Ticket Manager Plus App by LEAFWORKS vs Geckoboard Dashboards for Support

About this app Geckoboard's real-time KPI dashboards turn Zendesk data into a live, shareable scoreboard – so agents, team leads, and execs can understand what's happening, and act faster. Whether you're supporting customers or running an internal service desk, Geckoboard makes it effortless to broadcast real-time Zendesk metrics on TV wallboards, desktops, mobiles, and in chat channels, keeping everyone aligned on queue health, SLA risk, and performance throughout the day. Get set up in minutes Geckoboard is designed to get you from "Zendesk data" to "shared live dashboard" fast – without code, training, or heavy setup. Connect Zendesk in a few clicks and start pulling live metrics straight into Geckoboard Start with ready-made Zendesk widgets (or build from scratch) – pick the metric you want, then choose how it should be calculated and displayed Drag-and-drop dashboard builder makes it effortless to lay out, resize, and organize your widgets into a dashboard your team can actually scan Templated dashboards – once you've got a dashboard layout you like, you can scale it across your org in minutes No training required – anyone on the team can build a polished Zendesk dashboard in as little as ~15 minutes What you can track Geckoboard supports hundreds of easily configurable metrics and data feeds from across Zendesk Support, Messaging, (legacy) Chat, Voice, Agent Status, and QA – so you can quickly build a shared view across channels, teams, and workflows. Here are just some examples of what you can bring into your team dashboards: Tickets, SLAs & workload (Zendesk Support) Ticket flow & backlog health: ticket volume, created vs solved, open/unsolved/unassigned tickets, backlog by status (Open/Pending/On-hold/Waiting on requester), tickets requiring attention, oldest tickets Responsiveness & efficiency: first reply time, full resolution time, requester wait time, on-hold time, one-touch ticket rate, agent replies/updates, average replies per ticket (including "reply brackets" style breakdowns) SLAs: SLA achievement/compliance rate, breaches, tickets nearing breach (your "do this next" list), active breached tickets Customer experience: CSAT %, percentage of tickets with a rating, CSAT comment feed Slice & dice: filter and group most metrics by assignee, brand, channel, group, priority, status, or tag – including custom fields and custom statuses where available. Messaging (via Zendesk Support + Agent Status) Real-time Messaging queue monitoring: active in queue, active assigned, inactive in queue, average/longest time in queue, average/longest handle time Channel performance for Messaging: use your usual Support KPIs (e.g. tickets created, resolution time, active SLA tickets, CSAT) with the filter Channel = Native messaging Live chat (Zendesk Chat – legacy) Chat volume, missed chats, chats in queue / current queue size, longest/average wait time, first response time, response time, chat duration Acceptance rate, chats currently being served, agents online/away/invisible, agent availability Voice (Zendesk Voice / Talk) Live call ops: call volume, calls waiting, callbacks waiting, longest wait time, average time to answer, answer rate, abandonment rate, missed calls, voicemails, average call duration, wrap-up time, average wrap-up time, agent availability (including on wrap-up) Call legs (deeper than whole-call metrics): Volume: total legs, accepted/missed/declined call legs, agent/end-user/external legs Duration: leg duration, talk, consultation, conference, on-hold, wrap-up, handle time Quality: good vs bad quality legs, agent leg quality rates, overall leg quality rate List: call legs list Agent availability, capacity & omnichannel workload (Zendesk Agent Status) If you're using omnichannel routing, Geckoboard's standalone Agent Status integration adds a live "are we staffed correctly?" layer across channels. Agents online/away/offline, plus reasons for being offline Current work items owned by each agent, broken out by channel (email, messaging, calls) Team work-item totals by channel, plus agent workload and capacity views (including chat capacity) QA (Zendesk QA) Team quality score, agent quality score, highest and lowest scores for a time period, review feed Something missing? Let us know and we'll see if we can add it. Add data from 90+ other tools Geckoboard goes a step further than native Zendesk dashboards and reporting by letting you combine Zendesk data with data from 90+ other data sources in the same live dashboard – so leaders can see support and ITSM performance in the context of what's driving it. Other easy-to-set-up integrations include Salesforce, HubSpot, Aircall, Jira, Google Sheets / Excel, databases, and more – plus options to connect additional systems via tools like Zapier or our API. Turn visibility into action Geckoboard's dashboards are designed to be easy to understand at a glance, and to drive the right behaviours: Goals and status indicators so teams instantly know when things are on track (or in trouble) Leaderboards to celebrate wins, inject some healthy competition, and energize the team Interactive View to drill into a metric, see what's driving it, and export ticket-level data as CSV (no more jumping between tools) Share Zendesk dashboards securely (without extra Zendesk seats) Once you've made your custom dashboard, you can share it in the ways support and IT leaders actually need: Live dashboard links (open in any browser, bookmark, share in chat, or embed in internal docs) Real-time TV and wallboards for contact centres and office displays Invite colleagues to edit dashboards, or give view-only access to specific dashboards Mobile-friendly dashboards for on-the-go visibility Push updates into your team's workflow (Slack, Teams, email) Keep KPIs front-of-mind without manual reporting: Scheduled dashboard snapshots sent to Slack, Microsoft Teams, or email (daily, weekly, monthly – and multiple times per day if you want) KPI alerts sent to Slack or Microsoft Teams when thresholds are crossed (e.g. backlog spikes, SLA breaches, CSAT dips) Customer testimonials "Team performance has improved, customer satisfaction improved, and we see higher team satisfaction too. Our customer service teams are consistently among our most satisfied teams within the business." — Kieran Boyce, General Manager – Operations, Woolworths MarketPlus – Case study "Zendesk and Geckoboard go together perfectly – like tea and a biscuit. We've embedded Geckoboard into Zendesk so agents can look at it anytime… Sharing individual performance across the department has been extremely motivational." — Graham Paddon, Head of Customer Experience, Simba Sleep – Case study "We always optimize where we can. Geckoboard helps us work better, faster, and happier without having to add people to the team." — Cory Archer, Director of Support, DataBank – Story "Agents love it because they can see everything they need in one place… It opens people's eyes to see that the team works so hard and gives visibility to the work they do throughout the organization." — Logan Grooms, Director of Customer Care, Maisonette – Story "Geckoboard gives me a helicopter view – I'm able to see everything I need in one place." — James Billet, Customer Experience Manager, Jigsaw – Case study "Geckoboard's Zendesk integration is unmatched." — Jodi Miller, Global Director of Customer Support, PayByPhone – Story Key features Build custom dashboards from live Zendesk data with an intuitive, no-code builder Access dozens of Zendesk metrics, plus powerful filtering (including custom fields) Bring together Support, Chat, Voice, QA, and Sell, plus 90+ other tools (Salesforce, HubSpot, Aircall, Jira, Pipedrive, Zapier, spreadsheets, databases, and more) Monitor agent availability and workload with Zendesk Agent Status (requires omnichannel routing) Templated dashboards – quickly deploy consistent dashboards per agent, group, brand, ticket form (and more), with template edits kept in sync across all dashboards Drill down with Interactive View and export ticket-level data as CSV Share dashboards via links, TVs/wallboards, and mobile-friendly views Automate reporting with scheduled snapshots to Slack, Teams, and email Get KPI alerts in Slack or Microsoft Teams instantly when performance changes Customize dashboards with your logo and brand colours Flexible plans, with a free 14-day trial (no credit card required). Plans start from $75/month (USD). Learn more and sign up here Data disclosure & security Geckoboard securely accesses Zendesk via the official Zendesk API and follows a data-minimization approach. Data access: Geckoboard fetches only the data needed to calculate and display the metrics you build Data processing: In many cases, Geckoboard processes metadata and specific fields required for dashboards (rather than unnecessary raw content) Encryption: Data is encrypted in transit and at rest Access controls: Role-based permissions, optional IP restrictions, and SSO options (plan dependent) Compliance: GDPR compliance plus additional compliance and certifications listed in our security overview Security overview | Privacy policy

Effective ticket management in Zendesk with the Ticket Manager Plus app The Ticket Manager Plus app is your smart companion for keeping a structured ticket management for the same requesters. Whether you're splitting requesters comments into new tickets or merging several tickets from the same requester into a single view, this app helps you stay organized and efficient, even with high ticket volumes. 🚀 Why Ticket Manager Plus is a game changer Focused ticket splitting - Create new tickets from individual comments and forward them to relevant teams. Clean ticket queues - Merge related tickets from the same requester into one to consolidate communication. Automated data transfer - Key ticket fields are automatically carried over when new tickets are created. 💡Want to consolidate conversations and keep your ticket queue clean? Try the Ticket Manager Plus app today! Take control of your tickets directly in Zendesk Ticket Manager Plus integrates seamlessly with your Zendesk workspace, making it easier than ever to manage ticket threads, delegate work, and maintain visibility across requests. Core Features View ticket comments in organized tabs Unsolved - Shows all active comments from the requester. Solved - Displays all resolved tickets for the requester. Split Tab - A combined view where you can create new tickets from specific comments. Create new tickets from public comments Clone - Creates a new ticket using the original comment as-is. New Split - Allows you to edit the message, apply macros, or customize before sending. Merge tickets into main ticket The requester's comment will be added as an internal note in the main ticket. Merged tickets are automatically marked as Solved to keep your queue clean. Automatic transfer of ticket fields - When using Clone or New Split, the app automatically transfers key ticket details such as: Tags Order numbers Any custom or pre-filled fields Data Disclosure: Our apps are fully UI-based and 100% GDPR compliant. All data remains securely within Zendesk, and our apps do not access, store, transmit, or process any user data outside the Zendesk environment. App inquiries Contact us if you have any questions, comments, or feature requests regarding this app. About Leafworks At Leafworks we build custom apps and bring value to your Zendesk implementation project. Feel free to get in touch with us regarding your Zendesk-related challenges. We are happy to develop your Zendesk app. As Zendesk implementation advanced partner & premier partner we look back on long-term and extensive experience. Our team consists of Zendesk implementation consultants, developers and creatives. We are looking forward to your project. Book a free consultation here. We are happy to hear from you.