Conversation Analysis
About JDevSolutions JDevSolutions builds purpose-driven Zendesk applications focused on improving operational visibility, reducing manual effort, and simplifying support administration workflows. Our tools are designed to help support teams better understand their systems, conversations, and customer interactions through practical, data-focused experiences built specifically for Zendesk environments. Learn more about our applications and services: https://ts-devworks.github.io/portfolio/ Conversation Analysis Conversation Analysis is a powerful admin and manager tool designed to surface insights hidden within Zendesk ticket conversations. Search across all ticket comments using comma-separated keywords or phrases and instantly retrieve matching tickets with highlighted snippets for fast context. Refine results using multi-select filters for status, group, brand, author type, visibility, date ranges, and custom ticket fields. When searching multiple terms, enable Group by keyword to see exactly which tickets match each term, making it easier to identify patterns, overlap, recurring issues, and operational trends across support interactions. Results are displayed in a sortable table with key ticket metadata, including visibility (public or private), and can be exported to CSV for reporting, QA review, compliance auditing, training analysis, and deeper operational investigation. Save frequently used searches with custom categories to quickly rerun complex queries at any time. Conversation Analysis enhances the Zendesk experience by providing support leaders, QA teams, and operations specialists with fast, flexible access to historical conversation data that would otherwise require manual review across multiple tickets. Privacy Notice Privacy Notice / Data Handling Information: https://github.com/TS-devworks/Conversation-Analysis/blob/main/PrivacyNotice.md
Time Tracking
Automatically track the time spent on each of your Zendesk Support tickets Customize the app to include the exact functionality that your team needs Leverage Insights to create detailed reports with your time tracking data The Time Tracking app makes managing your team's performance and overall support operations easier. Easily identify which customers send in the most complicated tickets, or which issue types take the longest for your team to resolve. Dig down into an agent's tickets to discover what's taking up their time and which issues they're experts on. Know exactly how and where your team is spending their time Keep a running log of which support agents have worked on a ticket and how long each interaction lasted. Automatically log the total time spent the second your agent updates a ticket or let them manually enter their time. Easy to setup, customize, and use The Time Tracking App doesn't require any third party setup or login. Simply customize how the Time Tracking app displays and works for your support team, for a seamless fit into your team's current workflow. Report on your time logs and take action Start reporting right away with easily built custom time tracking reports through Insights. Know exactly what's draining your support team's resources and find the best areas for optimization and improvement. By enabling this app, You agree to the Built by Zendesk Terms of Use."
