ScreenCloud Zendesk Reports App Guide

Please note, if you are using the older version of ScreenCloud (signage.screencloud.com) you can download the alternative ZenDesk Reports guide here.

The ScreenCloud Zendesk Reports app makes it easy to visualize your Zendesk reporting data as a dashboard and add this to your digital screens. Pulling in data such as the number of new tickets, number of tickets solved by agent, and number of tickets by channel. This allows you to see, at a glance, everything going on with your customers and the customer service department looking after them.

With the ScreenCloud Zendesk Reports app you can:

• Connect any Zendesk account
• Create an instant dashboard for a range of customer service management stats
• Customize your Zendesk dashboard with a light or dark theme

Here’s how it works:

1. Create Zendesk API Key

1.1. Get started by logging into your Zendesk Admin Centre at https://{subdomain}.zendesk.com/admin/home

1.2. Click on the “Apps and integrations” menu option

1.3. Click on the “Zendesk API” menu option

1.4. Click on the “Add API token” button

1.5. Give the token a description, and ensure you copy and save the API Key at this point, as you cannot retrieve it again later on. You can then go ahead and hit the Save button!

2. Select and install ScreenCloud’s Zendesk Reports app

2.1. Get started by logging into your ScreenCloud account here and choosing the ScreenCloud App Store from the left-hand menu.

2.2. By searching “Zendesk Reports” you can find the Zendesk Reports app and choose the “Install app” button to add a new instance to your account.

3. Log in to your Zendesk company profile

3.1. Select “login” to authenticate your Zendesk company account. Please note, Zendesk only allows administrators or higher to connect with third-party applications.

3.2. If you have an existing API Key connection, you can select that now, add an instance name and hit Preview or Save

3.3. If you do not have an existing API Key connection or wish to add a new one click the “Connect a Zendesk account” button

3.4. Add your Zendesk subdomain, API Key and email address (the email address that was logged in when the API Key was created) and then click the “Connect your account” button.

3.5. Save or preview your instance, and you should be good to go!

3.6 The app will show the below reporting data:

• No. of new tickets
• No. of solved tickets
• No. of tickets in backlog
• First reply time
• Tickets by channel (web, email, social, etc.)
• Agent performance (by team member)

If you’d like to put your own look and feel on the reports you can add your own custom theme. To create a custom theme, check out our guide on how to use the App Theme Editor.

4. Add Zendesk Reports app to a channel or playlist

Once you have configured your ZenDesk Reports app it can be easily added to a Channel or Playlist to be played on screen. 

Simply select “Add Content” to open the Media Picker and under Apps, you will see all of your app instances, ready to be installed. You can also view ways you can set content on your digital screens using ScreenCloud by clicking here.

Frequently asked questions

How long will the Zendesk Reports app show for?

The Zendesk Reports app will stay on screen for the time duration you have set within your playlist.

How often does the Zendesk Reports app look for new data?

Zendesk Reports app updates automatically every 30 minutes.

Why is the amount of solved tickets less than what it should be?

The data for solved tickets is pulled from the last 30 days, it will include only tickets that have been created within those 30 days. Therefore if a ticket was created outside of that 30 day period but solved within it would not be included.

For further questions, please contact support@screencloud.com with details.