Reporting & Analytics
Freshby Zendesk
Support operations BI with pre-built and custom report builderSupport managers who need operational visibility without building their own data pipelines
Pre-built dashboards and a custom report builder surfacing ticket volume, resolution time, CSAT, and agent performance across all channels.
Features
Omnichannel Routingpaid onlySkills-Based Routingpaid onlyTriggers & Automation Rulesall plansMacros & Saved Repliesall plansSLA Managementpaid onlyIVR (Interactive Voice Response)paid onlyApproval Workflowsenterprise onlyWorkforce Scheduling & Forecastingpaid onlyAI Agents (autonomous bot resolution)paid onlyCopilot (proactive agent assistant)paid onlyIntelligent Triage (AI classification)enterprise onlyAuto Assist (AI resolution suggestions)enterprise onlyGenerative AI Writing Toolspaid onlyVoice AI Agents (multilingual)paid onlyAdmin Copilotpaid onlyCSAT Surveyspaid onlyPre-built Dashboardspaid onlyCustom Report Builderpaid onlyQuality Assurance (auto conversation scoring)paid onlyMarketplace (1,800+ apps & integrations)all plansAction Builder (no-code workflow integrations)paid onlyMicrosoft 365 Support Assistantpaid onlySandbox Environmententerprise onlyCustom Agent Rolesenterprise onlySession Duration Enforcementpaid onlyAI Governance Controlsenterprise only
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- Messaging & Live Chat
Real-time and async messaging across web, mobile, and third-party social channels