
Time from ticket creation to final resolution.
Indicates the efficiency of end-to-end ticket handling.
Break down by ticket type to identify process gaps. Improve
documentation or provide targeted training where delays
occur.

Tip: Consider using median aggregators instead of averages so outliers don’t skew your
KPIs.




Employee CSAT
Post ticket resolution feedback, usually expressed as the
percentage of satisfied users.
Gauges employee satisfaction with the support experience and
highlights improvement areas.
View by group to pinpoint friction points. Improve workflows for
intents with low CSAT scores.







Sharing dashboards with key stakeholders

Once your dashboard includes reports containing your key metrics, you can share it
with key stakeholders.
There are several ways to share dashboards depending on your goals,
including:


One-time sharing: You can share dashboards on a one-time basis
using a shareable link or by emailing it.

Scheduled delivery: When you schedule a dashboard delivery, you can
set the delivery cadence, format, recipients, and duration.


Different audiences often require different views of your data. You can use
dashboard restrictions to tailor the data
that each user or group sees.
For example, you can restrict the HR team’s view to only their relevant
data by restricting the dashboard to show only brands (or other content) related to
the HR team.
This will help ensure that viewers have the right context to take
meaningful action.



Additional resources

When you’re ready for more, you might find the following resources
helpful:


Metrics & Attributes for Zendesk
Guide: Discover the metrics and attributes you can use to build
reports based on your usage of Guide.

Analyzing your Copilot activity:
Understand how generative AI features are being used by your service team and
how their usage affects overall efficiency.

Analyzing advanced AI agent performance with
the Analytics dashboard: Find out how to view key metrics about your
AI agents.

Explore recipe reference: Get
step-by-step instructions on how to create specific reports in Zendesk
analytics.



