Chapter 7.  Advanced Reporting and Insights via GoodData

When it comes to optimizing our Zendesk setup, not every customization can be derived from common sense and experience alone. Our decisions should be based on data. Data that describes our performance, namely our efficiency and customers' satisfaction.

Analyzing our performance helps us make important decisions when it comes to our staff, its training, our workflows, and overall Zendesk setup. We also gain some valuable insights about the current state of our business. Putting data into context, we can detect trends and create long term prognoses.

While Zendesk allows us to use its built-in reporting tools, we receive a second and more complex solution called Zendesk Insights utilizing GoodData for Zendesk. GoodData is a business intelligence tool developed by a third party and its sole purpose hinges on data.

In this chapter, we will review Zendesk's own reporting tools before moving on to the more complex GoodData solution.

This chapter...