Product update

November 12, 2025

New!

Enhanced Zendesk metrics and filters

We’ve added a range of new metrics and filtering options across our Zendesk integrations, making it easier to monitor more aspects of your support operation. Here’s what’s new.

Zendesk Support

• Total number of tickets replied to
• Group tickets by number of replies (e.g., number of tickets with 1 reply, 2 replies, 3 replies)
• Interactive View now supports sorting on multi-select, tagger, and checkbox custom fields, giving you more ways to slice ticket data directly from your dashboard

Zendesk Agent Status

• Total channel capacity (across email, messaging, phone, etc.)
• Total agent capacity
• Remaining available capacity (by channel or agent)
• Filter work items by group and skill to monitor specific team segments

Zendesk Messaging

• Total messages in queue
• Total assigned messages

Zendesk Voice

• Percentage of calls waiting less than 60 seconds