Mapsly vs Geckoboard Dashboards for Support

VISUALIZATION & ANALYSIS View and (mass-)edit records from any Zendesk Sell object on the map, including custom fields, with real-time sync to Sell Split your data into map layers with custom markers using visual formula builder Search CRM records near a location and sort/filter them by distance Customize map markers, pick fields for their labels and pop-ups, and switch between layer groups to instantly re-colorize your records based on different criteria Create CRM records in any Zendesk Sell object from the map with pre-filled address and coordinates Auto-correct errors in addresses and fill in zip and counties; import their coordinates back to CRM ROUTING & LOCATION TRACKING (demo video) Plan optimal multi-day routes for individual users or entire teams, with up to 1000 stops, based on live/historical traffic and various job parameters (duration, open hours, required skills and capacity, and more) and vehicle parameters (working hours, truck size and capacity, skills, and more) controlled directly from your CRM (learn more, or view demo) Choose your job type: service, pickup, delivery or a complex pickup-delivery job Configure check-in, check-out or any other custom processes with buttons and custom forms (more) Save check-in, check-out or custom events and data collected with forms to your Zendesk Sell in real time View users’ current location and history of movements (more) Take photos when checking in using Mapsly app and save them in Mapsly or as attachments in your Zendesk Plan regular visits with desired regularity and duration, for individual sales reps or entire teams (more) Navigate to locations using your favorite app and open CRM records in the Zendesk Sell mobile app in one click TERRITORIES Draw territories or assemble them out of postal codes, counties, census tracts, etc. using the geo-library (more) Auto-assign records to territories and sales reps based on custom criteria (more) Calculate aggregate metrics per-territory out of your CRM data View demographic data (US only) Embed live maps with territories into dashboards, portals and websites (more) Automatically create/update territories for individual CRM records EMBED LIVE INTERACTIVE MAPS Share maps with live data and desired Mapsly features by link and embed them into websites, portals or dashboards, or send by email (learn more, or view demos) Add personalized maps with unique dataset per customer to your customer portal (more) Add custom buttons, forms and let users execute processes/automation from embedded maps (more) PROSPECTING Search local businesses by keywords and add them as records of any Zendesk Sell object (more) Adjust field mapping, use custom fields, and add fields with fixed values NO-CODE/LOW-CODE AUTOMATION Execute custom actions by a button, by schedule or entirely automatically, without writing code (more) Create/update/delete records and territories, send email and SMS, call external APIs, and more Search records by custom criteria that may include driving distance or time, and execute actions with them (more) Create dynamic forms that show/hide fields and call external APIs as user fills in the form Use user’s current location and calculate driving distance/time between any locations Implement cross-system analysis and automation by connecting spreadsheets and other data sources to Mapsly Please note that while the Zendesk Sell connector to Mapsly is free, you will need a paid subscription to use Mapsly. Try Mapsly for free for two weeks (no credit card required). Mapsly subscription starts at $25/user/month (pricing page with a price calculator). We offer 24/7 chat support, so don’t hesitate to ask us anything anytime. And book a live demo to discuss your use scenario and learn how to make the most out of Mapsly with Zendesk Sell. Implementation services and staff training are included in your Mapsly subscription. IMPORTANT! To sync Visits and faster sync removed records Mapsly leverages Zendesk Sell's Firehose API that can be enabled for Mapsly customers by request — please contact your Sell's account executive after starting your Mapsly trial. If you do not know your account executive, please contact [email protected]. While waiting for the upgrade, you can still use Mapsly without the calendar-based routing and with delayed sync of removed records. Don’t hesitate to contact Mapsly support with any questions about enabling Firehose API.

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