Qvasa 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

Elevate Your Customer Support with Qvasa's Live Analytics Qvasa transforms Zendesk analytics, offering an integrated platform that connects all aspects of customer support. From live dashboards to AI-driven insights, Qvasa brings unprecedented visibility and control over your Zendesk operations. Explore the powerful features Qvasa offers to revolutionize your support experience and enhance your operation with key features like Live Dashboards, Threshold Alerting, AI Analytics, and much more Key Features: Live Dashboards: Real-time monitoring with customizable dashboards for messaging, chat, and talk. Alerting & Monitoring: Proactive alerting with customizable thresholds for demand, wait times, and more. AI Analytics: AI-driven insights, auto-tagging, inferred CSAT, trend analysis, DSAT reasons and more for deep customer understanding. Messaging Integration: Complete visibility into messaging operations, with detailed chat metrics and KPIs. Agent Performance Monitoring: In-depth agent metrics to optimize performance and improve customer satisfaction. Sunco Integration: Seamless integration with Sunco API for complete visibility into bot interactions. Bot Analytics: Advanced analytics for tracking and improving bot performance, including deflection rate and self-serve rate improvements. Custom Alerts: Set up configurable alerts for important thresholds, including organization-based alerts and brand alerts. Staffing Projections: Accurate staffing forecasts powered by machine learning. Slack & SMS Integration: Real-time alerts delivered directly to Slack or via SMS. AI Tagging: Sophisticated auto-tagging with generative and fixed response capabilities. 1. Live Dashboards Monitor Support Demand: Real-time views of chat metrics and ticket volumes to proactively manage spikes in demand. Agent Productivity Tracking: Track agent performance metrics live, allowing for immediate response to any drop in efficiency. Deep Data Analysis: Use AI-generated filters to uncover trends and patterns in customer interactions across channels. Cross-Channel Insights: Integrate with Zendesk Messaging and Talk to monitor conversations across all customer touchpoints. 2. Alerting & Monitoring Proactive Issue Identification: Set alerts for ticket volume surges or wait times to prevent service delays. Targeted Notifications: Customize alerts for specific teams or organizations, ensuring relevant stakeholders are promptly informed. Channel-Based Notifications: Get alerts via email, Slack, or SMS, making it easy to stay updated on support dynamics anytime, anywhere. Historical Alert Analysis: Use alert history to understand recurring issues and improve operational response times. 3. AI Analytics Auto-Tagging Contact Reasons: Automatically categorize tickets based on the reason for contact, allowing efficient triage and prioritization. Emerging Issue Detection: Identify new customer concerns in real-time to address potential product or service issues swiftly. Inferred CSAT Analysis: Predict customer satisfaction (CSAT) levels based on ticket content without explicit customer feedback. This inferred CSAT provides insight into customer sentiment across interactions, helping you to understand and improve service quality even when CSAT scores are unavailable. Comprehensive Issue Insights: Leverage AI summaries to gain a snapshot of prevalent issues and track shifts in customer contact reasons. Strategic Trend Analysis: Use AI to forecast potential support needs and refine support strategies based on customer behavior patterns. 4. Messaging Integration Real-Time Chat Monitoring: Track conversation quality and agent performance in live chats, identifying areas for improvement. Messaging Efficiency Insights: Assess KPIs such as response times and customer satisfaction specific to live chat to boost operational efficiency. Multi-Channel Messaging View: Monitor all messaging platforms from a unified dashboard to streamline and manage omnichannel support. Customer Satisfaction Tracking: Analyze customer feedback in live chats to improve the quality of service in real time. 5. Agent Performance Monitoring Measure Individual Agent Impact: Monitor key metrics like message quality and resolution times to identify top and underperforming agents. Analyze Work Patterns: Gain insights into agent activity, including break times and ticket handling rates, for improved resource planning. Customer Experience Impact: Link agent performance data to customer satisfaction metrics, enhancing support strategies. In-Depth KPI Analysis: Track detailed live chat KPIs to understand how each agent influences overall team performance. 6. Sunco Integration Complete Bot Interaction Tracking: Capture data on bot conversations, including those that don't escalate, to improve self-serve rates. Deflection Rate Measurement: Track bot effectiveness in resolving issues without human intervention, enhancing bot quality. Customer Self-Service Optimization: Use insights from bot interactions to identify common inquiries and create efficient self-serve options. Bot Conversation Analytics: Review historical bot interactions to refine responses and increase bot efficiency over time. 7. Bot Analytics Deflection Efficiency Analysis: Understand both deflected and undeflected bot conversations to maximize bot effectiveness. Bot Performance Optimization: Leverage real-time insights into bot interactions to continually improve response accuracy. Self-Serve Improvement: Measure and boost self-serve rates by addressing customer inquiries through bots before they escalate to tickets. Feedback Loop for Bots: Create a continuous feedback loop using analytics to refine and enhance bot responses based on customer interactions. Qvasa: Your Comprehensive Support Solution Qvasa is more than a tool; it's a strategic asset for transforming customer support. With live dashboards, AI-powered insights, Sunco integration, and comprehensive analytics, empower your team to deliver exceptional service backed by data-driven decisions. Utilize our volume forecasts and staffing forecast capabilities to manage your workforce efficiently and reduce costs. Transform your support operations with our advanced analytics and insights. Install now to experience a new level of efficiency and customer satisfaction. For information on how Qvasa handles and protects your data, please visit our Trust Center. See our Terms and Conditions for usage policies.