Aron Trimble

Hi Jennifer -- This is definitely helpful, thanks for following up!

Hi Jennifer,

Thanks for the update! Do you know of any other solution to the possibility of being able to add syntax highlighting to help center articles?

Adding a Syntax Highlighting Plugin (Snippet) to your Help Center is not accessible.

Please correct or remove from the list.

Our dashboard updates every 5 minutes. I have two views on the data, one for my team:

And another one for Zendesk admins / team leads:

We're not currently tracking CSAT because our team is an in-house IT organization that supports the main business. For other metrics like leaderboard, backlog, etc. we are using Insights.

We have similar-looking views to the above for almost all of our critical applications. We also have some custom services that watch for keywords in the ticket subject and raise them to "Urgent" (this is because we can't get people to use the form and they only want to send an email).

Lastly, we make heavy use of the integration with PagerDuty (notify on-call agents of Urgent tickets) and Slack (push notifications for all agents because the iOS app doesn't do enough here).

I built a dashboard for my team.. it uses PHP to connect to Zendesk via the REST API and then outputs HTML. For my team, it shows the number of Urgent tickets as well as the number of Unassigned tickets.