A customer support KPI dashboard for support leads, contact-center managers, and CX teams in Taskade. Tracks first-response time (FRT), average handle time (AHT), CSAT, ticket volume, and backlog age — live from Zendesk, Intercom, or Freshdesk.
What's Included
- Support Metrics Database: Table view with FRT, AHT, CSAT, ticket volume, and backlog age per channel
- Agent Performance Board: Board view where each rep is a card with this-week metrics and quality score
- Quality Coaching Agent: AI agent reviews failed-CSAT tickets and surfaces coaching themes per rep
- Backlog Threshold Automation: When backlog age crosses target, the automation escalates to the manager
- Weekly Support Review: Auto-drafted Monday digest with the three quality patterns to address
- Channel Mix: Volume and CSAT split across email, chat, voice, social
Why This Template Wins
- CSAT trends visible immediately: Zendesk and Intercom integrations write the values; the agent narrates the trend
- Coaching topics surface from data: The quality agent reads failed-CSAT tickets and clusters themes into specific coaching topics per rep
- Backlog discipline without micromanagement: Threshold automation makes the manager conversation happen at the right backlog age, not after the customer escalates
How to Use
- Clone this template into your Taskade workspace
- Customize SLA targets and channel mix
- Connect Zendesk, Intercom, Freshdesk
- Train the Quality Coaching Agent on your quality framework
- Set up automation triggers for backlog flags and Monday digest
FAQ
Does this work for tier-1 and tier-2 support teams?
Yes. Tier-1 emphasizes volume, FRT, and CSAT; tier-2 emphasizes complex resolution and quality scoring. The agent adapts coaching themes to the tier.
Can the agent recommend macro updates?
Yes. The agent reads ticket clusters and surfaces topics where a missing macro or KB article would compress AHT.
What plan supports a 40-rep support team?
Pro ($10/mo annual) handles the team. Business ($25/mo) adds advanced quality analytics and audit logs.
CTA
Try this template free in Taskade. For Zendesk setup, see /learn/automation/automations-execution. Pair with the Customer Service Templates. Browse support apps in the Community Gallery.