Teams | Collaboration | Customer Service | Project Management

teamsupport

Customer Support Analytics Tools: What B2B Teams Need to Know

Aug 11, 2025 By Amanda Davis In TeamSupport
In B2B customer support, customer data isn’t just helpful—it’s essential. With complex customer relationships, long sales cycles, and high-value contracts on the line, your support team must operate with precision. That’s where customer support analytics tools come in. These tools turn support data into meaningful insights, helping leaders make smarter decisions, improve team performance, and deliver better customer experiences.
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What's New: Support for more Zendesk Voice metrics

Aug 8, 2025 By Geckoboard In Geckoboard
We’ve massively expanded the range of call-related metrics from Zendesk you can share on your Geckoboard dashboards, opening up a huge range of possibilities for teams using Zendesk Voice. The new additions can now be found within our existing Zendesk Support integration, and allow you to monitor historical call performance in much more detail than before. Simply click the new Voice category within our Zendesk Support integration, and select from a range of new metrics including.
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How Token.io turned support data into a company-wide strategic asset | Zendesk Showcase 2025

Aug 7, 2025 By Geckoboard In Geckoboard
At Zendesk Showcase London, Geckoboard CEO Tom Randle sat down with Chris Brogan, VP of Customer and Risk Operations at Token.io, for an eye-opening conversation about transforming support from a reactive function into a strategic powerhouse. The problem Chris solved:"I was the gatekeeper of data where I was getting a lot of requests from senior management... what's happening with tickets? What's going on with the customer journey?".
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Unlocking Zendesk: Why the pending status is your most underrated feature

Aug 6, 2025 By Geckoboard In Geckoboard
The pending status might be Zendesk's most underrated feature. Most support teams ignore it, but it can transform how your team manages tickets and protects your SLA performance. In this video, Jude explains exactly when to use pending status and how to set it up properly for maximum impact. What you'll learn: When to use pending vs keeping tickets open How pending status keeps agent views focused on actionable work Why tickets automatically reopen when customers respond How pending status pauses SLA timers (protecting your targets) Setup tips for views and follow-up automation.
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teamsupport

How to Choose the Right Customer Support System for B2B Companies

Aug 5, 2025 By Amanda Davis In TeamSupport
In B2B environments, customer support is more than answering tickets—it’s about building strong, long‑term relationships with high‑value clients. A modern customer support system isn’t just software; it’s a strategic investment that impacts retention, revenue, and your company’s reputation.
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Unlocking Zendesk: Auto-triage tickets with custom intents

Jul 24, 2025 By Geckoboard In Geckoboard
Tired of waiting weeks for Zendesk to approve custom ticket sorting? This game-changing feature lets you create your own auto-triage rules in real-time! In this quick tutorial, Jude reveals how Zendesk's custom intents feature can revolutionize your customer service workflow. Whether you're running a charity, e-commerce store, or any unique business, you can now automatically categorize and route tickets exactly how YOU need them - not just how Zendesk thinks you should.
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geckoboard

How Woolworths MarketPlus improved team performance and customer satisfaction with real-time data

Jul 24, 2025 By Sam Gane In Geckoboard
Woolworths MarketPlus includes some of Australia’s most recognised marketplace brands including Big W Market, Everyday Market, and Everyday Rewards. With customer service teams spread across Melbourne, Sydney, and a large operation in Manila, maintaining high standards and fast response times is a daily challenge. For Kieran Boyce, General Manager of Operations, surfacing performance data to the right people at the right time was a growing concern.
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teamsupport

Understanding Customer Support SLAs: Maximizing Satisfaction

Jul 21, 2025 By Amanda Davis In TeamSupport
We’ve all been there. Unlocking our phone, opening the Uber or Lyft app, and ordering a ride. When we do so, both the driver and rider are agreeing to certain terms and conditions: picking the rider up within a designated time frame, how much the trip should cost, an estimated arrival time, and delivering the rider to their destination safely. This agreement of sorts is similar to Service Level Agreements (SLAs), which ensures service obligations and promises are kept.
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geckoboard

How to set up HubSpot notifications and alerts in Slack

Jul 17, 2025 By Sam Gane In Geckoboard
Your sales team collaborates in Slack, but your CRM data lives in HubSpot. When deals progress or leads come in, you want your team to know immediately – but the individual transaction alerts offered by HubSpot only tell part of the story. Within this post, we'll cover the different ways you can get HubSpot alerts into Slack so that your team is always in the loop and able to focus on the job of selling.
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geckoboard

How to set up Zendesk notifications and alerts in Slack

Jul 16, 2025 By Sam Gane In Geckoboard
Getting timely alerts about your Zendesk support queue is crucial for maintaining great customer service. But if you've looked into Zendesk's native notification options, you've probably discovered they're quite limited for team-wide visibility. The good news is that there are several ways to set up Zendesk notifications that actually work for support teams. Whether you're using Zendesk Support, Talk, or Chat, getting the right notifications to your team can make all the difference.
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