Zendesk Support Dashboard

A Power BI dashboard that consolidates Zendesk ticket operations into KPI cards, tag-based categorization, CSAT tracking, and resolution-time analytics with flexible rolling date ranges.

Power BIZendeskSupport OpsKPI DesignDAX

Summary

Problem

Support performance was hard to monitor consistently across ticket volume, open backlog, tag-driven issue types (ETA/backorders/shortages), and customer satisfaction. Reporting needed a single place to review outcomes and drill into ticket details quickly.

Solution

Built a Power BI dashboard on Zendesk tickets + tags + CSAT with standardized KPIs, rolling date-range controls, and slicers for priority, status, and tags—plus a searchable ticket table for fast drilldown.

Result

A support operations command center: visibility into throughput and customer experience (CSAT), with fast breakdowns of operational drivers like ETA, backorders, and shortages.

Business impact

Faster support visibility

Centralizes ticket KPIs (created, open/backlog, solved/closed) so teams can assess workload and throughput quickly.

Operational drivers are measurable

Tag-based metrics quantify issue types (ETA, backorders, shortages) to highlight what’s driving support demand.

Quality + speed tracked together

CSAT and resolution KPIs provide a balanced view of customer experience and operational efficiency across rolling ranges.

Gallery

Screenshots and artifacts from the build (sanitized where needed).

1) Data model + tagging strategy

Modeled tickets as a fact table and used a ticket↔tag bridge table to support multi-tag analysis. This enables KPI measures like Backorders/Shortages/ETA using tag membership while preserving slicers and date filters.

2) Rolling date-range controls

Implemented a DateRange selector with measures that compute Range Start/End boundaries (today/yesterday/last week/last month/last 3 months/last year/all time). KPIs use these boundaries consistently.

3) KPI definitions

Ticket KPIs are distinct ticket counts constrained to the rolling range.
Tag KPIs use the ticket-tag bridge with TREATAS for consistent filtering.
CSAT % Good normalizes score values to handle “good/1/true” cases.
Resolution time is calculated using business time (hours) and business days (weekends excluded).

4) UX + drilldown

Added slicers for Priority, TagName, Range, and Status, plus a searchable ticket table for fast drilldown to ticket details alongside trend visuals.

DAX Library

Search and review the core KPI and date-range logic used in this Zendesk dashboard.

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