Customize Zendesk Support widgets | Geckoboard Help Center

Customize Zendesk Support widgets

Learn how to adjust presentation options and filter your Zendesk Support data to create easy-to-understand visualizations.

February 20, 2025

This guide walks you through the various options when customizing Zendesk Support widgets.

Account

If your plan allows, you can connect to multiple Zendesk accounts. To do this, open the Account name menu and click + Add connection.

Display

Select any of the Zendesk Support metrics Geckoboard supports.

Line charts, Column charts, and Tables allow plotting a second metric on the same widget. To do this, click Add second metric.

For example, you could try use add a second metric to show Solved tickets data alongside Created tickets.

Visualization

Choose between plotting your data as:

The options available depend on how you've configured your widget. See our guide to choosing the right visualization for your data.

Grouping

If you want to group by a certain dimension you need to select a visualization that supports grouping:

For example, you could try the Leaderboard visualization configured to show Solved tickets by Assignee or Open tickets by Priority.

Time

The time selector allows you to select a timeframe for your data, giving you the option to show values for yesterday, last week and last month and more . You can also create a Custom period from the bottom of the select menu.

Compare to previous period

If you're creating a Number or Line chart, you can compare to a previous period.

For example, you could try comparing Today to the Same day last week.

Min/Max values

The Gauge visualization supports setting minimum and maximum values. If left blank, these values are automatically calculated.

Filter

Dial into the exact value you care about. Filter options available include:

For example, you could aggregate New and Open tickets.

You could also use filters to show your CSAT by Agent or First reply time by Group as leaderboards.

Filter using 'AND' and 'OR' operators

'OR' conditions are used for each individual filter's selections; 'AND' conditions are applied for combined filters.

Filter by custom fields

You can also filter by custom fields. All field types except numeric are supported for filtering.

If you're not sure what type of field it is, you can check in your Zendesk account under Admin > Ticket Fields to confirm whether it's available to use in Geckoboard.

Split by

If you're creating a Line or Column chart and haven't chosen additional metrics to compare, you can Split by a chosen dimension. It's also possible to split your data by custom fields created in Zendesk.

For example, you could try splitting Ticket volume by Group (team or department).

Set a goal

On the Number, Line, Column, and Bar charts visualizations it's possible to show your progress towards a chosen target by setting a goal.

Setting a Starting from value on Number visualizations enables you to set more meaningful goals.

Formatting

The Formatting menu allows you to overrule the automatically set number of decimal places used, or add additional information about the values on your widget. For more information, see our guide to using the data formatting options.