All appsApplications for Zoho users
Zoho · Zoho Desk
Desk Analytics & SLA Dashboard
Time in status, SLA and agent reports for Zoho Desk on one dashboard.
- Works with Zoho Desk
- Marketplace Zoho Marketplace
Coming soon
Under review by Zoho Marketplace
Desk Analytics & SLA Dashboard is under review by Zoho Marketplace. It has not been approved or listed, so it cannot be installed by the public today.
Coming soon toZoho Marketplace
What it does
Desk Analytics & SLA Dashboard answers the questions Zoho Desk's native views do not: how long tickets really sit in each status, how fast your team responds and resolves once nights and weekends are removed, which tickets breach your SLA target, how often tickets are reopened, and how volume splits across channels, priorities and tags. Set your working calendar and SLA target, run, and read it all on one dashboard or export it to CSV for Excel or Google Sheets. It reads your tickets with a single read-only permission and computes everything in your browser; Atesen Software runs no server and stores no ticket data.
Capabilities
Time in status, in business hours
Reads each ticket's status history and shows how many working hours it spent Open, In Progress, On Hold, Escalated and so on — per ticket and as a team total — against the working calendar you set.
First response, resolution and SLA
Created-to-first-agent-action and created-to-first-close, measured in business hours; one SLA target gives a breach rate and a day-by-day trend of within-target versus breached tickets, alongside Zoho's own overdue flag.
Reopens and agent leaderboard
Counts every time a ticket moved from a closed status back to open, and ranks agents by median business-hours resolution, median first response, reopens and SLA breaches.
Read-only and private, with export
One scope, Desk.tickets.READ, read at a steady cancellable pace; everything is computed in your browser and nothing is stored. Export a per-ticket CSV and a summary CSV that open straight in Excel or Google Sheets.
Questions
Where does Desk Analytics & SLA Dashboard run?
The extension runs in your browser, as a widget inside Zoho Desk. Every call goes only to the Zoho Desk API of your organisation's data centre, through the extension's connection, which each user authorises with their own Zoho account. Atesen Software runs no server for it and receives none of your data.
How do I get help with Desk Analytics & SLA Dashboard?
Support for Desk Analytics & SLA Dashboard is provided by email in English and Turkish. We aim to reply within two business days.
Email support@atesensoftware.com. We aim to acknowledge every support email within two business days (Europe/Istanbul).
What we do not claim
- It is under review by Zoho Marketplace, not approved, listed or publicly installable. Public installation, customer and review counts are not verified.
- It analyses a sample of up to 2,000 of your most recent tickets that you choose, not your whole history at once.
- Deep metrics (time-in-status, reopens, first response) read one ticket-history page per ticket, which uses Zoho API credits; the run is steady and cancellable.
- "First agent response" is the first history action by an agent, a close proxy for the first public reply.
- The business-hours calendar is the one you set in the widget; it is not read from Zoho's SLA configuration.
- The China and United Kingdom data centres are not supported.
- Zoho and Zoho Desk are trademarks of Zoho Corporation Pvt. Ltd. Atesen Software is not affiliated with or endorsed by Zoho.
- It holds no security certification and has not undergone a third-party audit.
Marketplace
Zoho Marketplace: Under review — not approved, not listed, and not installable by the public.
Coming soon toZoho Marketplace